# Troubleshoot a missing result

Find the failing boundary before retrying a consequential action.

## What you need

The app/program/record, UTC time window and a redacted error or receipt. Avoid credentials, raw recipient details and merchant personal data in support evidence.

## Steps

1. Confirm the signed-in role, selected app and reporting window.
2. Inspect the relevant source receipt, coverage and actual error. A setup check, accepted event, attributed install, commission and delivered message are separate results.
3. Follow the relevant recovery section below and repeat the same failing step with safe inputs.
4. Contact [support](mailto:hello@heycrust.com) with the intended action, safe identifiers, time, expected/actual result and reproducible steps. Program-specific earnings/payment questions should also go to that program’s support email.

## Expected result

A diagnosis tied to observed code/product state. A retry should have a reason and should preserve idempotency for the same intended mutation.

## Shopify and app setup

Check Partner organization/token/app relationship, missing permissions and failed/incomplete sync. For identification verify `myshopifyDomain`, workspace key and app UUID; for browser capture verify app token and matching client secret. See [Connect Shopify](/docs/app-owners/connect-shopify).

## BigQuery and referral matching

Check project/dataset/property/stream/location and query credential access, then daily export timing. Inspect expected listing/client-ID parameters and actual merchant identity. A queryable export can still lack referral/install continuity. Signed bridge claims require preservation of the actual signature and independent install proof. See [BigQuery](/docs/app-owners/bigquery) and [Install claims](/docs/developers/install-claims).

## Program activation and earnings

Review terms, complete collections and integration readiness; marketplace publication additionally requires operational production proof. For missing rewards check accepted referral, eligibility, rate/basis/duration/hold, currency and refunds/disputes. Submitted claims are not accepted commissions.

## Delivery

Review sender/DNS/SMTP verification, mailbox allowance, intended recipient, Flow scope/revision and run/message state. Webhook validation sends a real test; inspect signature/raw body, HTTP status, attempt history and retry state. Queued/sent/confirmed are different facts. See [Sender settings](/docs/app-owners/sender-and-delivery).

## MCP and imports

Check Bearer header, credential audience, scopes and current tool schema. Use POST HTTP, not a guessed SSE path. For CSV/import errors check headers, permanent domains, quote handling, duplicates and preview/liability decisions. See [MCP connection](/docs/mcp/connect) and [Imports](/docs/app-owners/imports-and-migration).

## Troubleshooting

If evidence is incomplete, keep that limitation visible. Never replace missing source proof with fictional production collections, transfer reports or merchant milestones.