Troubleshooting · MS Gong Ride Setup

Quick fixes for the most common problems.

Symptom	Most likely cause	Fix
An item sells on Funraisin but never appears in Shopify	A blank or wrong `option_code`	Set the option's `option_code` to the Shopify Variant ID. See The Critical Link
Item is in Shopify but ships from the wrong place, or not at all	The wrong Shopify location	Assign the variant's inventory to the correct location. See Locations and routing
The ticket did not email the buyer	The ticket product is not Active, not on the Online Store channel, or the event is not set up	Check the ticket product and the event. See Guest Manager
The ticket line shows under Hillbrick	This is normal. Hillbrick is the default location and Guest Manager auto-fulfils it	Do nothing
An order was created twice	Someone imported it manually as well	Tell Entangle. Manual imports must be tagged so the sync skips them
A "review" alert email from the sync	An ordered product has no mapping	Check that product's `option_code`

For anything about the nightly sync itself, contact Entangle. Remember to turn the sync off after the event ends.