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.

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.

When auto-sync can't geocode an order's address at all, the location is held for your review (Pending approval) instead of being published at the wrong spot — open the pending location, fix the address, and approve it. A manually added or imported location with an un-geocodable address falls back to coordinates 0,0 (off the coast of Africa), which is the signal to correct it.

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 runs on every plan but is limited to your plan's backfill window (Free 7 / Starter 30 / Growth 90 / Wholesale Pro 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 published-location count is above the new plan's limit, your existing locations stay visible — nothing is hidden. You just can't manually add or import new ones (and auto-synced matches wait in your approval queue instead of publishing) until you're back under the limit by removing locations or upgrading again.

Do I need my own mapping account or API key?

No. SyncaMap provides all mapping and geocoding for you, with unmetered map loads.

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).

How long are in-app notifications kept?

Your notification history is kept for 365 days on every plan.

Still stuck?

Email [email protected] with your store URL and a description of the issue. Priority support is included on the Wholesale Pro plan.