Troubleshooting
Use this page to quickly locate troubleshooting guidance across the 3 Clicks Cloud platform. Each section below links to the relevant feature page where detailed resolution steps are provided.
Can't find your issue?
If your issue is not listed here, try the Search feature or contact support via Support Tickets.
Order
Common issues when creating, importing, or managing orders.
| Issue | Where to Find Help |
|---|---|
| Required fields missing from order creation form | Order > Create |
| Component compliance validation blocking order sharing | Order > Create |
| Bulk order items not appearing in search results | Order > Create |
| Import template validation errors or skipped rows | Order > Import New Orders |
| AI Import Beta mapping, worksheet, or preview vs committed data | Order > AI Import Beta |
| Rows not updating during order import | Order > Update Existing Orders |
| Field rules or dropdown values not matching Site Settings | Order > Import Fields and Rules |
| Import did not apply prices, or prices were lost on update | Order > Import Fields and Rules |
| Importing regional Sell and RRP for multiple markets on an order | Order > Import Fields and Rules |
| Order Definition tab missing, an expected section (e.g. Fabric) not shown, or fields not editable | Order > Definition |
| Colour or pricing not displaying correctly | Order > Colours and Pricing |
| Market missing from order Market Pricing | Order > Colour Quantity & Pricing |
| Style Tags column not visible on order | Order > Colour Quantity & Pricing |
| Not all style markets appear on an order | Order > Style Details |
| Specification tab missing or measurements not syncing | Order > Specification |
| Order sample report measurements after Style > Specification rows are removed or changed | Order > Samples > Edit Sample Report |
| Critical path milestones not appearing | Order > Critical Path |
| Order detail fields or dropdowns not working | Order > Details |
| Code generation or SKU issues | Order > Codes |
| Pack barcode or colour pack columns on order Codes | Order > Codes |
| Shipping origin or destination issues on orders | Order > Shipping |
| Custom fields not appearing or editable | Order > Custom Fields |
| Testing section or QA issues | Order > Testing |
| Costing widget, Market Price Layout, or prices not matching the linked costing | Order > Side Widgets > Costing |
Dates and timelines
Cross-application date behaviour:
| Issue | Where to Find Help |
|---|---|
| Style dates and Order dates are not synced, or timelines did not update across modules | Dates across applications |
| Order keeps reverting to Completed after correcting In Store | Dates across applications |
| Component compliance blocking share or purchase orders after validity dates changed | Dates across applications |
| Shipment ETD / ETA does not match the order | Dates across applications |
Style
Common issues when creating, importing, or configuring styles.
| Issue | Where to Find Help |
|---|---|
| Style creation form missing required fields | Style > Create |
| Colour or pricing issues | Style > Colours and Pricing |
| Specification measurements or grade types not working | Style > Specifications |
| Style sample report measurement warnings, refresh, or rows removed from Style > Specification | Style > Samples > Edit Sample Report |
| Critical path template not applying | Style > Critical Path |
| eCommerce markets or B2B publishing issues | Style > eCommerce |
| eCommerce Version History, rollback, republish, or compare | Style > Side Widgets > eCommerce Status |
| Channel readiness percentage, missing channel profiles, or readiness fields not updating | Site Settings > Style > Channels |
| Style Search Channel Readiness view or channel filter after opening from the dashboard | Dashboard > Channel Readiness, Search > Style Search |
| Shopify store connection, sync trigger, channel override, or variant sync issues | Site Settings > Integrations > Shopify |
| Style image gallery, delete permissions, B2B image visibility, or document image order | Style > Images |
| Media Library search, filters, image paths, or asset usage | Style > Media Library |
| Style import validation errors or skipped rows | Style > Import New Styles |
| Rows not updating during style import | Style > Update Existing Styles |
| Style import field rules not matching Site Settings | Style > Import Fields and Rules |
| Size Scale Code rejected or wrong size scale on style import | Style > Import Fields and Rules |
| Importing regional Sell and RRP for multiple markets on a style | Style > Import Fields and Rules |
| Spec import template issues | Style > Spec Import New |
| Spec import update rows being skipped | Style > Spec Import Update |
| Spec import field validation | Style > Spec Import Fields and Rules |
| Style detail fields or screenshots not working | Style > Details |
| Sub Category dropdown empty or missing options on a style | Style > Details |
| Definition field configuration issues | Style > Definition |
| Code or barcode generation issues | Style > Codes |
| Pack Barcodes grid, empty section, or pack row actions on style Codes | Style > Codes |
| Custom fields not appearing | Style > Custom Fields |
| Market custom fields missing, empty, or not on eCommerce markets | Site Settings > Style > Market Custom Fields |
| Related styles not linking | Style > Related |
| Inventory data issues | Style > Inventory |
| Sales order tab issues | Style > Sales Order |
| Packaging GTIN or dimension issues | Style > Packaging |
Component
Common issues when importing or managing components.
