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Basic Troubleshooting
What to do when things don't go according to plan
My player isn't working!
Have you deleted any items inside your Shopify Admin? As we explain in this article, when your music is exported from Single a couple things happen. First, a “Digital Album” product is created and sent to your Shopify store. Next, a product is created for each track. While these aren’t visible to your customers, these “Digital Track” products power the preview player. The example below is what the “Digital Album” and “
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My fans aren't receiving their downloads!
Don't fear! We'll get to the bottom of it The most likely explanation is that the fan didn't enter an email address during checkout. This is a simple fix. For instructions on how to require this, check out our past support article. To investigate fan inquiries, navigate to the "Orders" tab inside your Single Dashboard. Here you can search fan emails or order numbers, and even resend the delivery email
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Digital products aren't being marked as fulfilled in Shopify!
As we send out digital music, we automatically mark digital products as fulfilled inside of your Shopify Admin. Below are some basic troubleshooting steps you can take if this isn't happening. 1) Are the albums actually being delivered? The easiest way to check is inside your Single Dashboard under the "Orders" tab. This is a central place where you can see all orders for digital music, update fan email addresses and resend delivery emails. Within each order row are columns for "Fulfi
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I accidentally deleted a product from Shopify!
No worries! Your album still exists inside your Single dashboard - you won't need to recreate the album or reupload the tracks. To republish to Shopify, just follow these simple steps. 1.) Delete the remaining "album" and "track" products from your Shopify store that were associated with that release
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