Questions & Troubleshooting

FAQs

• Frequently Asked Questions

Support Guide

• Viewing Azure Log Analytics
• How to Receive Support from DirectScale
• Support Escalation Protocol and Severity Levels
• Customer Experience Teams and Purposes
• Reporting Bugs or Defects
• Dealing with the Sad Robot Error

Associates

• How Do I Disable the Social Security Number (SSN) Requirement?
• Is There a Set Time Period for the "Inactive" Status Class?
• Can't View an Associate's Site or Enroll Under Them
• Can I Change a Customer ID (Back Office ID)?
• Tracking Start Date Error on the Associate Details Page

Commissions

• When Will Projected Commissions Update after Making Changes to our Compensation Plan?
• How Do Associate Statuses Affect Commissions?
• Inadvertently Triggered Payments to a Test Associate
• Duplicating Commission Period Entries
• Associate Stats Not Updating (Stale Stats)
• Commission Payment Authorization Error

See all 7 articles

eCommerce & Sales

• How Do I Remove Reward Points Given to an Associate?
• Why is My Reward Points SKU Showing $0.00 for USD Price?
• "Coupon Code name has already been used. Parameter name: Code"
• Added Banners Are Not Displaying in the eCommerce Shop
• New Retail Customers have "No Address on File"
• Associate ID is Not Valid Error during Enrollment

See all 7 articles

Inventory

• Is There a Way to Delete the Images in the Select Image Pop-up?
• Inventory Items Not Pushing to Shipping Carriers
• Inventory Item Options Won't Save
• Product Name is Required Error

Web Office

• Is It Possible to Add an MP3 Audio File as a Resource for Web Office?
• Edit User Pop-up Won't Save
• Re-running Failed Orders in Web Office
• Out of Stock Products Can Still be Purchased in the Web Office

Orders

• Can I Reinstate an Order that was Refunded?
• Where Do I find Order Tax Information?
• Can I Edit the Description on an Imported Order's Detail Page?
• Coupon Code(s) Field is Missing on the Corporate Shop Checkout Page
• What Does Canceling an Order Do?

Subscriptions

• AutoShip Frequency Dropdown is Missing Options
• Service Subscriptions Not Renewing After Expiration Date
• Can I Change the Payment Merchant Being Used for AutoShips?

Reports

• Is There a Report that Shows "Active" vs. "Inactive" Inventory Items

Communication

• How Can I Edit the Automated Emails Sent by DirectScale?

Employees (Admin Users)

• Full Access User Can't Access Admin Pages

Payment Providers (Merchants)

• How Are Credit Cards Processed?
• Where is Credit Card Information Stored?
• Payment Merchant Authorization has Expired

Countries & Languages

• "Object reference not set to an instance of an object" Error When Adding Region Locale

Error Code Reference

• Error Code Reference