# Fix a problem

Start > Welcome · Fix · https://vendordue.com/docs/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 > 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.

## 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.

- [The demo says it's getting ready](https://vendordue.com/docs/try-the-demo-store#the-demo-says-its-getting-ready)
- [Store setup didn't open](https://vendordue.com/docs/install-and-store-setup#store-setup-didnt-open)
- [No vendors were found](https://vendordue.com/docs/install-and-store-setup#no-vendors-were-found)
- [Sales from before today aren't there](https://vendordue.com/docs/install-and-store-setup#sales-from-before-today-arent-there)
- [A vendor is missing](https://vendordue.com/docs/set-up-vendors#when-a-vendor-is-missing)
- [The same vendor is there twice](https://vendordue.com/docs/set-up-vendors#the-same-vendor-is-there-twice)
- [A vendor says "No products connected"](https://vendordue.com/docs/set-up-vendors#a-vendor-says-no-products-connected)
- [A vendor's sales aren't earning anything](https://vendordue.com/docs/set-up-vendors#a-vendors-sales-arent-earning-anything)
- ["That address already has access to another vendor in your store"](https://vendordue.com/docs/invite-vendors#that-address-already-has-access-to-another-vendor-in-your-store)
- [They say the email never came](https://vendordue.com/docs/invite-vendors#they-say-the-email-never-came)
- [They can't sign in](https://vendordue.com/docs/invite-vendors#they-cant-sign-in)
- [A vendor I expected isn't in To pay](https://vendordue.com/docs/first-pay-day#a-vendor-i-expected-isnt-in-to-pay)
- [The amount isn't what I expected](https://vendordue.com/docs/first-pay-day#the-amount-isnt-what-i-expected)
- [I recorded the wrong amount](https://vendordue.com/docs/first-pay-day#i-recorded-the-wrong-amount)
- [A vendor didn't change when I changed the shop-wide terms](https://vendordue.com/docs/shop-wide-terms#a-vendor-didnt-change-when-i-changed-the-shop-wide-terms)
- [Use the shop-wide terms isn't offered for a vendor](https://vendordue.com/docs/shop-wide-terms#use-the-shop-wide-terms-isnt-offered-for-a-vendor)
- [A sale took the Default instead of a row](https://vendordue.com/docs/rate-rows#a-sale-took-the-default-instead-of-a-row)
- ["Nothing of theirs matches this yet"](https://vendordue.com/docs/rate-rows#nothing-of-theirs-matches-this-yet)
- [A sale has been on hold for weeks](https://vendordue.com/docs/holds#a-sale-has-been-on-hold-for-weeks)
- [A vendor's money has cleared but has no date](https://vendordue.com/docs/holds#a-vendors-money-has-cleared-but-has-no-date)
- ["No consignor rate was set when this sold"](https://vendordue.com/docs/reading-activity#no-consignor-rate-was-set-when-this-sold)
- ["We do not know what this cost you"](https://vendordue.com/docs/reading-activity#we-do-not-know-what-this-cost-you)
- ["Your store now sells in" a new currency](https://vendordue.com/docs/reading-activity#your-store-now-sells-in-a-new-currency)
- ["Shopify's copy of this changed"](https://vendordue.com/docs/reading-activity#shopifys-copy-of-this-changed)
- ["This order was too large to read in one pass"](https://vendordue.com/docs/reading-activity#this-order-was-too-large-to-read-in-one-pass)
- ["Shopify has not settled whether this is paid"](https://vendordue.com/docs/reading-activity#shopify-has-not-settled-whether-this-is-paid)
- ["Canceled, but the money stayed"](https://vendordue.com/docs/reading-activity#canceled-but-the-money-stayed)
- ["The bank is questioning this payment"](https://vendordue.com/docs/reading-activity#the-bank-is-questioning-this-payment)
- ["This refund does not add up to one outcome"](https://vendordue.com/docs/reading-activity#this-refund-does-not-add-up-to-one-outcome)
- ["A refund no product explains"](https://vendordue.com/docs/reading-activity#a-refund-no-product-explains)
- ["Refund on an order from before" your record started](https://vendordue.com/docs/reading-activity#refund-on-an-order-from-before-your-record-started)
- [A vendor "is archived, but" an item "still sold under their name"](https://vendordue.com/docs/reading-activity#a-vendor-is-archived-but-an-item-still-sold-under-their-name)
