Troubleshooting & FAQ

The map doesn't appear on my storefront

Check, in order:

1. Is the block added? The locator only shows where you've added the Store Locator block in the theme editor (Online Store → Themes → Customize). See Getting Started.
2. Are any locations visible? Only locations set to Visible appear. Check your Locations list.
3. Did you save and publish the theme? Changes in the customizer must be saved.
4. Map-load limit reached? If you've hit your plan's monthly map-load limit, the map degrades to a location list. Check Dashboard for usage, and upgrade if needed.

A location is in the wrong place on the map

This usually means the address didn't geocode cleanly. Edit the location and re-select the address from the autocomplete suggestions rather than typing it freehand. If an address can't be geocoded at all, the pin falls back to coordinates 0,0 (off the coast of Africa) — that's the signal to fix the address.

Auto-sync isn't creating locations

Check:

1. Is auto-sync enabled globally? Toggle it on under Sync → Sync rules.
2. Is the rule enabled? Each rule has its own on/off switch.
3. Does the order actually match the rule? For example, a "Customer tag: wholesale" rule only matches orders from customers tagged wholesale. Check the Sync History tab to see created and skipped orders and why.
4. Does the order have a shipping address? Orders without a shippable address can't create a location.
5. Are you on the right plan? The Free plan allows only 1 rule and basic rule types. Advanced rule types require Starter or above.

See Sync Rules for the full setup.

Backfill didn't import old orders

Backfill is Starter and above, and is limited to your plan's backfill window (30 / 60 / 365 days). Orders older than the window, or orders that don't match an enabled rule, are skipped. Check Sync History for the per-order result.

"Near me" / geolocation doesn't work

Browser geolocation requires the storefront to be served over HTTPS (it is, on Shopify) and the customer must grant location permission when prompted. If they decline, the locator still works — they can search by city or zip instead.

A customer didn't get their confirmation email

1. Confirm the rule that created their location does not have "Bypass customer confirmation before publishing" turned on.
2. Check the order has a valid customer email.
3. Confirmation emails are off by default during backfill runs — those locations route to your approval queue instead. See Customer Confirmation.

A product shows the wrong name on the map

Set up a product rule to map the raw order product to the name and link you want shown. See Product Rules.

I downgraded and can't add locations

If your location count is above the new plan's limit, your existing locations are kept but you can't add more until you're back under the limit (remove locations) or upgrade again.

Do I need my own Mapbox account or API key?

No. SyncaMap provides all mapping and geocoding within your plan's monthly map-load limit.

How long is sync history kept?

Sync log retention depends on your plan: 7 days (Free), 30 days (Starter), 90 days (Growth), 365 days (Wholesale Pro).

Still stuck?

Email support@syncamap.com with your store URL and a description of the issue. Priority support is included on the Wholesale Pro plan.