Troubleshooting

A member doesn't get the discount

Check, in this order:

1. Logged in? The discount only applies when the member is logged in to your store with the e-mail address of their membership. A guest checkout with the same e-mail doesn't count.
2. Active? On the member page the status must be active and Ends today or later (or within the Grace period). Cancelled and ended members get no discount.
3. Minimum order? If Settings → Discount has a Minimum order, the cart subtotal must reach it.
4. Allowance used up? The member page shows Allowance left. At 0 the discount stops until the membership is renewed.
5. Other product discounts? The member discount doesn't combine with other product discounts, so Shopify applies only one of them.
6. Discount still in Shopify? Shopify admin → Discounts must list the app's automatic discount as active. If you deleted it, open Settings → Discount and select Save to create it again.

Shopify POS

The app is built for your online store. The checkout rules (pro-only products, units per product) don't run in Shopify POS.

"There's a problem with the app block" or the block is missing

Shopify doesn't add app blocks to your theme by itself. Add Pro program application or Pro member price in the theme editor (Add section / Add block → Apps). The Pro member price block works on product templates only. After switching themes, add the blocks to the new theme again.

The member price on the product page and the checkout don't match

The Pro member price block shows the member's percentage off the product price. Checkout also applies the Minimum order (optional) and the Discount allowance per membership period (optional), and only one product discount per item. Checkout is what counts. Check Allowance left on the member page.

A pro-only product can still be bought by anyone

1. Settings → Discount: Sell products tagged pro-only to members only must be on, and saved.
2. The product's tag must be exactly pro-only.
3. The rule works at online checkout only — not in Shopify POS, on draft orders or when you edit an order.

Customers can still add the product to the cart; checkout stops them with "Some items are only available to pro members…".

The form block shows on every page

You added it to the default page template, which other pages use too. Create a separate page template for your pro page, assign it to the page in Online Store → Pages, move the block there, and remove it from the default template. See The form on any page.

An applicant with a partner domain wasn't approved automatically

• Check the spelling in Settings → Applications → Email domains (optional): one domain per line, without @ or www.
• On the Free plan with 10 active members, automatic approvals wait under To review.

/apps/pro shows "Page not found"

Make sure the app is installed and open it once in Shopify admin. The address is exactly /apps/pro on your online store domain. Password-protected stores ask for the store password first.

The form says "This field is required" but it's filled in

A field with only spaces counts as empty. Type the answer again and submit.

Proof upload fails

Upload PDF, JPG, PNG, WebP or HEIC files, up to 3 files of 5 MB each.

E-mails don't arrive

• Check that the e-mail is switched on in Settings → Emails.
• Ask the member to look in their spam folder and, in Gmail, the Updates tab. E-mails come from notify@mail.lilya.work.
• Imported members get no welcome e-mail. Each reminder is sent once per membership period.
• Use Send test email to check the text: it goes to your store's contact e-mail.

"Unknown placeholder"

The subject or message has a placeholder the app doesn't know, for example {first_name}. See the placeholder list.

Import: rows can't be imported

The preview lists each row with the reason: missing or invalid e-mail, a date that isn't in the chosen Date format in the file, an end date before the start date, a group that isn't in Settings → Groups, or a discount that isn't a percentage from 0.01 to 100. Fix the file or the column match and try again.

Approving or importing stops at 10 members

The Free plan allows 10 active members. Select Change plan to move to Unlimited, or cancel members you no longer need. See Plans.

Settings won't save: "Already used by another discount"

Discount names are unique in a Shopify store. Choose another Name shown at checkout.

If the issue remains, chat with us with the chat button in the bottom-right corner of the app, or e-mail support@lilya.work. Tell us your store, the member's e-mail or the application, and any error text. More ways to reach us: Support.