Fix

Fix a problem

In short

Find what you're seeing in the list below. Each one opens the part of a page that explains why it happens and what to do about it.

Most things that look wrong in VendorDue have a reason the app can show you. Before anything else, two places answer most questions:

Open the sale. In Activity, press any sale to open it. Its timeline says what happened and when, and its working shows how the share was reached.
Look at Needs attention. Activity, then Needs attention lists everything VendorDue couldn't work out on its own, each with what it needs from you.

If neither answers it, find what you're seeing below.

Start

The demo says it's getting ready Try the demo store
Store setup didn't open Install and store setup
No vendors were found Install and store setup
Sales from before today aren't there Install and store setup
A vendor is missing Set up your vendors
The same vendor is there twice Set up your vendors
A vendor says "No products connected" Set up your vendors
A vendor's sales aren't earning anything Set up your vendors
"That address already has access to another vendor in your store" Invite vendors to their page
They say the email never came Invite vendors to their page
They can't sign in Invite vendors to their page
A vendor I expected isn't in To pay Your first pay day
The amount isn't what I expected Your first pay day
I recorded the wrong amount Your first pay day

Terms

A vendor didn't change when I changed the shop-wide terms Shop-wide terms and a vendor's own
Use the shop-wide terms isn't offered for a vendor Shop-wide terms and a vendor's own
A sale took the Default instead of a row Rate rows and the Default
"Nothing of theirs matches this yet" Rate rows and the Default
A sale has been on hold for weeks Holds
A vendor's money has cleared but has no date Holds

Sales

"No consignor rate was set when this sold" Reading Activity
"We do not know what this cost you" Reading Activity
"Your store now sells in" a new currency Reading Activity
"Shopify's copy of this changed" Reading Activity
"This order was too large to read in one pass" Reading Activity
"Shopify has not settled whether this is paid" Reading Activity
"Canceled, but the money stayed" Reading Activity
"The bank is questioning this payment" Reading Activity
"This refund does not add up to one outcome" Reading Activity
"A refund no product explains" Reading Activity
"Refund on an order from before" your record started Reading Activity
A vendor "is archived, but" an item "still sold under their name" Reading Activity
An item "sold after" a vendor's "agreement ended" Reading Activity
The share is not what I expected The sale drawer
A sale is still Scheduled on its pay day The four stages
A paid payout is back in To pay The four stages
A refund shows as To pay, with a minus The four stages
A sale isn't in Activity Finding a sale
A sale went to the wrong vendor Finding a sale
A line I expected isn't there A sale's timeline
It says the vendor confirmed a payment they say they didn't get A sale's timeline
I refunded but the vendor's share didn't change Refunds and returns
A vendor has no payout this month Refunds and returns
The sales figure is lower than Shopify's Reading Overview
It says "Reading your orders from Shopify for the first time" Reading Overview
An order is in Shopify but not in VendorDue What VendorDue reads from Shopify
"Shopify stopped letting VendorDue read your orders" What VendorDue reads from Shopify
"Reading your shop stopped part way" What VendorDue reads from Shopify
"Reading your shop stopped working" What VendorDue reads from Shopify

Payouts

A pay day came and nothing landed for anyone How a payout lands
A payout has a sale I didn't expect on it How a payout lands
A payout landed with the wrong amount How a payout lands
A vendor I expected isn't listed Upcoming payouts
The amount is less than I expected Upcoming payouts
A sale is on hold that should have cleared Upcoming payouts
A vendor is in To pay but I already paid them To pay and Pay now
The total is more than I expected To pay and Pay now
Send now isn't offered To pay and Pay now
The vendor says they weren't paid, but it says Paid Record a payment
I recorded a payment for the wrong vendor Record a payment

Vendors

A vendor I know isn't here The Vendors page
The same vendor appears twice The Vendors page

Account

I forgot my password Signing in and two-step
It keeps asking me to sign in Signing in and two-step
My authenticator app was on a phone I lost Signing in and two-step
"Passkeys can't be created inside Shopify" Signing in and two-step
"Not ready to move money yet" Before money moves
I don't have a passkey or an authenticator app Before money moves
It asks every time I download Before money moves
"Payouts and payments wait until this store's plan covers it" Plans, the trial and paused payouts
I archived vendors and payouts are still paused Plans, the trial and paused payouts
I chose a plan but VendorDue still asks me to Plans, the trial and paused payouts
"The last copy could not be prepared" Your copy of the data
Some files "did not fit" Your copy of the data
I didn't get an email I expected Emails we send
A vendor says they never got their payout email Emails we send
I get too many emails Emails we send
I uninstalled by mistake Uninstalling
I deleted the workspace by mistake Uninstalling
"The 48 hours are over" Uninstalling

For vendors

I didn't get the invitation email Welcome to VendorDue
A sale I made isn't on my page Welcome to VendorDue
I forgot my password Signing in, and several stores
My authenticator app was on a phone I lost Signing in, and several stores
"This store is not open to you" Signing in, and several stores
I changed my email address Signing in, and several stores
A sale is missing Reading your payout
My share looks too low Reading your payout
The payout says paid, but nothing arrived Reading your payout
My payout landed but I haven't been paid When you're paid
The store says they paid, but nothing arrived When you're paid
A sale has been on hold for weeks When you're paid
A payment says "Waiting for you" Your PayPal or Venmo
A payment says "Came back" Your PayPal or Venmo
I got an email that my payout details are changing, and it wasn't me Your PayPal or Venmo
My rate on a sale isn't the one on this page Your agreement and bills
I paid a bill directly but it still came off my payout Your agreement and bills
My items aren't listed under In the store Your agreement and bills
"Not taking new messages from you" Messages with the store
The store hasn't answered Messages with the store

Still stuck#

Write to us at the address at the foot of this page. Tell us the order number or the vendor's name, what you expected and what you saw. We'll never ask for your password or a sign-in code.

Thanks. We read every answer.

Checked against VendorDue on 6 Oct 2026. What's new