Overview
| What you see | Possible cause | Fix |
|---|---|---|
| The widget does not show | The block is not in your theme, or the product is not in a plan | Add the block 'Loyalo abonnementskeuze' and check the plan under Subscriptions > Plans |
| Subscriptions are not collected | 'Loyalo charges subscriptions' is off | Switch it on under Subscriptions > Settings |
| An iDEAL collection fails | Insufficient balance, a revoked mandate, or SEPA Direct Debit is off in Mollie | Loyalo tries again and emails the customer a payment link; check SEPA Direct Debit in Mollie |
| An email does not arrive | The email is off, runs through Klaviyo, or the sender domain is not verified | Check Settings > Emails and Log > Status |
| New features do not work | Loyalo needs new permissions that have not been approved yet | Open Loyalo in the Shopify admin and approve the permissions; Status shows whether that is needed |
| An import row fails | Product, plan or mandate was not found | Look at the reason per row on the Migrate page, fix the CSV and upload again |
| A webhook to your own system does not arrive | Your system returned an error or could not be reached | Under Settings > API & webhooks you see every delivery and send it again |
The widget does not show
- Check the planThe product has to be in a subscription plan. Without a plan the widget shows nothing.
- Check the themeThe block 'Loyalo abonnementskeuze' has to be in the product form of your active theme.
- Check 'Only show Loyalo subscriptions'When this is on, plans of other apps are not shown. Useful while moving over, but a product with only a plan of the old app then shows no choice.
A payment fails
When a payment fails, Loyalo tries again on the days you have set and the customer gets an email. The subscription is at the top of the list under Subscriptions, with the error and the next attempt. On the subscription itself 'Retry now' collects once more right away.
The Status page under Analytics shows whether everything runs: points of attention, jobs that failed with a button to retry them, and when Shopify last reported something.
Where do I see who changed something?
Under Log > Activity: every change with date, time and who made it.
What do I do when an email keeps not arriving?
Check that the email is on, that it is not sent by Klaviyo and that your sender domain is verified. Send yourself a test email from Settings > Emails.
I cannot work it out. What now?
At the bottom right of the dashboard is 'Need help?'. Ask your question there; if that does not solve it, your question reaches us. Emailing works too: info@loyalo.ai.
Connecting iDEAL and Mollie
Offer subscriptions with iDEAL through your own Mollie account: the customer pays the first order with iDEAL, then Loyalo collects by direct debit.
Emails and brand style
Loyalo sends emails about subscriptions and points in your own brand style, in the customer's language. Per email you choose whether Loyalo or Klaviyo sends it.
Importing subscriptions
Move over from Juo, Recharge, Appstle or another app: copy the plans, import subscriptions from a CSV file and switch without customers noticing.