#

This guide helps merchants fix common setup issues in PrizeSuite.

Most setup issues are related to billing, storefront pages, Shopify theme blocks, customer login, giveaway settings, or cache.

App does not open inside Shopify admin #

If PrizeSuite does not open correctly:

1. Refresh Shopify admin.
2. Open Shopify Admin → Apps → PrizeSuite again.
3. Make sure the app is still installed.
4. Confirm your browser allows Shopify admin to load embedded apps.
5. Try another browser or private window.
6. Contact support if the issue continues.

Billing or trial does not show as active #

If your plan or trial does not update after approval:

1. Open PrizeSuite → Settings → Billing.
2. Refresh the page.
3. Reopen PrizeSuite from Shopify Admin → Apps → PrizeSuite.
4. Confirm the Shopify billing approval was completed.
5. Wait a short time and refresh again.
6. Contact support if billing still does not update.

Storefront pages are missing #

If My Rewards, Giveaways, or Winners pages are missing:

1. Open PrizeSuite → Design → Pages.
2. Create the missing pages.
3. Click Refresh status.
4. Open Shopify Admin and confirm the pages exist.
5. Add the required theme blocks if needed.

PrizeSuite page looks empty #

If a PrizeSuite storefront page looks empty or incomplete:

1. Confirm the Shopify page exists.
2. Confirm the page is assigned to the correct template.
3. Confirm the matching PrizeSuite app block was added.
4. Save the Shopify Theme Editor.
5. Return to PrizeSuite → Design → Pages.
6. Click Refresh status.
7. Clear cache or hard refresh the page.

My Rewards does not show customer data #

If My Rewards loads but does not show customer activity:

1. Confirm the customer is logged in.
2. Confirm the customer used the same Shopify account.
3. Confirm the customer completed a valid giveaway, wallet, points, or referral action.
4. Check PrizeSuite → Participants for giveaway activity.
5. Check Wallet or Points activity if the issue is reward-related.
6. Refresh the My Rewards page.

Theme block is not visible #

If a PrizeSuite theme block is not visible in Shopify Theme Editor:

1. Confirm PrizeSuite is installed.
2. Open Online Store → Edit theme.
3. Open the correct page template.
4. Add the block from the Apps section.
5. Save the theme.
6. If needed, refresh Shopify admin and try again.

Product Guard is not working #

If Product Guard does not guide customers back to the giveaway page:

1. Open Shopify Admin → Online Store → Edit theme.
2. Open App embeds.
3. Turn on Giveaway product guard.
4. Click Save.
5. Confirm the product is a PrizeSuite standalone giveaway checkout product.
6. Test in a private browser window.

Wallet, Points, or Referrals do not appear #

If Wallet, Points, or Referrals do not show on My Rewards:

1. Confirm the feature is enabled in PrizeSuite.
2. Confirm your plan or trial is active.
3. Confirm My Rewards is set up correctly.
4. Test while logged in as a customer.
5. Refresh the page.
6. Check the related admin section for customer activity.

Search or category pages do not update in documentation #

If you are using PrizeSuite documentation and pages do not update immediately:

1. Clear site cache.
2. Save WordPress permalinks.
3. Hard refresh the browser.
4. Confirm the doc is published.
5. Confirm the doc is assigned to the correct category.

Best first troubleshooting steps #

When something does not work, try this order:

1. Refresh PrizeSuite.
2. Confirm billing or trial is active.
3. Confirm the required feature is enabled.
4. Check Design → Pages.
5. Check Shopify Theme Editor.
6. Test as a logged-in customer.
7. Clear cache.
8. Contact support if the issue continues.

Contact support #

If you still need help, contact PrizeSuite support with:

• Store domain
• Page or feature affected
• Screenshots if possible
• Steps you tried
• The customer flow you expected
• The result you are seeing