> ## Documentation Index
> Fetch the complete documentation index at: https://simplicityapps.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Common issues and solutions

## Survey Not Appearing

<AccordionGroup>
  <Accordion title="Survey doesn't show on thank you page" icon="eye-slash">
    **Solutions:**

    * Ensure you haven't gone over the 120 ratings per month if on the Free plan
    * Verify the extension is added to your checkout settings (Settings → Checkout → Customize)
    * Ensure you selected "Thank you" page (not other checkout pages)
    * Click "Save" in the checkout editor
    * Clear browser cache and try a new test order
    * Check that the extension is enabled (not hidden or removed)
  </Accordion>
</AccordionGroup>

## Data & Ratings

<AccordionGroup>
  <Accordion title="Test rating not showing in dashboard" icon="chart-line">
    **Solutions:**

    * Wait 10-15 seconds and refresh the dashboard
    * Verify the order completed successfully
    * Check if you've exceeded the free plan limit
    * Try submitting another test rating
  </Accordion>

  <Accordion title="Dashboard shows 0 responses but I have ratings" icon="zero">
    **Solutions:**

    * Hard refresh your browser (Cmd+Shift+R or Ctrl+Shift+R)
    * Clear browser cache
    * Try accessing from an incognito window
    * Check if you're viewing the correct store (if you have multiple)
  </Accordion>

  <Accordion title="NPS score calculation seems wrong" icon="calculator">
    **Remember the formula:**

    ```
    NPS = ((Promoters - Detractors) / Total) × 100
    ```

    * Promoters = Ratings 9-10
    * Passives = Ratings 7-8 (not counted in NPS)
    * Detractors = Ratings 0-6

    Passives don't affect the score directly, which can seem counterintuitive.
  </Accordion>
</AccordionGroup>

## Premium Features

<AccordionGroup>
  <Accordion title="Auto-tagging not working" icon="tag">
    **Check:**

    * Premium subscription is active
    * Auto-tagging is enabled in Settings
    * Settings were saved (wait 2 seconds after toggling)
    * Tags only apply to NEW ratings (not retroactive)

    **View tags:** Go to Orders in Shopify admin → Select an order → Check Tags section
  </Accordion>

  <Accordion title="CSV export button is disabled" icon="download">
    **Cause:** CSV export requires an active Premium subscription.

    **Solution:** Upgrade to Premium to unlock CSV export.
  </Accordion>

  <Accordion title="Can't find CSV file after export" icon="file">
    **Check:**

    * Your browser's Downloads folder
    * Pop-up blocker settings (may block download)
    * Browser download settings

    File name format: `nps-responses-YYYY-MM-DD.csv`
  </Accordion>
</AccordionGroup>

## Billing & Subscription

<AccordionGroup>
  <Accordion title="Upgrade button not working" icon="credit-card">
    **Solutions:**

    * Ensure you're logged in as store owner or have billing permissions
    * Check your Shopify subscription allows app charges
    * Try from a different browser
    * Contact Shopify support if issue persists
  </Accordion>

  <Accordion title="Charged but still on Free plan" icon="money-bill">
    **Wait:** It can take a few minutes for subscription status to update.

    **If still not working after 10 minutes:**

    * Refresh the app dashboard
    * Check Settings to confirm Premium status
    * [Contact support](/support/contact) with your shop domain
  </Accordion>

  <Accordion title="Want to cancel but can't find option" icon="xmark">
    **Location:** App dashboard → Settings → Scroll to "Current plan: Premium" section → Click "Downgrade to Free Plan"

    Changes take effect immediately.
  </Accordion>
</AccordionGroup>

## Still Stuck?

<Card title="Contact Support" icon="headset" href="/support/contact">
  Get help with your issue and shop domain
</Card>