- [An item "sold after" a vendor's "agreement ended"](https://vendordue.com/docs/reading-activity#an-item-sold-after-a-vendors-agreement-ended)
- [The share is not what I expected](https://vendordue.com/docs/sale-drawer#the-share-is-not-what-i-expected)
- [A sale is still Scheduled on its pay day](https://vendordue.com/docs/four-stages#a-sale-is-still-scheduled-on-its-pay-day)
- [A paid payout is back in To pay](https://vendordue.com/docs/four-stages#a-paid-payout-is-back-in-to-pay)
- [A refund shows as To pay, with a minus](https://vendordue.com/docs/four-stages#a-refund-shows-as-to-pay-with-a-minus)
- [A sale isn't in Activity](https://vendordue.com/docs/finding-a-sale#a-sale-isnt-in-activity)
- [A sale went to the wrong vendor](https://vendordue.com/docs/finding-a-sale#a-sale-went-to-the-wrong-vendor)
- [A line I expected isn't there](https://vendordue.com/docs/sale-timeline#a-line-i-expected-isnt-there)
- [It says the vendor confirmed a payment they say they didn't get](https://vendordue.com/docs/sale-timeline#it-says-the-vendor-confirmed-a-payment-they-say-they-didnt-get)
- [I refunded but the vendor's share didn't change](https://vendordue.com/docs/refunds-and-returns#i-refunded-but-the-vendors-share-didnt-change)
- [A vendor has no payout this month](https://vendordue.com/docs/refunds-and-returns#a-vendor-has-no-payout-this-month)
- [The sales figure is lower than Shopify's](https://vendordue.com/docs/reading-overview#the-sales-figure-is-lower-than-shopifys)
- [It says "Reading your orders from Shopify for the first time"](https://vendordue.com/docs/reading-overview#it-says-reading-your-orders-from-shopify-for-the-first-time)
- [An order is in Shopify but not in VendorDue](https://vendordue.com/docs/what-we-read-from-shopify#an-order-is-in-shopify-but-not-in-vendordue)
- ["Shopify stopped letting VendorDue read your orders"](https://vendordue.com/docs/what-we-read-from-shopify#shopify-stopped-letting-vendordue-read-your-orders)
- ["Reading your shop stopped part way"](https://vendordue.com/docs/what-we-read-from-shopify#reading-your-shop-stopped-part-way)
- ["Reading your shop stopped working"](https://vendordue.com/docs/what-we-read-from-shopify#reading-your-shop-stopped-working)
- [A pay day came and nothing landed for anyone](https://vendordue.com/docs/how-a-payout-lands#a-pay-day-came-and-nothing-landed-for-anyone)
- [A payout has a sale I didn't expect on it](https://vendordue.com/docs/how-a-payout-lands#a-payout-has-a-sale-i-didnt-expect-on-it)
- [A payout landed with the wrong amount](https://vendordue.com/docs/how-a-payout-lands#a-payout-landed-with-the-wrong-amount)
- [A vendor I expected isn't listed](https://vendordue.com/docs/upcoming#a-vendor-i-expected-isnt-listed)
- [The amount is less than I expected](https://vendordue.com/docs/upcoming#the-amount-is-less-than-i-expected)
- [A sale is on hold that should have cleared](https://vendordue.com/docs/upcoming#a-sale-is-on-hold-that-should-have-cleared)
- [A vendor is in To pay but I already paid them](https://vendordue.com/docs/to-pay#a-vendor-is-in-to-pay-but-i-already-paid-them)
- [The total is more than I expected](https://vendordue.com/docs/to-pay#the-total-is-more-than-i-expected)
- [Send now isn't offered](https://vendordue.com/docs/to-pay#send-now-isnt-offered)
- [The vendor says they weren't paid, but it says Paid](https://vendordue.com/docs/record-a-payment#the-vendor-says-they-werent-paid-but-it-says-paid)
- [I recorded a payment for the wrong vendor](https://vendordue.com/docs/record-a-payment#i-recorded-a-payment-for-the-wrong-vendor)
- [A vendor I know isn't here](https://vendordue.com/docs/vendors-page#a-vendor-i-know-isnt-here)
- [The same vendor appears twice](https://vendordue.com/docs/vendors-page#the-same-vendor-appears-twice)
- [I forgot my password](https://vendordue.com/docs/signing-in#i-forgot-my-password)
- [It keeps asking me to sign in](https://vendordue.com/docs/signing-in#it-keeps-asking-me-to-sign-in)
- [My authenticator app was on a phone I lost](https://vendordue.com/docs/signing-in#my-authenticator-app-was-on-a-phone-i-lost)
- ["Passkeys can't be created inside Shopify"](https://vendordue.com/docs/signing-in#passkeys-cant-be-created-inside-shopify)
