> For the complete documentation index, see [llms.txt](https://help.mimeeq.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.mimeeq.com/commerce-and-integrations/shopify/error-recovery.md).

# Shopify Error Recovery Center

Track configurator and cart errors in one place and follow up with affected customers. Learn to filter, export and resolve errors in the Error Recovery Center.

Running an online store means dealing with inevitable technical challenges, from pricing sync issues to API timeouts and configurator glitches. The Error Recovery Center transforms these potential roadblocks into opportunities for exceptional customer service.

View error logs, export data and follow up with customers who experienced problems, all in one place. When errors occur, they're automatically logged here and you receive email notifications (if configured). Each error record contains detailed information to help you quickly resolve issues and maintain customer satisfaction.

{% hint style="info" %}
To receive email alerts for errors, configure notifications in your Mimeeq app settings. See [Shopify Error Notifications](/commerce-and-integrations/shopify/error-notifications.md) for step-by-step instructions. Errors are only logged here when the notification category is turned on and **Track in Error Recovery Center** is enabled. **Critical alerts** are on by default; **Optional diagnostics** are off by default, so those errors only appear here after you turn them on.
{% endhint %}

***

## Access the Error Recovery Center

1. Log in to your Shopify admin panel.
2. Navigate to the Mimeeq app.
3. Click **Error Recovery Center** in the app menu.

***

## Error data grid overview

The main view displays all error records in a data grid. Here's what each column means:

{% hint style="warning" %}
**Customer contact details** may be empty if the customer chose not to provide them. **Email** is the only required field in the customer form.
{% endhint %}

<table><thead><tr><th width="175.375">Column</th><th>Description</th></tr></thead><tbody><tr><td><strong>Error Type</strong></td><td>The type of error that occurred (e.g. Zero Price, Add to Cart, Configurator Not Loading, Variant Not Available, Non Existing Variant)</td></tr><tr><td><strong>Error Code</strong></td><td>Unique code for tracking each error</td></tr><tr><td><strong>Timestamp</strong></td><td>Exact time when the error occurred</td></tr><tr><td><strong>Status</strong></td><td>Current status: <strong>Unresolved</strong> or <strong>Resolved</strong> (manually changeable)</td></tr><tr><td><strong>Product Name</strong></td><td>Name of the affected product (empty for configurator loading errors)</td></tr><tr><td><strong>Page URL</strong></td><td>Direct Shopify URL where the error occurred</td></tr><tr><td><strong>Email</strong></td><td>Customer's email address (if provided)</td></tr><tr><td><strong>Name</strong></td><td>Customer's name (if provided)</td></tr><tr><td><strong>Comment</strong></td><td>Customer's comment or note (if provided)</td></tr></tbody></table>

![Error Recovery Center data grid listing error records with type, code, timestamp, status and customer details](https://621103948-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsqWfi8ifBhTdkvf1vOlY%2Fuploads%2FvIIoyh7MbRGXS9eLRrmn%2Fshopify-error-recovery-v2-new_1u1og1s.png?alt=media)

***

## Error types reference

The Error Recovery Center can log the following error types. Each maps to a notification category in your [notification settings](/commerce-and-integrations/shopify/error-notifications.md). Categories belong to one of two groups:

* **Critical alerts:** issues that stop a customer from completing a purchase. On by default.
* **Optional diagnostics:** deeper technical signals for troubleshooting. Off by default, so these errors are only logged after you turn the category on.

{% hint style="info" %}
A single notification category can cover more than one underlying error type. For example, both **Configurator not loading** and **App template error** appear under the **Configurator failed to initialize** category in Notifications, but are stored and displayed as distinct labels in the Error Recovery Center.
{% endhint %}

<table><thead><tr><th width="176.02734375">Notification category</th><th>Group</th><th>Error Recovery Center label</th><th>What it means</th></tr></thead><tbody><tr><td><strong>Product price missing</strong></td><td>Critical alerts</td><td>Zero price</td><td>A customer tried to add a product with no price or a $0 price</td></tr><tr><td><strong>Add to cart failed</strong></td><td>Critical alerts</td><td>Add to cart error</td><td>A customer couldn't add a configured product to cart due to a Mimeeq–Shopify connection or configuration problem</td></tr><tr><td>↳</td><td>Critical alerts</td><td>Non existing variant</td><td>The selected variant doesn't exist in the product catalogue. Tracked and emailed under the <strong>Add to cart failed</strong> category</td></tr><tr><td>↳</td><td>Critical alerts</td><td>Unknown error</td><td>An unexpected error occurred while adding to cart. The record may later show a more specific error type once the cause is identified</td></tr><tr><td><strong>Variant not available</strong></td><td>Critical alerts</td><td>Variant not available</td><td>The selected product variant is out of stock</td></tr><tr><td><strong>Configurator failed to initialize</strong></td><td>Optional diagnostics</td><td>Configurator not loading</td><td>The configurator failed to load or become ready in time</td></tr><tr><td>↳</td><td>Optional diagnostics</td><td>App template error</td><td>A missing or invalid template, or a custom interface that failed to load</td></tr><tr><td><strong>Product failed to load</strong></td><td>Optional diagnostics</td><td>Product failed to load</td><td>Network failure, server error, or invalid/missing product data</td></tr><tr><td><strong>Customer data unavailable</strong></td><td>Optional diagnostics</td><td>Customer data error</td><td>Required Mimeeq account metadata couldn't be loaded</td></tr><tr><td><strong>Product not linked to configurator</strong></td><td>Optional diagnostics</td><td>Short code error</td><td>The product has no shortcode connecting it to a configurator</td></tr></tbody></table>

