What to do if the app is not functioning properly

If the app is not working as expected, there are several steps you can take to identify and resolve the issue.

1. Check your feed or file setup

• Make sure the feed or file you are using is correctly uploaded.
• If the app shows no data or cannot process your feed, verify that the file exists and is accessible.
• If feeds were deleted, you will need to recreate them before support can help troubleshoot.

2. Verify mappings and settings

• Incorrect mapping can cause issues such as “No matches found,” missing updates, or incomplete product data.
• Review your field mappings, especially in Step 2 of the feed setup.
• If you are unsure, you can share a sample SKU and support can help verify the configuration.

3. Check for known issues or outages

• Sometimes the app may not load due to a temporary bug or backend issue.
• Issues such as misconfiguration errors or the app not opening may require backend fixes.
• In such cases, support will notify you once the issue is resolved.

4. Test again after adjustments

• After support or yourself makes adjustments—such as updating reader settings, fixing mappings, or applying filters—try running the update again.

5. Provide details for faster assistance

When contacting support, providing these details helps speed up troubleshooting:

• Feed name
• Example SKU
• Screenshots or videos
• Description of what you expected versus what happened

6. Billing or refund questions

• If the issue is related to billing or subscription, verify your app store’s billing panel.
• Refunds may need to be handled by the platform’s billing team (e.g., Shopify) depending on the situation.

7. Contact support

If the issue persists after the above steps, reach out to support. They can:

• Recheck your settings
• Fix backend issues
• Help configure your feeds
• Confirm whether the problem is with your file, mapping, or system

Following these steps will help identify the cause of most app malfunctions and guide you toward a resolution.

Updated on: 10/06/2026