| Issue | Where to Find Help |
|---|---|
| Component import validation errors | Component > Import New |
| Component rows not updating during import | Component > Update Existing |
| Component import field rules | Component > Import Fields and Rules |
Shipping
Common issues when creating, tracking, or importing shipments.
| Issue | Where to Find Help |
|---|---|
| Shipment not appearing in the shipment list | Shipping > Overview |
| Container quantities not matching expected values | Shipping > Overview |
| Shipping numbers causing inconsistent search results | Shipping > Overview |
| Shipment import validation errors | Shipping > Import New Shipments |
| Shipment import field rules not matching Site Settings | Shipping > Import Fields and Rules |
| Rows not updating during shipment import | Shipping > Update Existing Shipments |
| Shipment creation dropdown or validation issues | Shipping > Create |
| Custom fields not appearing on shipments | Shipping > Custom Fields |
Costing
Common issues when creating or importing costings.
| Issue | Where to Find Help |
|---|---|
| Costing creation form issues | Costing > Create |
| Costing import template or currency issues | Costing > Import Type |
| Retail template, margins, completion, or style/order price sync | Costing > Retail Type |
| Component costing calculations | Costing > Component Type |
Compliance
Common issues when creating or managing compliance records.
| Issue | Where to Find Help |
|---|---|
| Compliance creation issues | Compliance > Create |
| Compliance detail fields not editable | Compliance > Details |
| Corrective action plan issues | Compliance > Corrective Action Plan |
| Compliance critical path not applying | Compliance > Critical Path |
| License-type compliance issues | Compliance > License Type |
| Audit-type compliance issues | Compliance > Audit Type |
Claim
Common issues when creating or managing claims.
| Issue | Where to Find Help |
|---|---|
| Claim creation issues | Claim > Create |
| Claim detail fields not working | Claim > Details |
| Image upload issues on claims | Claim > Upload Images |
| Claim order linking issues | Claim > Order |
License
Common issues with license management.
| Issue | Where to Find Help |
|---|---|
| License creation issues | License > Create |
| License detail fields or royalties | License > Details |
| License overview or module access issues | License > Overview |
| License items or amendments | License > Items |
Sales Order
| Issue | Where to Find Help |
|---|---|
| Sales order detail fields not displaying correctly | Sales Order > Details |
Integration
Common issues with third-party integrations.
| Issue | Where to Find Help |
|---|---|
| Cannot access Site Settings > Integrations or choose the right integration | Site Settings > Integrations |
| Shopify sync not working or API errors | Site Settings > Integrations > Shopify |
| How styles, colours, and sizes map to Shopify products and variants | Site Settings > Integrations > Shopify |
| Multiple colours creating separate Shopify products, per-store colour control, or colour rename behaviour | Site Settings > Integrations > Shopify |
| Xero connection, bill defaults, automation, or Supplier Sync issues | Site Settings > Integration > Xero > General Settings |
| Xero push skipped, failed, or bill not visible after Push to Xero | Integration > Xero > How Xero Works |
| Xero payment terms mapping or bill due date issues | Site Settings > Integration > Xero > Payment Terms Mapping |
| Xero sync history, error, or skipped status issues | Site Settings > Integration > Xero > Sync Activity |
| Xero feature toggle, hub navigation, or repeated mapping sync failures | Site Settings > Integration > Xero |
| API authentication failures (401, signature, clock skew) | API |
Supplier Portal
Common issues for supplier portal users and administrators.
