Troubleshooting

The box doesn’t show in the store

Why it happens: the box is in draft, or the builder isn’t in your theme.

What to do:

1. Open Boxes and check that the box has the Active label. If it says Draft, open it and select Publish (Publishing a box).
2. Open the box and select View in store. If the page is there but the builder isn’t, add it from Settings › Add to box pages (Builder in the theme).

I can’t publish a second box

Why it happens: the Free plan allows 1 active box. The Publish button is greyed out and “The Free plan allows 1 active box” appears.

What to do: move the other box to draft, or upgrade to Unlimited from Plans (Plans and billing).

Overview says “Needs reconciliation”

Why it happens: the app can’t find the fixed price active in the cart. While this lasts, boxes may not sell at the right price: checkout stops instead of charging a wrong price.

What to do: open Settings and look at the Fixed-price engine row. Reload the page. If it stays red, contact support.

The customer can’t add the box to the cart

Why it happens: the selection doesn’t meet the saved rules, the box changed after the customer opened the page, or the box was moved to draft.

What to do: ask the customer to reload the page and choose again. Check that the box is Active and, in Analytics, that it isn’t “cannot be completed” because of sold-out products.

Checkout doesn’t continue with a box in the cart

Why it happens: the customer raised the box quantity in the cart. Each box is bought with quantity 1.

What to do: the customer removes the box from the cart and builds one for each box they want.

A new product in the collection doesn’t appear in the builder

Why it happens: the app reads a collection’s products when the box is saved.

What to do: open the box and save it again (Refreshing a collection’s products).

The box shows “Archived” or “Product set to draft in Shopify”

Why it happens: someone changed the box product directly in Shopify Products.

What to do: open the box in the app and select Restore product (Managing existing boxes).

The builder shows the wrong colours

Why it happens: the theme editor block has an Accent colour (or a heading or description) that overrides the app’s.

What to do: empty that field on the block and select Save (Builder appearance).

An error appears with a code

Some messages show a technical code under the text, for example after “The box could not be created”. Copy the code: support needs it.

Contact support

1. Open Shopify Admin › Apps › IFG Build Your Box › Support.
2. Read the Frequently asked questions: the answer is often there.

3. In the Ask a question section, type your question and select Find the answer.

   What you’ll see: the matching guide entries, or “No guide entry matches this question”.

4. If you still need help, select Forward to a person in the “Still stuck?” panel.

   What you’ll see: “Question sent. We will reply by email.” The reply goes to your store’s contact email.

You can also write directly to info@ifgecommerce.com. For a quick answer include:

• your store address (you find it in Settings › Connected store);
• the box name;
• what you were doing and what you expected;
• the exact message you saw and any code.

For an idea or an improvement, use Suggest an improvement on the same page: no need to wait for a reply.