- ["Not ready to move money yet"](https://vendordue.com/docs/before-money-moves#not-ready-to-move-money-yet)
- [I don't have a passkey or an authenticator app](https://vendordue.com/docs/before-money-moves#i-dont-have-a-passkey-or-an-authenticator-app)
- [It asks every time I download](https://vendordue.com/docs/before-money-moves#it-asks-every-time-i-download)
- ["Payouts and payments wait until this store's plan covers it"](https://vendordue.com/docs/plans-and-billing#payouts-and-payments-wait-until-this-stores-plan-covers-it)
- [I archived vendors and payouts are still paused](https://vendordue.com/docs/plans-and-billing#i-archived-vendors-and-payouts-are-still-paused)
- [I chose a plan but VendorDue still asks me to](https://vendordue.com/docs/plans-and-billing#i-chose-a-plan-but-vendordue-still-asks-me-to)
- ["The last copy could not be prepared"](https://vendordue.com/docs/your-data#the-last-copy-could-not-be-prepared)
- [Some files "did not fit"](https://vendordue.com/docs/your-data#some-files-did-not-fit)
- [I didn't get an email I expected](https://vendordue.com/docs/emails-we-send#i-didnt-get-an-email-i-expected)
- [A vendor says they never got their payout email](https://vendordue.com/docs/emails-we-send#a-vendor-says-they-never-got-their-payout-email)
- [I get too many emails](https://vendordue.com/docs/emails-we-send#i-get-too-many-emails)
- [I uninstalled by mistake](https://vendordue.com/docs/uninstalling#i-uninstalled-by-mistake)
- [I deleted the workspace by mistake](https://vendordue.com/docs/uninstalling#i-deleted-the-workspace-by-mistake)
- ["The 48 hours are over"](https://vendordue.com/docs/uninstalling#the-48-hours-are-over)
- [I didn't get the invitation email](https://vendordue.com/docs/vendor-welcome#i-didnt-get-the-invitation-email)
- [A sale I made isn't on my page](https://vendordue.com/docs/vendor-welcome#a-sale-i-made-isnt-on-my-page)
- [I forgot my password](https://vendordue.com/docs/vendor-signing-in#i-forgot-my-password)
- [My authenticator app was on a phone I lost](https://vendordue.com/docs/vendor-signing-in#my-authenticator-app-was-on-a-phone-i-lost)
- ["This store is not open to you"](https://vendordue.com/docs/vendor-signing-in#this-store-is-not-open-to-you)
- [I changed my email address](https://vendordue.com/docs/vendor-signing-in#i-changed-my-email-address)
- [A sale is missing](https://vendordue.com/docs/vendor-reading-your-payout#a-sale-is-missing)
- [My share looks too low](https://vendordue.com/docs/vendor-reading-your-payout#my-share-looks-too-low)
- [The payout says paid, but nothing arrived](https://vendordue.com/docs/vendor-reading-your-payout#the-payout-says-paid-but-nothing-arrived)
- [My payout landed but I haven't been paid](https://vendordue.com/docs/vendor-when-paid#my-payout-landed-but-i-havent-been-paid)
- [The store says they paid, but nothing arrived](https://vendordue.com/docs/vendor-when-paid#the-store-says-they-paid-but-nothing-arrived)
- [A sale has been on hold for weeks](https://vendordue.com/docs/vendor-when-paid#a-sale-has-been-on-hold-for-weeks)
- [A payment says "Waiting for you"](https://vendordue.com/docs/vendor-paypal-venmo#a-payment-says-waiting-for-you)
- [A payment says "Came back"](https://vendordue.com/docs/vendor-paypal-venmo#a-payment-says-came-back)
- [I got an email that my payout details are changing, and it wasn't me](https://vendordue.com/docs/vendor-paypal-venmo#i-got-an-email-that-my-payout-details-are-changing-and-it-wasnt-me)
- [My rate on a sale isn't the one on this page](https://vendordue.com/docs/vendor-agreement-and-bills#my-rate-on-a-sale-isnt-the-one-on-this-page)
- [I paid a bill directly but it still came off my payout](https://vendordue.com/docs/vendor-agreement-and-bills#i-paid-a-bill-directly-but-it-still-came-off-my-payout)
- [My items aren't listed under In the store](https://vendordue.com/docs/vendor-agreement-and-bills#my-items-arent-listed-under-in-the-store)
- ["Not taking new messages from you"](https://vendordue.com/docs/vendor-messages#not-taking-new-messages-from-you)
- [The store hasn't answered](https://vendordue.com/docs/vendor-messages#the-store-hasnt-answered)

Checked against VendorDue on 2026-10-06.