Skip to content

Troubleshooting common issues

Read time: 8 minutes. Who it's for: Merchants when QuotWay isn't behaving the way they expect.

This article walks through the issues merchants hit most often, each as a symptom, the likely cause, and the steps that fix it. Work top to bottom within a section - the most common cause is listed first. If your situation isn't here, jump to When to contact us at the end.

A fast first move: open Settings → Support in the app. It surfaces recovery tools and recent webhook and conversion activity, and most fixes below point you there. On the Professional and Enterprise plans this page also lists recent webhook deliveries and failed conversions so you can act on a specific record.

The quote button doesn't appear on my storefront

Symptom: A buyer (or you, previewing the store) opens a product page and there's no "Request a quote" button.

Likely cause: The app embed isn't active, the button block isn't placed on the product template, or no targeting rule matches that product-and-buyer combination.

Steps to fix - check in this order:

  1. Is the app embed active? Go to Settings → Activation status and click Re-check. If it still reports inactive, open your theme editor and turn on the QuotWay app embed in the App embeds panel on the left.
  2. Is the quote button block placed? The button block must be added to your product template specifically. Other templates (collection, cart) don't show the button unless you add the block there too. See Quote button placement.
  3. Does a targeting rule match? Open Targeting and confirm at least one enabled product-side rule and one enabled customer-side rule match this product and this buyer. If no rule matches, the button is hidden by design (default-deny). See Targeting rules.
  4. Is the buyer signed in the way the rule expects? Rules like "logged-in only" or company-based rules won't show the button to a guest. Test as the buyer type the rule targets.
  5. Any console errors? Hard-refresh the page, then open your browser's developer console and look for messages prefixed with QuotWay. A strict theme content-security-policy can occasionally block the script - note the exact message if you contact us.

The price won't hide, even though I turned on hide-price

Symptom: You enabled price-hiding for quote-eligible products, but the price still shows on the storefront.

Likely cause: The theme's price element uses a selector QuotWay's default rule doesn't match, or the product isn't actually matched by a targeting rule.

Steps to fix:

  1. Confirm the product is eligible. Hide-price only applies to products a targeting rule matches. If the quote button shows on that product, eligibility is fine; if it doesn't, fix targeting first (see the section above).
  2. Check the price selector. QuotWay hides prices using a CSS selector that matches most themes. Custom and heavily modified themes sometimes use a non-standard price markup. In Quote button settings, set a custom price selector that matches your theme's price element.
  3. Re-check after a theme change. If you switched or updated your theme, the price markup may have changed. Re-test on a product page and adjust the selector if needed.
  4. Confirm the targeting mode. Hide-price follows your eligibility rules. If a rule was recently disabled or narrowed, a product that used to hide its price may no longer match.

A buyer submitted a quote, but I don't see it in my inbox

Symptom: A buyer says they requested a quote, but it's not in your Quotes list.

Likely cause: You're viewing the wrong store, a filter is hiding it, or a post-submission webhook didn't land.

Steps to fix:

  1. Confirm the store. If you manage more than one Shopify store, make sure you're in the right one in the Shopify admin.
  2. Clear filters. Your Quotes list may have a status or assignee filter applied. Click Reset in the filter bar, or check the page URL for a ?status= or ?assignee= value.
  3. Check webhook delivery. Open Settings → Support. On the Professional and Enterprise plans, the recent-deliveries list shows whether Shopify webhooks reached QuotWay. If a delivery is marked failed, use Replay webhook to re-process it.
  4. Ask the buyer to confirm submission. If the buyer never saw a confirmation after submitting, the request may not have completed on their end. Have them try again from a product page.

The proposal email never reached the buyer

Symptom: You sent a proposal, but the buyer says no email arrived.

Likely cause: The email landed in spam, or the buyer's mail server rejected it (a bounce).

