--- title: Troubleshooting description: What to check when something doesn't look or work as expected. --- ## Setup ### The setup guide doesn't tick off a step VendorDeck only checks your **published** theme. Check that the templates are named exactly `brand` and `brands-directory`, that neither the block nor its section is hidden, and that you clicked **Save** in the theme editor. Then click **Check again**. In Horizon, a block added inside the **Page** section is hidden with it: remove it and add it again with **Add section**. ### "Create directory page" is greyed out The page needs the `brands-directory` template. Create it first (step 3), then click **Check again**. ### The directory page was created at `/pages/brands-1` Another page already used `/pages/brands`. The links to the directory still work. To move it, delete both pages in **Online Store > Pages** (or change the old page's handle), then click **Create directory page** again. ### A block shows "Unavailable" Shopify isn't showing it on your store, and adding it again doesn't help. [Contact us](#still-stuck) with your store's address. ## Brand pages ### The brand name shows twice The block's **Show brand name** is on and your theme still shows the page title. Hide the theme's **Page** section, or turn **Show brand name** off. ### A brand page shows only its title The page doesn't use the `brand` template, usually because it was created before the template. Save the brand in VendorDeck, or set **Theme template** to `brand` in **Online Store > Pages**. ### "Page not found" The brand is hidden (turn on **Visible on storefront**), the page has another address (click **Preview page** on the brand), or the page was deleted (click **Create page**). ### "No products available" None of the brand's products is active and published to the Online Store. New products can take up to 5 minutes to appear. ### "Browse all … products in our store" The page couldn't load its products. Reload after a minute. If it stays, check that VendorDeck's app proxy is still `/apps/vendordeck` (**Settings > Apps and sales channels > VendorDeck**) and that the app is [still connected](#changes-stopped-reaching-my-store). ### "Create page" or "Create pages" is greyed out Your plan's brand pages are all in use, or you selected more brands without a page than you have left. Select fewer brands, delete brands you don't need, or move to a higher plan ([Plans](/help/plans#how-brand-pages-count)). ### "Another brand page is being created" VendorDeck creates a store's pages one at a time, and one took longer than usual. Try again in a moment. After **Create pages**, select the brands that still show **No page** and try again. ### My changes don't show Wait a few seconds and reload. Make changes in VendorDeck, not in **Online Store > Pages**, where they're overwritten at the next save. ## Directory, carousel and widget ### A brand is missing from the directory It's hidden, it has no products (see the block's **Show brands with no products**), or it changed in the last minute or two. ### My colors and fonts don't show Turn on the **Brand page styles** app embed ([Appearance](/storefront/appearance)). ### The carousel doesn't show, or doesn't move It shows only brands marked **Featured brand**, and hides itself without any. Arrows and dots appear only when some featured brands are out of view: four fit on a computer. ### The logo widget shows "Brand: …" instead of a logo The product's vendor has no visible brand in VendorDeck. A brand without a logo shows its first letter. ## Brands ### A vendor is missing Check the products' **Vendor** field, then click **Sync brands**. Also clear the search and filter on **Brands**. ### A brand was hidden, but I didn't hide it A sync hides brands whose vendor has no products left, for example after a vendor was renamed. Turn **Visible on storefront** back on once it has products again. ### A brand I deleted came back Its vendor still has products, so the next sync added it again. Hide brands instead of deleting them. ### Image upload fails Logos can be up to 5 MB and hero images up to 10 MB, as PNG, JPEG, GIF or WebP. Save an SVG as PNG first. If Shopify can't process an image, export it again and upload it once more. ## AI content ### "AI generation is busy" or "Generation failed" The AI providers were busy or didn't return usable text, and VendorDeck already retried. Try again in a few minutes. Failed requests don't count. ### Bulk generation shows "Failed" Those brands keep their previous text. Generate again for them later. ## The app ### Changes stopped reaching my store If brand pages stop updating or new vendors stop appearing, open VendorDeck from **Apps** in your Shopify admin, which reconnects it. Then click **Sync brands**, and save again any brand that missed a change. ### Shopify asks me to approve new permissions An update needs a new permission. Approve it, or the features that need it won't work. ## Still stuck? [Contact us](/support): the support page says what to send us.