Troubleshooting

Solutions for the most common issues you might run into with Store QA Tool.

My scan is stuck on “Queued” or “Running”.

• A larger storefront or catalog takes longer to crawl and check - give it a few minutes, especially if the theme or language check is included.
• Still stuck after several minutes? Reach out to support with your scan number.

A check shows as “Couldn't complete”.

• Each check runs independently, so one failing never affects the rest of the scan - every other check still completes and reports normally.
• Run another scan to retry it. If it keeps failing on every scan, contact support and mention which check and scan number.

Some checks didn't run at all - no badge, no result.

• Structure, theme source, media catalog, product catalog quality, redirects, navigation, and policy content all need a valid Shopify admin session to read your catalog and theme. If that session isn’t available, these checks are skipped for that scan rather than reported as failed.
• Reopen the app from your Shopify admin to refresh your session, then run another scan.

The language check didn't run.

• This check needs the app’s AI provider configured on the backend. If it isn’t set up, the check is skipped rather than failed - there’s nothing wrong with your store or your settings.

My scan seems to be checking the storefront password page instead of my real pages.

• Your preview URL is password-protected but no preview password is saved. Add it in Scan Settings so SQA can log in through the password gate before crawling.

My uploaded theme file's images or fonts weren't checked.

• Theme archives over 25 MB have their binary assets (images, fonts, video) stripped before scanning - the report includes a finding stating how many files were excluded. Code and content are still fully checked either way. Upload a theme under 25 MB to include asset checking.

A finding I dismissed came back as “new”.

• Dismissal is tied to the finding’s exact check, location, and element. If any of those changed slightly - a URL renamed, a section moved to a different file - SQA treats it as a different issue and it can resurface as new, even though it feels like the same problem to you.

My scheduled scan ran, but I didn't get notified.

• There’s no email notification yet - scheduled scans show up in-app only. Check the Home page digest or Scan History after a scheduled run.

The Billing tab says “Coming soon”.

• That’s expected - billing isn’t switched on yet, and every store currently runs unmetered on the Free plan. See Plans & Billing.