Steps to fix - read the email status first. QuotWay records a status for each email it sends. Open the quote and check the email status:

  • SENT - QuotWay handed the email to the mail provider successfully. This is the normal status after a send. It does not confirm the message reached the inbox, so if the buyer can't find it, ask them to check their spam or junk folder and to search for your store name.
  • BOUNCED - the buyer's mail server rejected the address. The quote shows a warning banner when this happens. Use Re-send to a different address with a corrected email.
  • QUEUED - the email is waiting to send. This usually clears within a few minutes. If a send stays queued for much longer, note the quote ID and contact us.

To reduce future bounces and spam-foldering, set up SPF and DKIM for your sending domain with your email provider. See Email deliverability and bounces.

QuotWay tracks SENT and BOUNCED, and queues emails before sending. It does not confirm inbox delivery, so there is no "delivered" status to wait for - SENT is the success state after a send.

The buyer can't accept the proposal

Symptom: The buyer opened the proposal but can't accept it.

Likely cause: Their access depends on which buyer surface they're using, or an approval workflow is gating the acceptance.

Steps to fix:

  1. Customer-account extension (newer customer accounts): The buyer needs to be signed in to their Shopify customer account in the same browser session. Strict cookie isolation or a private/incognito window can block the customer account. Ask them to sign in normally and try again. The customer-account extension is available on every QuotWay plan; whether a buyer lands there or in the buyer portal depends only on whether the store uses newer or legacy customer accounts, not on your plan. See Buyer portal vs customer account.
  2. Buyer portal (legacy customer accounts or guest): The portal access code expires after 1 hour. If the buyer used an old code, the portal offers to send a new one - have them request a fresh code and re-enter it.
  3. An approval workflow is gating it. If a buyer-side approval workflow applies to this quote, the buyer's acceptance is held until their approval chain clears. The quote shows AWAITING_BUYER_APPROVAL until then. See Approval workflows.

Converting a quote to a draft order fails

Symptom: You accept a quote and try to convert it, but the draft order isn't created.

Likely cause: Something the quote references changed in Shopify since the quote was built - a variant, a customer record, the currency, or the tax total.

Steps to fix: Open Settings → Support to see recent failed conversions (on the Professional and Enterprise plans), then address the cause:

  • A product variant no longer exists. The quote refers to a variant that was deleted or changed. Re-create the quote with the current variant.
  • The customer record changed. If the buyer's customer record was deleted in Shopify, re-link the quote to a current customer before converting.
  • Currency mismatch. The accepted currency differs from what Shopify expects for the draft order. See Quoting in the buyer's currency.
  • Tax or shipping drift exceeds your threshold. When Shopify recalculates tax or shipping and the result differs from the proposed amount by more than your configured threshold, QuotWay blocks the conversion so you can review it. Edit the proposal to reconcile the difference, or - if you've reviewed it and want to proceed - use Override drift block in Support with a reason (it's logged).

Once the cause is fixed, use Retry conversion in Support, or re-convert from the quote.

Customer-account quotes aren't visible to the buyer

Symptom: The buyer signs in to their account but doesn't see their quotes, or the quote view doesn't load.

Likely cause: The store's customer-account type determines where the buyer reviews quotes - the in-account extension or the buyer portal.

Steps to fix:

  1. Identify the customer-account type. Stores on newer customer accounts show quotes inside the Shopify customer account via the QuotWay extension. Stores on legacy customer accounts (and guest buyers) use the hosted buyer portal instead. Both are available on every plan - the routing is based on the account type, not your QuotWay plan.
  2. For the in-account extension: the buyer must be signed in to their Shopify customer account in the same browser. Confirm they're using the same email the quote was sent to.
  3. For the buyer portal: send the buyer their portal link and a fresh access code. The access code expires after 1 hour, so an old one won't work. See Buyer portal vs customer account.

An attachment was rejected on upload

Symptom: A buyer or staff member tries to attach a file and it's rejected, or the upload doesn't complete.

Likely cause: The file type isn't allowed, the file contains active content QuotWay blocks, or it exceeds your plan's attachment limit.

