Troubleshooting & FAQ

?My employee can't log in

1. 1Check that the employee account is active — open the employee in the admin panel and verify the status is not set to inactive.
2. 2Verify the email address is entered correctly on the employee profile (no typos or spaces).
3. 3Try resending the welcome email or a new login link from the employee's profile page.
4. 4Ask the employee to check their spam or junk folder — magic-link emails are sometimes filtered.
5. 5Check the token expiry setting in Settings → Token & Session. The default is 60 minutes. If the employee waited too long, the link may have expired.

?Products are not showing in the portal

1. 1Go to Settings → Product Sync and check the sync status. If it shows an error, review the error message and trigger a new sync.
2. 2Verify the product is published in your Shopify store (not draft or archived).
3. 3Confirm the product has been added to a catalog — TeamCo only shows products that belong to at least one catalog.
4. 4Confirm the catalog has been assigned to the employee's group — open the group and check the Catalogs tab.
5. 5Check the employee's access level: if the level is set to FULL, they only see products from their group's catalogs. If set to NONE, they see nothing.
6. 6If products were recently added to Shopify, trigger a manual product sync from Settings.

?Budget is not resetting

1. 1Open the employee's group and check the Budget settings section.
2. 2Confirm a Budget Period is selected (Daily, Weekly, Monthly, or Yearly). If set to Unlimited, no reset occurs.
3. 3For Fixed Date resets: verify the Reset day, Reset time, and Reset weekday/month fields match your intended schedule.
4. 4For Rolling resets: confirm the rolling window (days/weeks/months) is configured. The employee resets based on when they were assigned to the group.
5. 5Budget resets are processed server-side and may take a few minutes to appear. Refresh the employee's page after the expected reset time.

?Approval email was not sent

1. 1Go to TeamCo → Email Templates and verify the Approval Request email type is enabled (checkbox is checked).
2. 2Check the group's approval settings — confirm the Approval Handler is set and approval recipients are configured.
3. 3Open the employee's profile and review the Email History section for any failed delivery entries.
4. 4Verify the recipient's email address is valid and not bouncing.
5. 5Check the Email Log (TeamCo → Email Templates → Email Log) for delivery status. Failed emails can be resent from this view.

?Prices are showing as 0 or incorrect

1. 1Go to Settings and trigger a full product sync. Price data is stored in the product index and may be stale.
2. 2Open the company in the admin panel and check the Discount rate field. A rate of 0 means no discount. A rate of 100 would result in a price of 0 — verify this is intentional.
3. 3If vendor-specific discounts are configured on the company, check those values for the affected vendor.
4. 4Ask the employee to clear their browser cache and cookies, then log in again. Cached price data in the browser can occasionally display old values.

When contacting support, include your shop URL, the affected employee's email address, and the steps you already tried. This helps us resolve your issue faster.