Troubleshoot Rankvia for Shopify

1. 1. Confirm the Shopify store. Make sure you're inside the Shopify store you intended to use with Rankvia.
2. 2. Confirm the Rankvia website. Check that the Rankvia website shown corresponds to that Shopify store.
3. 3. Check the Shopify connection state. Confirm whether it is connected, needs attention, or disconnected before taking another action.
4. 4. Check billing separately. A Shopify app connection problem and a Shopify billing problem are different.
5. 5. Don't create another subscription as a fix.

In Shopify Admin, open Apps, then choose Rankvia for the store you intend to manage. Rankvia opens in the store context and may continue into the broader Rankvia workspace in a new tab.

Reopen the app from Shopify Admin, confirm the current store, and let the Shopify-to-Rankvia transition complete. If Rankvia opens but shows a more specific problem, use that symptom below rather than reinstalling as a first step.

A blank page before Rankvia loads points to an app or session transition problem. A blank page after a Rankvia access step points to an account or store-association continuation problem. Return to Shopify Admin, open Rankvia again, and complete any current Rankvia sign-in step. Use Retry only when Rankvia presents that action.

Do not create another website, account, or subscription to recover from a blank state.

Check that the current Shopify store is recognized, the intended Rankvia website is associated, you are using the intended Rankvia account, and any existing onboarding or subscription state is complete. Do not start a second setup if this store should already map to an existing Rankvia website.

Shopify establishes the store context, while Rankvia can still require the account-access step used by its current onboarding flow. Confirm you completed sign-in with the intended Rankvia account and returned successfully to the Shopify store context.

The Shopify store and Rankvia website should represent the same website being managed.

If Rankvia shows a different website, do not continue website analysis, Content Calendar generation, or Shopify publishing. Confirm the store and website first, then contact support if the association is incorrect.

Confirm the app is installed for this store and that you opened Rankvia from this store. Check the expected storefront or custom domain and the existing Rankvia website/account. If the association still cannot be restored, contact support rather than creating an unrelated website.

Rankvia normally starts from the Shopify-associated store rather than requiring an unrelated website. A selector can reflect an intentional additional website, a choice between existing Rankvia websites, or a missing store association. If you're unsure, do not start another setup until the existing Shopify association is checked.

The Shopify app is associated with a specific Rankvia website/store context. Other websites in the same account have their own planning, publishing, and billing state. Confirm the website shown in Rankvia matches the Shopify store you opened before making changes.

Connected means the Shopify relationship is usable. Needs attention means Rankvia knows about the relationship but merchant action is required. Disconnected means there is no usable Shopify association. Restore the connection through the Shopify app before retrying Shopify-specific actions.

Rankvia cannot use an installation Shopify no longer considers active, for example after an uninstall or connection change. Restore the Shopify app through the supported installation or reconnect flow before retrying Shopify-specific actions.

A reinstall establishes a current Shopify app installation. Open Rankvia from the newly installed app for the same store, use the same Rankvia account, verify the expected website, and then check the connection state again. Contact support if the association does not restore.

Compare the current active plan separately from an upcoming change. For example, Current plan: Growth with Upcoming plan: Launch, starts September 18 is not a mismatch: Growth still provides access until the change takes effect. A mismatch is when Shopify and Rankvia show genuinely conflicting current plans without an upcoming change.

Verify that Shopify approval completed and Shopify shows the new plan as active. Return to Rankvia and check the current and upcoming plan state. Do not submit another upgrade while an approved Shopify change is still being reflected; contact support if the confirmed state remains inconsistent.

This can be expected: a lower plan is scheduled for the end of the current billing period, so the higher plan remains current until then. Look for the lower plan separately as the upcoming plan and its effective date. Treat it as a problem only when Rankvia's current or upcoming state genuinely disagrees with Shopify.

The current higher plan remaining active does not mean a downgrade failed. Verify Shopify shows the lower plan and effective date, then compare that with Rankvia's current and upcoming plan state. If only the upcoming change is missing after confirmation, contact support; do not buy the plan again.

Shopify confirms the billing change, while Rankvia separately reflects that state for product access. Verify Shopify approval, return to Rankvia, and check both Current and Upcoming plan. A confirmed inconsistency should go to support-not another purchase.

This can be expected while a cancellation is scheduled: the current Rankvia plan remains available through the paid period. Check the end date. Only troubleshoot if access remains after the effective end date.

Opening Rankvia on the web does not by itself create a second subscription or change the billing provider. You continue working with the same Shopify-associated Rankvia website while Shopify remains the billing provider for that subscription.

A Shopify-managed Rankvia subscription should continue using Shopify as its billing source of truth. Do not start a new direct subscription to fix the display. Confirm the Shopify subscription is active, the intended Rankvia website is selected, and the billing source shown in Rankvia; contact support for a persistent mismatch.

Verify the Shopify Rankvia subscription, the Rankvia website, the billing provider shown, and any direct Rankvia invoice. A Rankvia website should have one active billing source. If you see possible overlapping charges, contact support rather than treating duplicate billing as normal.

Uninstalling ends the active Shopify app connection and stops future Shopify publishing. Content already published to Shopify remains in the store. Rankvia retains enough disconnected context to support a normal reinstall, while Shopify-managed billing follows the Shopify lifecycle.

Open Rankvia from the newly installed Shopify app for the same store, then continue through the supported reconnect and account-recovery flow. Verify the same Rankvia account, correct website, active Shopify connection, and billing state before creating new work.

Check the same Shopify store, same Rankvia account, and same Rankvia website. Make sure the app did not associate with a new website by mistake. If those are correct but data remains missing, contact support to avoid fragmenting work across duplicate websites.

First verify the current installation is active, the correct Shopify store is open, and Rankvia recognizes the active Shopify relationship. If the app connection is healthy but an article, blog, image, or publication state fails, use publishing troubleshooting.

Contact support with the Shopify store domain, Rankvia website domain, connection state, current and upcoming plan if relevant, Shopify subscription state, exact visible message, screenshot, approximate time, and whether the app was recently installed/reinstalled or a plan recently changed.