Troubleshoot pricing and get help
Follow a safe diagnostic sequence for row errors, missing banners, stalled updates, and support requests.
What you’ll accomplish
You can narrow the issue, avoid risky retries or migration actions, and send support a useful, sanitized case.
Before you start
- Know the affected product and its first-variant SKU, intended prices, and the approximate time of the issue.
- Record the exact visible error and whether the issue concerns editing, storefront display, checkout, or reporting.
- Avoid changing multiple settings at once while diagnosing the problem.
Start with the affected product
Reopen the correct store app
Launch PriceWrench from Shopify Admin. If a saved direct link lost the store context or the app says Open PriceWrench from Shopify Admin to continue, start there again.
Clear Home filters
Use Clear filters, then locate the product by title or first-variant SKU.
Read the status and reason
Check Shopify status separately from PriceWrench Status. For Needs attention, choose Review and read the exact reason beneath the badge.
Compare the actual prices
Open the linked Shopify product and verify the configured first variant's current price and currency before deciding what to resave.
Resolve price and configuration errors
- MAP Price must be a positive amount: enter a positive plain numeric value with at most two decimals.
- Customer Price must be below MAP Price: lower the customer amount or deliberately correct MAP Price after checking the intended advertised price.
- Shopify Price changed: inspect the current Shopify variant price, then review the reconciled pricing before saving.
- Store currency changed: review the intended amounts in the new currency before resaving.
- Configured product or variant no longer matches: verify the first variant and product identity rather than copying another variant's values.
- Pricing display fields are out of sync: review the row and resave the intended pricing; escalate if the problem returns.
Check interrupted or partial saves
Read the progress
Saving prices shows completed rows out of total rows. The app can show progress while you navigate to another page.
Check Activity history
Open Activity and filter to Pricing updates. Read the Summary and Failure details. Completed with errors means some products saved and others did not.
Reload before repeating a stalled action
Reopening the app checks for an active operation. Confirm whether it finished before launching another save.
Retry only unresolved work
Correct failed row values or the reported billing issue, then save the intended changes again. Keep the activity time and exact failure text for support if progress remains unclear.
Separate banner and checkout checks
If only Analytics is empty or unavailable, check its reporting period, permissions, and freshness before changing working prices. Reporting delays and banner-display problems have different causes.
Check banner installation
Use App setup guide → Install Discount Banner → Check installation. Confirm the method is active on the published theme and the Theme Editor change was saved.
Check product eligibility
Use an active, published product, select its configured first variant, and confirm the storefront currency matches the saved configuration.
Check the customer's access
A Logged-in customers only rule requires an authenticated customer at checkout. The banner's guest message is separate and may still advertise savings.
Check the actual checkout amount
A visible banner or a Settings preview alone does not establish the applied checkout discount. Record the chosen variant, quantity, currency, and login state when reporting a mismatch.
Stop for legacy migration warnings
An existing shop may show Migrate existing PriceWrench discounts before saving new pricing or ask you to finish a pending legacy migration. This is a separate administrative workflow under Analytics → Administrative tools → Legacy discount migration.
The migration page includes a dry-run review, preparation, retirement, and rollback. These are not ordinary product-price undo controls. Titles alone do not prove a discount belongs to the app, and rollback can restore broad legacy discounts.
Create a useful support case
The support request includes your form fields and attachments along with the shop, plan, submission time, and application version for troubleshooting. If the form asks you to wait before another case, avoid repeated submissions.
Open Help Center
Choose Create support case. Enter Name, the Email where you want a reply, Category, Subject, and Message.
Choose the closest category
Use Setup, Pricing Rules, Discount Banner, Import / Export, Analytics, Billing, Bug / Technical Issue, or Other.
Describe the reproducible problem
Include the affected product or SKU, exact error, approximate time, expected result, actual result, and the steps that produced it. For checkout issues, include variant, quantity, currency, and login state.
Attach only necessary evidence
Supported files are PNG, JPG, JPEG, WebP, GIF, PDF, TXT, CSV, and LOG. The limit is five files, 10 MB each, and 25 MB combined. Remove customer data, passwords, tokens, and payment details from screenshots and logs.
Submit and confirm
Choose Submit case and wait for Case submitted. Support replies to the email you provided. If delivery fails, try again; if it continues, the app directs you to [email protected].