> For the complete documentation index, see [llms.txt](https://orbit-b2b.gitbook.io/orbit-b2b-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://orbit-b2b.gitbook.io/orbit-b2b-docs/analytics/troubleshooting.md).

# Troubleshooting

## Reconnect the app to see your analytics

The page reads your figures from Shopify's sales reports, and that needs a permission to read your store's reports. If your store installed the app before Analytics existed, you haven't approved that permission yet.

Without it, the page shows this banner **instead of** figures. It never shows zeros in their place, so the banner does not mean you had no B2B sales. **Export CSV** is greyed out while the banner is showing.

**Fix:** open the app from your Shopify admin and approve the new permission. Then open **Orders → Analytics** again. The page checks the permission each time it loads, so the banner disappears as soon as you've approved it.

## The page is empty, or an order I expected is missing

Work through these in order:

1. **Is it a test order?** Shopify leaves orders paid through a test payment gateway out of its reports, so they never appear here.
2. **Was it placed before you installed the app?** Older orders were never tagged, so Shopify can't tell which of them were B2B.
3. **Does the order carry the `nileva-b2b` tag?** In Shopify, open **Orders** and search for `tag:nileva-b2b OR tag:orb2b-b2b` (orders placed before the rename carry the older `orb2b-b2b`). If the order isn't there, it didn't meet any of the [B2B conditions](/orbit-b2b-docs/analytics/overview.md#which-orders-are-counted) when it was placed.
4. **Was the customer tagged after ordering?** Whether an order is B2B is decided at the moment it's placed. If you added the customer to a group or tag later, their earlier orders don't become B2B orders. Only orders placed after the change count.
5. **Is the date range right?** Check the range button. A new order won't be in **Yesterday**, for example.
6. **Was the order placed just now?** The app tags an order just after Shopify creates it, and the page reuses figures it read within the last minute. Wait a minute and reload.

## The cost table shows a different number of orders than "B2B orders"

That's expected. **What your B2B pricing cost you** counts orders that carry the app's pricing discount, while the rest of the page counts orders tagged `nileva-b2b` (or the older `orb2b-b2b`):

* A B2B customer who paid full price is counted in **B2B orders**, but not in the cost table.
* An order that got B2B pricing but missed the B2B tag is counted in the cost table only.

See [What your B2B pricing cost you](/orbit-b2b-docs/analytics/overview.md#what-your-b2b-pricing-cost-you).

## Rows labelled "Untagged customers" or "not in a customer group"

These are real B2B sales from customers who aren't in any of your Customer Groups.

* **Untagged customers · your pricing applies to all customers, so no tag is needed**: you have an active rule for all customers, all logged-in customers or all logged-out customers. A rule like that discounts buyers who carry no tag, and an order the app's pricing discounted counts as B2B with or without a tag.
* **Untagged customers · no B2B tag on these customers**: the customers have no tags at all. The orders count as B2B for another reason, for example because the buyer is a company contact.
* **… · not in a customer group**: the customers have tags, but none of them is a group tag or a tag your pricing rules target.

To have their future orders reported under a group name, add the customers to a [Customer Group](/orbit-b2b-docs/customer-groups/add-members.md).

## A row called "Unknown"

In the **Customers** view, the order had no customer name. In the **Companies** view, the order had no company recorded on it in Shopify.

## There's no Companies button

The **Companies** view only appears after you've created at least one company in the app. See [Create a Company](/orbit-b2b-docs/companies/create-company.md).

## There's no currency button

The currency button only appears when your store sells in more than one currency. With a single currency, every figure is already in your store currency.

## A tile says "No comparison available"

Either **Compare** is set to **No comparison**, or the comparison period had nothing to compare against (for example, no B2B sales at all). In that case Shopify can't calculate a percentage change, and the page says so instead of showing 0%.

## A red error banner appears

The page couldn't read Shopify's reports. If the message mentions a rate limit or throttling, Shopify is limiting how often your store's reports can be read. The app has already retried a few times before showing the error. Wait a minute and reload the page.

## The figures look greyed out

New figures are loading. The toolbar shows **Updating…** until they arrive, and until then the dimmed numbers are still the previous range and currency.

## Next steps

* [Analytics overview](/orbit-b2b-docs/analytics/overview.md)
* [Add members to a Customer Group](/orbit-b2b-docs/customer-groups/add-members.md)
* [Target by customer tag or group](/orbit-b2b-docs/wholesale-pricing/customer-targeting.md)