Find the message your rep or you see in the first column, then follow the fix. Most problems come from a missing permission, a full seat count or a price below the lowest allowed price. For setup steps, start with add reps.
| What you see |
Why it happens |
What to do |
| No Rep portal button on the store |
The app embed is off, Sales Reps is off, or the signed-in customer is not an active rep |
Turn on BSS Sales rep portal in App embeds, turn on Sales Reps, and check the rep is Active |
| Sign in to use the rep portal |
The rep is not signed in |
Sign in with the customer account used to add the rep |
| This page is for sales reps |
The account is not set up as a rep |
Add the customer as a rep |
| The rep portal isn’t available |
The app embed is off, or the account is not a rep |
Check the app embed and the rep |
| The rep portal can’t load right now |
The store could not reach the ordering service |
Try again in a minute. If it keeps failing, contact support and give the Ref |
| What you see |
Why it happens |
What to do |
| The store needs to grant more access for B2B ordering before prices can be checked. |
Allow access to your product catalog is not granted |
Click Allow access on the Reps page. See add reps |
| Your rep account is waiting for a seat |
More active reps than paid seats. Only the oldest active reps get in |
Click Add more reps, or turn off some active reps |
| Ordering is paused for your account |
You paused the rep |
Click Resume ordering |
| No customers assigned to you yet |
Nothing is assigned |
Assign customers |
| You can’t order for yourself |
The rep is the contact of that location |
Choose another customer, or set a different contact in Shopify |
| Order for [name] through their company |
The customer is a contact of a company |
Order for a location of that company |
| This customer’s market uses a different currency than the store, so the order can’t be priced. |
Reps order in your store currency only |
Order for another customer |
| This location has no contact to order for. |
The company location has no contact |
Add a contact in Shopify |
These messages show on a draft in My orders after the rep clicks Send invoice.
| What you see |
Why it happens |
What to do |
| The invoice wasn’t sent with “Nothing was sent. Try again in a moment, or tell the store if it keeps happening.” |
Shopify or the store connection failed |
Wait 10 seconds, then click Try again once. If it repeats, tell the store and give the Ref shown |
| Too many invoices sent to this recipient. Try again in a little while. |
A limit is reached, or Try again was clicked within 10 seconds of a failed send. See invoice limits |
Wait 10 seconds and try once. If it shows again, wait about an hour. The store can send the invoice from the draft order in Shopify |
| This customer has no email in Shopify, so the invoice can’t be emailed. |
The customer or the location’s contact has no email |
The store adds an email in Shopify and sends the invoice from there |
| This order is no longer a draft, so there is nothing to send. |
The draft became an order or was removed |
Go back to My orders and check the status |
| What you see |
What to do |
| Lowest price you can set is an amount |
Raise the price, or raise the rep’s Maximum discount |
| This customer must buy at least a number |
Change the quantity. A button offers the right quantity |
| This product isn’t in this customer’s catalog. |
Remove the line. Check the customer’s catalog in Shopify |
| The order doesn’t meet this customer’s order limits |
Change the amount or number of units |
| The order doesn’t meet the payment terms limits for this customer. |
Change the order, or review the Net Terms rule |
| Prices can’t be checked right now |
The pricing service is busy. Click Check again |
| Too many checks in a short time. |
Wait a minute, then try again |
| What you see |
Why it happens |
What to do |
| More active reps than paid seats |
You have more active reps than seats |
Add more reps, or turn off some active reps. No rep is turned off for you |
| This rep was not added |
All your seats are in use |
Click Save as inactive, or add more reps |
| Turn off reps first |
You tried to lower extra reps below the number of active reps |
Turn off reps, then lower the number |
| What you see |
Why it happens |
What to do |
| Rep saved, but the invite email was not sent |
The email could not be sent |
Click Resend invite |
| Sales Reps is off. Turn it on, then resend the invite. |
Invites are not sent while the module is off |
Turn on Sales Reps, then click Resend invite |
| What you see |
What to do |
| This file has no rows to import. |
The file is empty. Choose another file |
| This file has [number] rows. Import up to 500 rows at a time. |
Split the file into parts of up to 500 rows |
| This file is too large |
Use a file under 1 MB |
| Too many imports |
You can run 5 imports a minute. Wait a minute |
| The CSV file didn’t download (rep portal) |
Try again in a minute. If it keeps failing, tell the store |
| What you see |
What to do |
| Mark as paid is off |
The month is still Open. Wait until it locks |
| The Commission tab is gone |
The add-on ended more than 90 days ago. See commission |
