What to include so we can help in one reply
- Your store's
.myshopify.comaddress (not the custom domain), so we can find your installation. - If it is about a PDF: the catalog name and the template, and what you expected to see on the page.
- If it is about a product: the product title or a link to it in your admin.
- If it is about billing: the date and the amount on your Shopify invoice.
Please do not send passwords or staff logins. We never need them: the app already has read access to products, which is all it takes to reproduce a catalog.
Common problems and their fixes
A product shows a dash instead of a wholesale price
The catalog uses a metafield and this product has no value in it, or the key is different from the one set in the catalog. Open the product in your admin, scroll to Metafields, fill custom.wholesale_price (or the key you chose), then press Refresh. The preflight lists every product with this problem before you generate.
Images are missing or show a placeholder
The product has no image in Shopify, or its image failed to load from Shopify's CDN at render time. The preflight flags products without an image. For the rare CDN failure, Refresh once more; if it persists, send us the catalog name.
"Free plan limit" message
The free plan allows one saved catalog, 100 products per catalog and two PDFs a month. The message says which limit you hit. Either narrow the collection, wait for the month to roll over, or start the Pro trial from the banner in the app.
"The PDF service is busy right now"
Our rendering capacity is shared and briefly full. Wait a minute and press Generate or Refresh again; your previous link stays valid in the meantime. If it repeats, email us.
The generation shows "Timed out"
A job took more than ten minutes, which should not happen; press Generate again. If the same catalog times out twice, send us its name and we will look at the render log.
The download link has expired
Links last 24 hours. Open your catalog list and press Refresh for a fresh PDF with today's data.
Billing and cancelling
Pro is a Shopify app subscription, so it appears on your Shopify invoice, not on a separate card statement. Cancel from Settings → Apps and sales channels → Sheetfolio in your admin, or by uninstalling; access runs to the end of the paid period. Refund questions follow Shopify's app billing rules; write to us with the invoice date and we will sort it out.
Feature requests
Logo images in the header, CSV export of the catalog data, and catalogs per B2B company are the three most requested things. If one of them matters to you, say so: the order we build them in follows the emails.
Other ways to reach us
Sheetfolio is made by PIXON in Serres, Greece. For press, partnerships or anything that is not support, the same address works: [email protected].