{% hint style="warning" %}
**Optional diagnostics records don't always mean something is wrong.** They can include isolated loading failures caused by unstable connections, ad blockers, privacy settings, network security restrictions, or temporary service interruptions. Look for repeated records before treating one as an ongoing problem.
{% endhint %}

***

## Filter and sort errors

Find specific errors quickly using filters and sort options. Filter by status to focus on unresolved issues, or by error type to identify patterns. Sort by any column to organise the data the way you need.

**Available filters:**

* **Status:** All, Unresolved, Resolved
* **Error Type:** every error type listed in the [Error types reference](#error-types-reference), including optional diagnostics

![Status and Error Type filter dropdowns above the Error Recovery Center grid](https://621103948-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsqWfi8ifBhTdkvf1vOlY%2Fuploads%2FyTYCYpyskOf41aJrIsDN%2Fshopify-error1-recovery-v2-new_198e5od.png?alt=media)

***

## Export error data

Click **Export** above the data grid to export your error data for further analysis. The system generates and downloads a CSV file with all your error records.

***

## View error details

Click any error record to open a detailed view with complete information about the issue. The view has three main sections:

* **Error information** with status controls
* **Customer contact details** for follow-up
* **Product configuration data** to help diagnose the problem

{% hint style="warning" %}
Available information varies by error type, based on what data can be collected.
{% endhint %}

![Detailed error view with error information, customer contact details and product configuration data](https://621103948-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsqWfi8ifBhTdkvf1vOlY%2Fuploads%2F5UwKIjxtOQlRao7zvntW%2Fshopify-error2-recovery-v2-new_1fex0vr.png?alt=media)

***

## Manage errors

### Change error status

Open the error detail view and use the status dropdown to mark the error as **Resolved** once the issue is fixed. We recommend adding internal notes to document what was done to resolve the issue for future reference.

![Status dropdown and internal notes section in the error detail view](https://621103948-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsqWfi8ifBhTdkvf1vOlY%2Fuploads%2F0AEh3twQ9tAAmh72vFSL%2Fshopify-error3-recovery-v2-new_1osmtkt.png?alt=media)

### Follow up with customers

When a customer provides contact information, copy their email address from the detail view to send them a personalised follow-up message. After reaching out, update the error status to **Resolved** and add notes about the interaction to keep a complete record of how the issue was handled.

***

## Best practices and troubleshooting

Follow these strategies for efficient error management and customer satisfaction:

1. **Prioritise by impact:** focus on critical alerts first, and on errors affecting multiple customers or high-value products.
2. **Document resolutions:** use internal notes to track what fixed each issue.
3. **Follow up promptly:** contact customers within 24 hours when possible.
4. **Look for patterns:** identify recurring issues that need permanent fixes.

### Not seeing errors?

* There is a chance you do not have errors, which is the most likely explanation. The Error Recovery Center only logs issues when they occur, so an empty error log typically indicates your store is functioning correctly.
* Check whether the category is turned on. **Optional diagnostics** are off by default, so configurator loading, product loading, customer data and shortcode errors are not logged until you turn them on.
* Check that **Track in Error Recovery Center** is checked for the category in your notification settings.

{% hint style="info" %}
The primary email only controls email notifications. Errors are still logged in the Error Recovery Center without it, but no alerts are sent.
{% endhint %}

### Missing customer information?

* This is normal. Customers can choose not to provide contact details.
* The customer error form works separately from notifications. If it isn't shown on your storefront, no contact details are collected.
* Consider updating your error form messaging to encourage customers to submit contact information.

***

## Related articles

<table data-view="cards"><thead><tr><th></th><th></th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td><strong>Shopify Error Notifications</strong></td><td>Get email alerts when customers hit configurator or cart errors.</td><td><a href="/commerce-and-integrations/shopify/error-notifications.md">Shopify Error Notifications</a></td></tr><tr><td><strong>Shopify Admin Settings</strong></td><td>Connect your API key, products and cart settings.</td><td><a href="/commerce-and-integrations/shopify/admin-settings.md">Shopify Admin Settings</a></td></tr><tr><td><strong>Shopify Theme Extension</strong></td><td>Add configurators and buttons to your storefront theme.</td><td><a href="/commerce-and-integrations/shopify/theme-extension.md">Shopify Theme Extension</a></td></tr></tbody></table>


---

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