Troubleshooting

Customers don't see patch options on my product page

• Turn on Etchly in your theme, and save the theme editor.
• If you changed themes, turn it on in the new theme.
• Make sure the product was published from Etchly, not copied in Shopify.

"Add to cart" shows "This customized product can't be added to cart yet."

The product isn't fully ready in your store. In Etchly, open Products, check its status, and publish it again. If it persists, contact us with the product link.

My theme's cart doesn't show the customer's choices

Some themes use a custom cart drawer. The choices are still on the order. Send us your theme name so we can check compatibility.

Publish is greyed out

On Review, check the following:

• nothing is on hold (check your notifications);
• every price is filled in;
• any print-quality warnings are confirmed.

The message beside Publish tells you what's missing.

My upload was refused

• Use PNG, JPG, SVG, WebP or TIFF under 25 MB.
• AVIF and HEIC photos can't be used yet. Save or export the file as a PNG or JPG.
• PDF isn't supported.
• Some SVG files can't be used for production. Export a simpler SVG or a high-resolution PNG.

An order says Awaiting funds

Add funds in Wallet. Production starts automatically.

An order was rejected

Shopify shows the reason. Common reasons:

• the address isn't in the United States;
• fewer than 6 of a custom patch style;

Checkout says a minimum isn't met

Custom Patches need at least 6 of each style in one order. Ask the customer to increase the quantity.

Tracking hasn't appeared

Tracking is added when the package ships. Orders typically ship in 2–5 business days after they are accepted; peak season can take a little longer. Contact us if it's later.

I can't find Etchly in my admin

Go to Apps → Etchly. Pin it from the app's menu so it stays in your sidebar.

I'm not getting emails from Etchly

In Settings, open Email notifications and check which categories are on: Publishing, Orders and wallet, Artwork and rights, Messages from Etchly, Other updates, and Product news and offers. Emails go to your store's email address in Shopify. If emails to that address don't get through, Etchly stops sending until you change the address in Shopify. Every email has a link to turn off just that category.