Steps to fix:

  • Check the file type. QuotWay validates each file's type and rejects files that carry malicious or active content (for example, executables, scripts, or documents with embedded active content). Re-save the file in a standard document or image format and try again. QuotWay does not run a virus scan - it inspects the file type and rejects active content, so a rejected file isn't a virus report; it means the file type or contents aren't allowed.
  • Check the size and count. Attachment limits are set by your plan. If a file is too large or you've reached the file count, reduce the size or remove an earlier attachment. The app enforces the plan ceiling at the moment you save. See File attachments for the per-plan limits.
  • Confirm attachments are available on your plan. Form and quote attachments start on the Starter plan; message attachments are available on Professional and Enterprise. On the Lite plan, attachments aren't included.

An onboarding step won't mark complete

Symptom: You finished a setup step in the onboarding checklist, but it still shows as incomplete.

Likely cause: The checklist reads live shop state, so a step stays open until the underlying condition is actually met and saved.

Steps to fix:

  1. Save the step. Each step checks real shop state - a saved setting, an enabled rule, a placed block. If you changed something without saving, the step won't tick. Save and the checklist updates.
  2. Targeting step: it completes when at least one targeting rule is enabled. A drafted-but-disabled rule doesn't count.
  3. Activation step: it completes when the activation panel reports the app embed and quote button block are placed. Open Settings → Activation status and click Re-check after enabling the embed and placing the block.
  4. First quote step: it completes after the first quote exists. Send yourself a test request from a product page to satisfy it.
  5. Reload the app. If a step still won't tick after the condition is met, reload the QuotWay admin to refresh the live state.

A "plan restriction" message appears when using a feature

Symptom: You open a feature and see a message saying your plan doesn't include it.

Likely cause: The feature is gated to a higher plan. QuotWay's plans are Lite, Starter, Professional, and Enterprise, and some features require Professional or Enterprise.

Steps to fix:

  1. Read the message. It states which plan unlocks the feature.
  2. Compare plans. See Plans, trial, and billing for what each plan includes.
  3. Upgrade if it fits. Go to Apps → QuotWay → Billing → Upgrade plan in the Shopify admin. Paid plans include a 14-day trial with full features.

Company-aware (B2B) quoting is part of the Enterprise plan and requires a B2B-capable store. It's based on your store's B2B capability and your QuotWay plan - it isn't limited to Shopify Plus. See Plans, trial, and billing.

An approval workflow is stuck

Symptom: A quote sits in an approval state and isn't moving.

Likely cause: A step is waiting on an approver who hasn't acted, or the workflow needs an administrator to intervene.

Steps to fix:

  1. Check who the step is waiting on. The quote shows the current step and approver. If the approver is unavailable, an administrator can step in.
  2. Cancel the workflow as a last resort. An administrator can force-cancel the approval from Settings → Support with a reason. This is logged and audited. Use it only when the chain genuinely can't proceed - for example, an approver who has left the company.
  3. After cancelling, re-check the quote and continue the negotiation or conversion as normal.

My data looks missing after uninstalling and reinstalling

Symptom: You reinstalled QuotWay and your earlier settings or quotes aren't there.

Likely cause: Whether data is still present depends on how much time passed between uninstall and reinstall, and on Shopify's data-redaction process.

Steps to fix:

  1. Reinstall promptly after an accidental uninstall. If you reinstall soon after uninstalling, your shop record is reactivated and your earlier data is generally still present.
  2. Understand the redaction window. After an uninstall, Shopify eventually fires a shop/redact request. Once QuotWay processes it, that shop's data is removed. A reinstall after redaction starts fresh.
  3. If recent data is missing right after reinstall, contact us with your shop domain - we can confirm what state your shop record is in.

For how data requests and erasure work, see GDPR data requests and erasure.

When to contact us {#when-to-contact-us}

If the steps above didn't resolve it, contact our support team. To get a fast, specific answer, include:

  • Your shop domain (for example, <your-shop>.myshopify.com).
  • The quote ID, if the issue is about a specific quote.
  • A screenshot or short screen recording of what you see.
  • The steps you already tried from this article.

The more of this you include, the faster we can pinpoint the cause.

Related articles

Still need a hand? The team is happy to help.

Contact supportInstall Free on Shopify