# Customer Extension Not Showing Troubleshoot when your Draft Order Magic customer account extensions don't appear. ### Symptoms * Extension doesn't show in customer accounts * "View Draft Orders" link missing * Customer can't see their draft orders * Block or full page not displaying * B2B company members can't access drafts ### Prerequisites check Before troubleshooting, verify these requirements are met: #### 1. Customer Accounts 2.0 enabled Draft Order Magic extensions **only work with new Customer Accounts**. **Check which version you have:** 1. Go to **Settings → Customer accounts** 2. Look for account system type 3. If you see "Classic customer accounts," you need to upgrade **Upgrade to new Customer Accounts:** 1. Go to **Settings → Customer accounts** 2. Click **Upgrade** or **Activate new customer accounts** 3. Follow Shopify's upgrade wizard 4. Wait 5-10 minutes for changes to propagate 5. Test Draft Order Magic extension {% hint style="info" %} New Customer Accounts is required for any app extensions to work in customer account pages. {% endhint %} #### 2. Extension is enabled in theme **Check extension status:** 1. Go to **Sales channels → Online Store → Themes** 2. Click **Customize** on your active theme 3. In theme editor, navigate to customer account page 4. Look for Draft Order Magic block/section 5. Ensure it's enabled (not hidden) **Enable the extension:** 1. In theme editor, go to customer account templates 2. Add Draft Order Magic block if missing 3. Configure visibility settings 4. Save theme changes #### 3. Store has draft orders If no draft orders exist for a customer, the extension may be empty: 1. Verify you've created draft orders 2. Check draft orders have customers assigned 3. Ensure draft orders are "Open" status 4. Test with customer who has draft orders ### Common issues and solutions #### Extension not visible to any customers **Possible causes:** * Customer Accounts 2.0 not enabled * Extension not added to theme * App not properly installed **Solutions:** 1. **Verify Customer Accounts 2.0** * Go to **Settings → Customer accounts** * Must say "New customer accounts" or similar * Upgrade if using classic accounts 2. **Check app installation** * Go to **Settings → Apps and sales channels** * Find Draft Order Magic * Verify it's installed and active * Reinstall if needed 3. **Add extension to theme** * Go to **Online Store → Themes → Customize** * Navigate to customer account page template * Look for "Apps" section * Add Draft Order Magic block * Position it where desired * Save theme 4. **Check app extensions** * Go to **Sales channels → Online Store** * Click **View app embeds** at bottom * Ensure Draft Order Magic is enabled * Toggle OFF then ON to refresh * Save changes #### Extension only missing for some customers **Possible causes:** * Tag-based filtering enabled * Customer doesn't have required tags * No draft orders for that customer * B2B permissions not configured **Solutions:** 1. **Check tag filtering settings** * Open Draft Order Magic app * Go to **Customer Account Settings** * Check if "Filter by customer tags" is enabled * Review which tags are configured * Verify customer has required tags 2. **Verify customer has draft orders** * Go to Shopify admin → **Customers** * Find the customer * Check "Draft orders" section * Extension only shows if customer has draft orders * Create test draft order for customer 3. **Check B2B company setup** (if applicable) * For B2B customers, verify company is set up * Check company member has proper permissions * Review location assignments * Test with company admin account #### Extension shows but appears blank or empty **Possible causes:** * Customer has no draft orders * Draft orders completed or archived * Extension loading issue **Solutions:** 1. **Verify draft order status** * Draft orders must be "Open" status * Completed drafts don't show in extension * Check customer has open draft orders assigned 2. **Refresh browser cache** * Clear browser cache * Hard refresh (Cmd/Ctrl + Shift + R) * Try incognito/private window * Test in different browser 3. **Check extension configuration** * Go to Draft Order Magic settings * Review Customer Account Extension settings * Ensure nothing is accidentally disabled * Save settings again #### Full page extension not working If using full-page extension instead of block: **Solutions:** 1. **Check page is published** * Go to **Online Store → Pages** * Find Draft Order Magic page * Ensure it's published (not draft) * Check page visibility settings 2. **Verify URL/navigation** * Check customer account navigation includes link * Verify page URL is correct * Test link manually 3. **Check theme compatibility** * Some themes may not support full-page extensions well * Try block extension instead * Contact theme developer if issues persist #### B2B features not appearing For B2B customers not seeing company-wide draft orders: **Solutions:** 1. **Verify B2B is enabled on your store** * Go to **Settings → Markets** * Check B2B/wholesale channel is enabled * Ensure company feature is active 2. **Check company configuration** * Customer must be part of a company * Company must have locations assigned * Check company status is active * Verify draft orders are assigned to company location 3. **Review app B2B settings** * Open Draft Order Magic * Check B2B aggregation is enabled * Verify company filtering settings * Save and test again 4. **Test with company admin** * Create test company * Assign company admin * Create draft orders for company location * Log in as company admin to test ### Testing checklist After making changes, test systematically: * [ ] Log in as customer with known draft orders * [ ] Navigate to account page * [ ] Verify Draft Order Magic section appears * [ ] Check draft orders list displays correctly * [ ] Test clicking into a draft order * [ ] Verify B2B aggregation (if applicable) * [ ] Test tag filtering (if configured) * [ ] Try in different browsers * [ ] Test on mobile device ### Browser/device-specific issues #### Works on desktop, not mobile **Solutions:** * Check theme mobile responsiveness * Test in mobile browser (not app) * Verify extension isn't hidden on mobile * Contact theme developer if needed #### Works in one browser, not another **Solutions:** * Update browser to latest version * Clear cache in problem browser * Disable browser extensions * Test in incognito mode * Try recommended browser (Chrome) ### Still not working? If extension still doesn't appear: 1. **Document the issue:** * Screenshot customer account page * Note which customers can/can't see it * Record browser and device used * Check browser console for errors (F12) * Note your store's theme name 2. **Verify requirements again:** * Customer Accounts 2.0 enabled? * Extension added to theme? * App properly installed? * Customer has open draft orders? 3. **Contact support:** * Email: * Include store URL * Provide screenshots * Share theme name * Describe troubleshooting steps tried ### Related articles * [Customer account extension setup](https://github.com/horselditty/draft-order-docs/blob/main/product/customer-accounts/setup/README.md) * [Block extension guide](https://github.com/horselditty/draft-order-docs/blob/main/product/customer-accounts/block-extension/README.md) * [Full-page extension guide](https://github.com/horselditty/draft-order-docs/blob/main/product/customer-accounts/full-page/README.md) * [B2B features](https://github.com/horselditty/draft-order-docs/blob/main/product/customer-accounts/b2b-features/README.md) * [Tag filtering](https://github.com/horselditty/draft-order-docs/blob/main/product/customer-accounts/tag-filtering/README.md) * [Contact support](https://github.com/horselditty/draft-order-docs/blob/main/support/contact-support/README.md) --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. 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