Troubleshoot saving, PDFs, and access
Work through common document problems and prepare a support case without exposing customer or payment information.
What you’ll accomplish
The problem is resolved or narrowed to a clear, sanitized support case with an exact page and error.
Before you start
- Know which Shopify shop, app page, and source record are affected.
- Keep your current unsaved input available until a save succeeds.
- Do not include passwords, payment details, or customer information in a support message.
1. If a save fails or its button is disabled
Read the exact validation message
Review highlighted fields and required values, including dates, manual payments, version names, or filename placeholders. Correct the reported issue before retrying.
Check whether there are changes to save
Save invoice and Save template can be disabled when content is unchanged. Entering a new version name alone does not create duplicate invoice content; use Rename in Version history instead.
Wait for confirmation
Use Save invoice, Save settings, or Save template as appropriate and wait for the result. Do not treat a changed live preview as proof of a successful save.
2. If the document looks out of date or wrong
Identify current versus historical output
A historical version intentionally keeps its saved snapshot. Reopen the current invoice to inspect current source values and supported overrides.
Check overrides and the default template
A per-invoice override can take precedence over Settings defaults. Reset the relevant field if it should inherit again, and confirm the intended template is marked Default.
Check payment duplication
Inspect Manual payments for a payment already included in Shopify’s paid amount. Verify Amount paid customizations and the selected version before interpreting an unexpected balance or credit due.
3. If download or printing fails
Let the current attempt finish
Wait for the download to complete or display an error, then use Retry download. Check the browser’s download permissions and the shown error.
Refresh an expired Admin-block link
Refresh the InvoiceWrench Invoices block to obtain a new link, or reopen the document within InvoiceWrench and choose Download PDF.
Use the supported alternative
From the invoice preview, try Print PDF and the browser’s Save as PDF. If the print dialog does not open, select Print PDF again or use Download PDF. Inspect the resulting pages.
4. If a record, action, or customer detail is missing
Check the correct shop and list
Reopen InvoiceWrench from the correct Shopify shop if the session expired. Clear search and check Previous and Next on Orders or Draft Orders.
Read the access or eligibility message
A source record may be deleted, completed, recovered, or inaccessible. Customer details depend on Shopify data permissions, and older order access depends on the installed app’s scopes.
Check Admin extension availability
Missing More actions > Edit Invoice or InvoiceWrench Invoices blocks can mean the installed app does not include the corresponding extension. Use the in-app Orders or Draft Orders workflow and contact support if needed.
5. Create a useful support case
Open the support form
Choose Help Center, then Contact support. Enter Name, Email, Category, Subject, and Message.
Describe the smallest reproducible problem
Include the app page, steps taken, what you expected, and the exact error. Leave out passwords, payment details, and customer information. The form includes your shop domain so the team can identify the installation.
Submit and keep the reference
Choose Send message and wait for Case submitted with its case reference. The team replies to the email you provide. A failed delivery retains your text for retrying.
Follow any availability notice
If the support form is disabled because delivery is unconfigured, use Email support only if that link is actually shown. If asked to wait, allow the cooldown before retrying.