Troubleshooting

~5 min read

Most issues fall into one of a few categories. Find yours below. If nothing here helps, and we'll dig in with you.

Data Issues

My smashes are showing no data

Check these in order:

Has the initial sync completed? After install, the first data pull can take a few minutes for large stores. Wait 5 minutes and refresh.
Is your Shopify connection active? Go to dashboardSMASHBOARD Settings → Connected stores. If your store shows "Disconnected", click Reconnect.
Does your SmashQL query return any rows? Open the smash editor and click Run query. If there are zero results, your WHERE filter may be too restrictive.

My data looks stale — it's not updating

Data syncs every 15 minutes. If your data is more than 30 minutes old, the sync job may have stalled. Go to Settings → Connected stores and click Force sync. If the problem persists, disconnect and reconnect your store.

My revenue numbers don't match Shopify Analytics

By default, SmashQL queries include all orders. Shopify Analytics may use different filters (e.g. excluding refunded orders). Add WHERE financial_status = 'paid' to your SmashQL query to match Shopify's standard reporting view.

App and Login Issues

I can't log in

Log in to dashboardSMASHBOARD using your Shopify store credentials via the Shopify app listing. We don't have a separate username/password system. If you're a staff user, ask the store owner to re-send the team invite from Settings → Team.

The app isn't appearing in my Shopify admin

Try a hard refresh (Cmd+Shift+R on Mac, Ctrl+Shift+R on Windows) in the Shopify admin. If the app has been deleted, reinstall it from the Shopify App Store. Your dashboards and smashes will be restored from your account.

I see a "Permission denied" error

Your Shopify staff account may not have app installation permissions. Ask the store owner to enable Manage and install apps and channels under Settings → Users and permissions.

SmashQL Issues

My SmashQL query returns an error

Common causes:

Missing alias: The GOAL clause references a name that doesn't exist in your SELECT. Make sure your AS alias matches exactly (case-insensitive).
Invalid table name: Only shopify.* tables are supported. Check the SmashQL reference for valid table names.
Missing GROUP BY: If you're using an aggregate function like sum() or count(), you need a GROUP BY clause.

My GOAL clause isn't evaluating correctly

The GOAL clause compares the current (most recent) value of the aliased column. If you're grouping by date, make sure your query is returning rows for the current period, not a cumulative total. See the SmashQL examples for reference patterns.

Still Stuck?

If none of the above resolves your issue, . The more detail you include (what you're seeing, what you expected, and a copy of your SmashQL query), the faster we can help.

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