Go to Dashboard

How can we help?

Popular articles Welcome to Gelato! Getting Started with Manual Orders Getting Started with Shopify Integration Getting Started with Etsy Integration Getting Started with WooCommerce Integration Getting Started with Wix Getting Started with Squarespace What print products do you offer? What is the design editor? How does the integration with Shutterstock work? Frames & Hangers - Stock Status How does the sign-up promotion work? Why do I get charged VAT/tax on some orders and not others? Where do you print locally? How quickly do you deliver? How do I estimate the price for shipping? Where can I find the flat rates for shipping? How do I see where a specific product is being printed? I receive an error message when I try to place an order. What should I do? Email Notification from Gelato: Order [123] is on hold - Action required How do I contact Gelato? Do you offer 24/7 customer support? What is you return policy and quality guarantee? How do I report a problem with my order? How do I place a manual order via the Gelato Dashboard? How do I check the order status in the Gelato Dashboard? How do I check estimated delivery date and tracking in the Gelato Dashboard? How can I check your product price?

I installed the Gelato Shopify app but it doesn't show in my Gelato account. What should I do?

If you installed the Gelato app for Shopify, this should appear in your Shopify account under Apps > Installed apps.

Screenshot_2020-07-09_at_09.33.59.png

 

At the same time, you should be able to see your Shopify store in your Gelato account under Stores

Screenshot_2020-07-09_at_09.35.53.png

Should this not be the case, here is what we recommend.

  • Check that you have linked your Shopify store to the correct Gelato account. We have seen in many cases that customers create multiple Gelato accounts but only one of them is actually connected to their Shopify store. 

Note: We strongly recommend NOT to create multiple Gelato accounts to avoid such issues.

  • Try to uninstall the Gelato app for Shopify. You can try to uninstall the Gelato app for Shopify and install it again.
  • Contact Gelato Support team. If none of the above worked please contact us providing the email used to sign up for Gelato as well as the name of your connected Shopify store plus some screenshots of both your Shopify (Apps) and Gelato (Stores) as shown above.

Note: If you earlier unistalled Gelato app on your Shopify store and then installed again, it might break the store connection. In the API Dashboard section 'Stores', correctly connected Shopify store is shown with the Shopify logo and after the store domain we show (Shopify). If you uninstalled the app and when the connection is broken, you will see Gelato's logo and (Gelato) after your store's domain as show on the screenshot below. In such cases, please delete the store via the three dot menu and 'Edit store details' option. Then try to connect the store again as explained here.

screenshotShopify.png

Was this article helpful?
1 out of 1 found this helpful