| Issue | Where to Find Help |
|---|---|
| General supplier portal access, visibility, or getting started | Supplier Portal > Overview |
| Supplier not appearing or invitation issues | Supplier Portal > Add Supplier |
| Supplier type configuration issues | Supplier Portal > Type Configuration |
| Critical path not displaying or updating | Supplier Portal > Manage Critical Path |
| Staff member access issues | Supplier Portal > Add Staff |
| Staff invitation, expired link, or invite email issues | Supplier Portal > Invite Staff |
| Re-inviting a removed supplier staff member | Supplier Portal > Invite Staff |
| Removing a staff member or restoring access after removal | Supplier Portal > Settings |
| Supplier portal modules missing (Style, Order, or other areas) | Site Settings › Company › Roles & Permissions |
| File sharing or access issues (instance users) | Supplier Portal > Files |
| Drive folders empty, download issues, or missing files in shared folders | Supplier Portal > Drive |
| Sample report generation issues | Supplier Portal > Sample Reports |
| Sample requirements visibility or sync issues | Supplier Portal > Sample Requirements |
| Dashboard counts, Recently Viewed, or Recent Updates issues | Supplier Portal > Dashboard |
| Home Calendar empty, filters, permissions, or completion issues | Home > Calendar |
| Outstanding Activities calendar empty, filters, or completion issues | Supplier Portal > Outstanding Activities |
| Invited but cannot see orders or costings | Supplier Portal > Guides |
| Costing shared by instance user not visible in Quotes | Supplier Portal > Guides |
| Identifying which instance user made a change | Supplier Portal > Guides |
| Favourite search missing, stale layout, or access issues | Supplier Portal > Favourite Searches |
| Support ticket submission, response times, or attachments | Supplier Portal > Support |
| Settings access, company profile, staff details, or account deletion | Supplier Portal > Settings |
| Profile picture, preferences, notifications, password, or MFA issues | Supplier Portal > Profile |
| Active Instance details, Modern Slavery disclosure, or superseded statements | Supplier Portal > Active Instance |
| Order search empty, filters, export, favourite search, or date editing issues | Supplier Portal > Orders |
| Order Details, Quantity, Pricing, Shipped Quantity, documents, or files on a shared order record | Supplier Portal > Order |
| Order Definition tab missing, empty sections, component mismatches, T.Qty issues, or list/grid view issues | Supplier Portal > Order > Definition |
| Order Specification tab missing, empty measurements, size mismatches, or specification comment access issues | Supplier Portal > Order > Specification |
| Order Critical Path tab missing, empty activities, portal completion, or note visibility issues | Supplier Portal > Order > Critical Path |
| Order Samples tab missing, empty requirements, sample cost or currency, or sample report sharing and edit access issues | Supplier Portal > Order > Samples |
| Order Testing tab missing, empty components, test completion, approval, file, or note visibility issues | Supplier Portal > Order > Testing |
| Order Codes tab missing, empty code table, missing columns, ticket description mismatches, or note visibility issues | Supplier Portal > Order > Codes |
| Style search empty, filters, export, favourite search, or tab visibility issues | Supplier Portal > Styles |
| Style Details, Colours, Pricing, documents, or files on a shared style record | Supplier Portal > Style |
| Style Definition tab missing, empty sections, component mismatches, or list/grid view issues | Supplier Portal > Style > Definition |
| Style Specification tab missing, empty measurements, size mismatches, or comment access issues | Supplier Portal > Style > Specification |
| Style Critical Path tab missing, empty activities, portal completion, or note access issues | Supplier Portal > Style > Critical Path |
| Style Samples tab missing, empty requirements, sample cost or currency, or sample report edit access issues | Supplier Portal > Style > Samples |
| Costing search empty, filters, export, favourite search, Costed column, or quote access issues | Supplier Portal > Costings |
| Costing Details, Style, component or price editing, Notes, Comments, documents, or files on a shared costing record | Supplier Portal > Costing |
| Compliance search empty, filters, export, favourite search, CAP column, expiration, or order-sharing issues | Supplier Portal > Compliance |
| Compliance Details, Audit, CAP completion, Comments, or files on a shared compliance record | Supplier Portal > Compliance |
| Claim search empty, filters, export, favourite search, status, order link, or record visibility issues | Supplier Portal > Claims |
| Claim Details, Order, Images, Comments, Claim Sheet, or files on a shared claim record | Supplier Portal > Claim |
Customer Portal
Common issues for Customer Portal users and administrators.
| Issue | Where to Find Help |
|---|---|
| Admin settings not accessible | Customer Portal > Administration |
| Customer Portal dashboard access or shortcut issues | Customer Portal > Dashboard |
| B2B Online Store access, missing products, or checkout issues | Customer Portal > Browse B2B Online Store |
| Customer Portal log-in, catalogue, or submitted order issues | Customer Portal > Overview |
| Portal role or product range access (Brand, Collection, License, Type) | Site Settings › Company › Roles & Permissions |
| Account creation issues | Customer Portal > Create Account |
| Account detail update issues | Customer Portal > Manage Account |
| Company profile issues | Customer Portal > Company Details |
| Staff invitation or staff profile issues | Customer Portal > Manage Staff |
| Store search, Quick Order, or add-to-cart issues | Customer Portal > Store |
| Shared styles missing from Asset Library or read-only access issues | Customer Portal > Asset Library |
| Sales order visibility or follow-up issues | Customer Portal > Sales Order |
| Profile settings, image upload, or password reset issues | Customer Portal > Profile Settings |
| Favourite product visibility or add-to-cart issues | Customer Portal > Favourites |
| Cart checkout, quantity, or file upload issues | Customer Portal > Cart |
| Shopping list product, cart, or deletion issues | Customer Portal > Shopping Lists |
Search and Reports
Common issues with search, data management, and reporting.
