Retail Extensions · App · checked 2026-10-18
Find what you see in the table, then open its heading.
| What you see | Heading |
|---|---|
| The Member key shows a refusal, soon after you installed the app | The key shows a refusal after the install |
| The Member key says USD 0.00 more reaches the next plan | The key says nothing more reaches the next plan |
| A member is still on an old plan | A member did not move to a higher plan |
| A sale's cash back stays Pending | Cash back stays pending |
| A customer's group changed and their price list went with it | A customer's group changed |
The key shows a refusal after the install
What you see. A cashier adds a customer and presses Member. The till shows a refusal and not the member's plan.
What it means. The app's service cannot read your shop yet. This happens between the install and the step where you connect the app with its user.
What to do. Finish Set it up. Make the app's user and its key, choose the user on the registered application, then press Connect again on the app's record.
When to call support. Call your partner if the key still shows a refusal after Connect again says that it sent the API key.
The key says nothing more reaches the next plan
What you see. The Member key says that USD 0.00 more reaches the next plan, and the member is still on the lower plan.
What it means. The member's spend already reaches the next plan. The move waits for the daily job. It is not an error.
What to do. Wait for the next day. The app moves members once a day, soon after 02:00 UTC.
When to call support. Call your partner if the member is still on the lower plan two days later.
A member did not move to a higher plan
What you see. A member's spend reaches a higher plan, and the member stays on the old one.
What it means. The app moves members once a day. A member whose status is Inactive is not moved. Your spend window counts only the days you set under Settings, and it takes a return off the spend.
What to do. Check the member's status, and check Spend counted over the last (days) under Settings. Then wait for the next daily move.
When to call support. Call your partner if an Active member who reached the spend has not moved after two days.
Cash back stays pending
What you see. A ledger row of a sale has the status Pending, and the cash back does not show as credited.
What it means. New cash back is Pending for your return window. The app marks it Credited after the window.
What to do. Check Return window (days) under Settings. A shorter window credits cash back sooner.
When to call support. Call your partner if a row is still Pending a day after its window ended.
A customer's group changed
What you see. A customer has the customer group of their plan, and the price list, payment terms or credit limit of their old group is gone.
What it means. The app sets a customer's group to the group of their plan, also a group you set by hand. This is on purpose, so that the member discount of your promotion applies.
What to do. A System Manager sets the member's status to Inactive, so that the app stops moving the customer between plans. Then put the customer's group back by hand.
When to call support. Call your partner if you need the customer to keep a group of their own while they stay a member.