FAQ & Policies

  1. Frequently Asked Questions
  2. Custom Content Source Control
  3. Browser Support Policy
  4. Operation Support Policy for Mainland China
  5. Changing Your Compensation Plan Policy
  6. Changing your Live Domain
See all 7 articles

Support Guide

  1. How to Receive Support from DirectScale
  2. Support Escalation Protocol and Severity Levels
  3. Customer Experience Teams and Purposes


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


  1. When Will Projected Commissions Update after Making Changes to our Compensation Plan?
  2. How Do Associate Statuses Affect Commissions?
  3. Inadvertently Triggered Payments to a Test Associate
  4. Duplicating Commission Period Entries
  5. Associate Stats Not Updating (Stale Stats)
  6. Commission Payment Authorization Error
See all 7 articles

eCommerce Shop

  1. Added Banners Are Not Displaying in the eCommerce Shop
  2. New Retail Customers have "No Address on File"
  3. Associate ID is Not Valid Error during Enrollment
  4. Out of Stock Products Can Still be Purchased in the eCommerce Shop


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

Web Office

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


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

Subscriptions (AutoShips, Services, & Memberships)

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


  1. "Coupon Code name has already been used. Parameter name: Code"


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

Employees (Admin Users)

  1. Full Access User Can't Access Admin Pages

Payment Providers (Merchants)

  1. Where is Credit Card Information Stored?
  2. Payment Provider (Merchant) Authorization has Expired

Countries and Languages

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

Error Code Reference

  1. Error Code Reference