> For the complete documentation index, see [llms.txt](https://ctracker-docs.keywordrush.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://ctracker-docs.keywordrush.com/running-your-site/troubleshooting.md).

# Troubleshooting

Symptom first. Start with `Cashback Tracker` → `Logs` — most of these write a line explaining themselves.

### Shop pages return 404

`Settings` → `Permalinks`, press **Save Changes** without altering anything.

That rebuilds WordPress's URL rules. Activation does it for you, so this normally only happens on a site restored from a backup or moved between servers.

### No shops imported

1. Is the network switched **on**? `Networks` — a row reading *Not in use* is not being asked.
2. Press **Refresh shops** on the row and watch what it says.
3. Press **Log** on the row. Whatever the network refused, it said why.
4. Are you actually approved for any advertisers at that network? A count of 0 with a successful refresh means the network has nothing for you.

Credentials are the usual cause — see the page for your network in [Supported networks](/affiliate-networks/supported-networks.md).

### No orders imported

1. Is the **Orders** column on the Networks screen showing a recent check? If not, cron is not running — see [Scheduled tasks](/running-your-site/scheduled-tasks.md).
2. Press **Check orders** on the row. Unlike the scheduled run, it looks back across your whole pending history.
3. Check the **website ID**. Awin, Admitad, CJ, Pepperjam and Linkwise all identify which of your sites separately. A wrong one imports shops perfectly and reports no orders at all — which sends people looking in entirely the wrong place.
4. Was the test purchase made through a **Go to shop** link, while signed in?

### An order imported but has no member

The member tag did not come back. Almost always because the visitor was signed out, or reached the shop by some other route.

You can attach it by hand — see [Finding and fixing an order](/running-your-site/fixing-an-order.md).

### Cashback rates show the wrong number

Check the **Cashback** column in the Shop catalog. It reads `4.5%` over `of 9% · EUR` — the member's share, and the commission it comes from.

* A shop with an override uses that, not the network default.
* Changing a network default changes every shop without an override — possibly thousands.
* Orders keep the rate they were given. Nothing is recalculated.

See [Cashback rates](/shops-and-cashback-rates/cashback-rates.md).

### Coupons vanished after an import

Check **Coupons shown on a shop page**. It also decides how many are *requested* when importing, so lowering it discards coupons rather than hiding them.

Also check whether the coupons simply expired — see **Delete expired coupons after** in [Importing coupons](/coupons/importing-coupons.md).

### The AI button is greyed out or missing

In order:

1. **Does the shop have a domain?** The button is disabled without one. This is the most common reason by a distance.
2. **Is an AI provider set up in WordPress?** The connector plugin must be active *and* hold a key. WordPress lists providers on every site whether or not they are configured.
3. **Is Enable AI features on** in `Settings` → `AI`?
4. **Has the site switched AI off wholesale?** WordPress has a site-wide off switch a host or another plugin may have set.

See [Setting up AI](/ai-and-seo/setting-up-ai.md).

### Emails not arriving

1. Send yourself a preview from `Settings` → `Emails`.
2. Check the sender address is one your domain is allowed to send from. This is the usual cause, and the mail is usually in spam rather than lost.
3. Check the member email you expect is switched on.
4. If nothing at all sends, WordPress mail is failing generally — an SMTP plugin is the normal fix.

### Balances do not match what a member expects

Open them in `Members` and read the entries. The balance is built from them, so the answer is always visible.

Common causes:

* They are adding **pending** to **available**. Pending is not spendable.
* An order was **declined** after they saw it.
* Money is inside a **holding period** — the entry shows the date it lands.
* A **payout request** already moved it out of available.

See [Balances](/how-cashback-works/balances.md).

### One member sees another member's balance

Stop and check your page cache. A cached account page is the only thing that causes this.

Exclude the account page, and exclude logged-in users generally. See [Caching and performance](/running-your-site/caching-and-performance.md).

### Nothing happens in the background at all

No orders, no shop refreshes, no emails — that is WordPress cron not running.

`Cashback Tracker` → `Overview` shows whether jobs are moving. See [Scheduled tasks](/running-your-site/scheduled-tasks.md).

### Still stuck

`Cashback Tracker` → `Logs` records what the plugin and your networks actually said, in their own words. It is more specific than anything a screen can tell you, and it is the first thing support will ask for.

See [Logs and alerts](/running-your-site/logs-and-alerts.md).