Website issues & solutions


Issue descriptionSolution
Customer has forgotten their password Customer can reset their password on the login page by clicking “Forgot your password?” 
If customer is still struggling, you can go to their customer account in Shopify and click “Reset password” which will send an email with a link to reset their password. 
Does a customer have a Professional Shop account? Check their Contact record in Salesforce to make sure “AesthetiCare Shop User” is ticked. If this isn’t ticked, you may need to complete the internal form – New AESTHETICARE Shop User.

In Shopify, enter email address in the search bar to see if an account exists. 
Look at their customer account in Shopify. In the top right corner, it will either say “Reset password” which means they have activated their account or “Resend account invite” which means they haven’t activated their account. 
Added clinic to Shopify clinic finder but it’s not appearing Make sure you have entered the clinic address and clicked “find on map”. 
Make sure you have clicked “publish to store” on the ProMap – Store Locator app home page/dashboard 
Customer wants to change their email address for their Professional Shop account Find their customer account in Shopify. On the right-hand side, you should see their email address under the heading “Customer”, click “Edit”, enter their new email address and click “Save”. 
Unsure of product code for product in Shopify Go to products, either scroll or use the search box. Click on the correct product. Scroll down to SKU and see what value is displayed. 
Customer hasn’t activated their account and needs the email resending Type customer name or email address in the search box, click on the customer. Click “Resend account invite”, “Review email” and “Send notification”. 
Customer can’t place an order on account (credit payment option) via the Professional Shop Check to see if the customer has the tag “Credit” on their Shopify account.  
If no tag exists on the account, type “Credit” into the tag box and click enter or select the tickbox next to “Credit”. Ensure the account should have credit capability by checking in the Salesforce account before making this change. 
When customer clicks ‘Pay now’ at checkout the page is stuck loading and nothing happens – the order isn’t placed. To fix the issue the customer will need to complete local troubleshooting and even check with her bank. If she made too many unsuccessful attempts, her card could be temporarily blocked. 

Here are the local troubleshooting steps she will want to do to eliminate browser issues, etc. * Clear your cache and cookies on your browser. After this, completely reboot the browser. 

Try a different web browser, as well as incognito or private windows to rule out any browser issues.  

When using incognito, if you are still experiencing a display issue, confirm you have disabled browser extensions as these can change how the pages look.  

Ensure the web browser is up to date on the latest version (we don’t support every browser, but we do support these browsers.) 

Try another device, like another computer or mobile phone. 

Try on the Shopify Mobile app; this is usually the best step to try as it also rules out device issues. 

Try another internet connection (switching to a cellular network on a phone rather than wifi, for example) 

Ensure you do not have any firewalls or pop up blockers enabled on the device as these can interfere.