Test & troubleshoot Delegate
Where: OnAccount admin + your storefront Who: Merchant admin Part of: Delegate — B2B self-service
Test it quickly
- Set activation to Manual, opt in one test company, and assign yourself (or a test contact) as its company admin.
- As that admin, open the console, invite a staff member with a location, and create a rule — say Amount per order over $500 → requires approval, assigned to that staff member.
- Sign in to the storefront as that staff member, add more than $500, and go to checkout → you should see the approval wall and be blocked from native and express checkout.
- Submit for approval, approve it as the approver, then open the request (from the approval email or My requests) and hit Resume checkout → the exact cart reloads and checkout proceeds.
- Reduce the cart under $500 → it checks out normally.
Troubleshooting
What you see | What it usually means |
|---|---|
A buyer's console link isn't there | The company isn't opted in, has no company admin, or the customer-account Delegate page/nav block isn't added. Re-check Steps 1 and 2. |
Rules exist but nothing is enforced online | The Delegate gate theme embed is off, so no wall shows and there's no Submit button. Turn it on (Step 3). |
The wall shows but a buyer still checks out over the limit | The delegate-validation checkout rule isn't active. Add it and set it Active (Step 4) — the embed alone is client-side. |
Approval emails aren't arriving | Emails send from OnAccount's mail identity; check spam, and confirm the approver's contact email is correct. |
You want to stop everything at once | Set Delegate's activation to Disabled. Enforcement halts and consoles disappear immediately; existing B2B orders are untouched. Switch back to restore the prior scope. |
A removed staff member's old request still has a checkout link | Removing staff cancels their pending and approved-but-unpaid requests and voids those drafts. Orders they already placed are unaffected. |
A company's outstanding balance or a staff member's spend so far looks wrong | Run Sync jobs → Run full sync. It re-reads every B2B order from the last 400 days from Shopify and corrects the stored figures — including orders deleted in the Shopify admin, which the scheduled sync can't detect on its own. Always safe to run. See Managing credit limits. |
Spend limits aren't counting older orders right after installing | The order history is backfilled by a full sync. It runs automatically when your plan activates; if per-period totals still look short, run Sync jobs → Run full sync once. |
A company lost the Staff, Rules, or Payments section | Its feature module is off — either the shop default or a per-company override. Check the Feature modules switches on the Delegate page and the company's per-module override, and confirm your plan includes that module. See Choose which features each company gets. |
Granting the Finance role is refused | The company's Payments module is off. Turn it on for that company first, then grant Finance. |
The Payments / Statements tab is missing for someone | Payments needs a company admin or Finance contact; Statements is admin-only. Both need the Payments module on and the Payments plan — and the Payments tab additionally needs Shopify Plus (Statements don't). Finance contacts don't see Statements by design. |
Statements aren't arriving | Statements need the company in scope, the Payments module on, and at least one address on the recipient list — and the company must have open orders (zero-balance months are skipped). Sends go out the 1st, 06:00 UTC; check the company page's last cycle result, and have recipients check spam. |
A recipient still gets statements after leaving | The recipient list is configuration, not membership — removing a staff member doesn't drop their address unless you accept the removal-flow prompt. Remove the address from the list (company page or Statements tab), or the recipient can use the email's unsubscribe link. |
Updated on: 31/08/2026
Thank you!