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Troubleshooting

Common issues and solutions for Claimify - Support & Claims.

General Issues​

Claim Form Not Showing on Storefront​

Problem: You've installed the form, but it's not appearing on your proxy page or embedded page.

Solution:

  1. Go to your Shopify Admin > Online Store > Themes.
  2. Click Customize on your current theme.
  3. In the App Embeds section (icon on the left), ensure Claimify Core is enabled.
  4. Verify that you have copied the correct installation snippet if using a manual placement.

"Order Not Found" Error for Customers​

Problem: Customers enter their email and order ID but see an error.

Solution:

  1. Ensure the Email matches exactly what was used for the order.
  2. The Order Number should be the standard Shopify order number (e.g., #1001), usually just the number part 1001 works best depending on your settings.
  3. Check if the order is older than the "allowed window" setting in your Claim Form rules (e.g., 30 days).

Automations​

Rules Not Firing​

Problem: A new claim was submitted, but your automation rule didn't trigger.

Solution:

  1. Check the Priority of your rules. If a higher priority rule matched first, the subsequent rules will not run.
  2. Verify the Conditions. For example, if you require Image Count > 0, ensure the test claim actually had an image.

Notifications​

Emails Not Being Received​

Problem: Customers aren't getting status updates.

Solution:

  1. Check your Settings > Email Notifications to ensure the relevant email template is "Active".
  2. Verify that your Sender Email is authenticated in Shopify.

Getting Help​