| Issue | Where to Find Help |
|---|---|
| Search results not returning expected data | Search > Overview |
| Column management or view configuration issues | Search > Manage Data |
| Report generation or export issues | Reports > Overview |
| Cannot save a new favourite report (50 limit reached) | Reports > Overview |
| Milestone Orders favourite, filter, or column layout issues | Reports > Orders > Milestone Orders |
| Admin report configuration | Reports > Admin |
Planner
Common issues when creating or managing planners.
| Issue | Where to Find Help |
|---|---|
| Planner creation form issues | Planner > Create |
| Planner detail fields not saving | Planner > Details |
| Style tab filters or data not loading | Planner > Style |
Support Tickets and AI Assistant
| Issue | Where to Find Help |
|---|---|
| Support ticket issues | Support Tickets > Overview |
| AI Assistant / Chatbot issues | AI Assistant > Overview |
Dashboard and Drive
| Issue | Where to Find Help |
|---|---|
| Chart not displaying data | Dashboard > Create Chart |
| Channel readiness summary missing, unexpected percentages, or drill-through to Style Search not working | Dashboard > Channel Readiness |
| File upload or management issues | Drive > Manage Files |
Multifactor Authentication (MFA)
Common issues with MFA setup and login.
| Issue | Where to Find Help |
|---|---|
| MFA setup or QR code issues | MFA > Setup |
| MFA login code not working | MFA > Login |
| General MFA questions | MFA > Overview |
| Entry point from Settings > Security or personal MFA screen | Settings > Security |
Adobe Illustrator Plugin
Common issues when installing or using the Adobe Illustrator plugin.
| Issue | Where to Find Help |
|---|---|
| Plugin not appearing in Extensions menu | Adobe Illustrator Plugin |
| Login credentials not being accepted | Adobe Illustrator Plugin |
| Files not syncing between plugin and platform | Adobe Illustrator Plugin |
User Settings
Common issues with personal account preferences and notifications.
| Issue | Where to Find Help |
|---|---|
| Notification or email delivery preferences | Settings > Notifications |
| Mine / All scope filtering on application notifications | Settings > Notifications |
| Notification centre empty, read/unread rows, or actions on notification rows | Notifications > Overview |
| Profile picture, email, language, or password in personal settings | Settings > Profile |
| Profile picture, personal details, email, or password reset | Settings > Profile |
| MFA from Settings > Security, recovery codes, or missing Security menu | Settings > Security |
Site Settings
For Site Settings configuration issues, each settings page has its own troubleshooting section. Navigate to the relevant settings page from the Site Settings Overview and scroll to the Troubleshooting section at the bottom.
| Issue | Where to Find Help |
|---|---|
| Sub Category dropdown empty on a style, or sub categories not linked to a category | Site Settings > Style > Category |
| Xero feature toggle, hub navigation, or repeated mapping sync failures | Site Settings > Integration > Xero |
| Xero connection status, bill defaults, auto-submit / void, or Supplier Sync | Site Settings > Integration > Xero > General Settings |
| Xero push skipped, failed, or bill not visible after Push to Xero | Integration > Xero > How Xero Works |
| Xero payment terms mapping or bill due date issues | Site Settings > Integration > Xero > Payment Terms Mapping |
| Xero sync history, error, or skipped status issues | Site Settings > Integration > Xero > Sync Activity |
| Import options missing from the upload icon or import menu | Site Settings › Company › Roles & Permissions |
| Supplier Portal role or module visibility (Style, Order, and other apps) | Site Settings › Company › Roles & Permissions |
| Sales Order / DAM Portal advanced access options missing or incomplete | Site Settings › Company › Roles & Permissions |
| Portal External Connections summary counts differ from the connection list | Site Settings › Portal › General Settings |
| External connection pending, portal registration, or invite issues | Site Settings › Company › External Connections |
| Supplier or customer portal access wrong after connecting a business | Site Settings › Company › External Connections |
| B2B Online Store catalogue or product range differs from expected | Customer Portal › Overview |