Why is a client missing from My Clients?

A client's store shows on My Clients once they finish checkout through your link in the same browser, so check these steps first.

Stores you added yourself

A store you added yourself is on My Clients as long as it is not deleted. When your client pays for it through its billing link, the store stays where it is and only its label changes to Client paying. See What do the labels on a client card mean?.

Check these first

For a client who added their own store through your invite link:

1. Reload My Clients. The list is loaded when you open the page, so a client who has just paid only shows after a reload.
2. Check that your client finished checkout. Signing up is not enough, because their store is linked to you once their payment is complete.
3. Ask whether they opened your invite link in the same browser they paid in, whether they chose their plan in the window TrueROAS opened to ask for one, and whether they already paid for TrueROAS before they used the link. If they paid in another browser, chose a plan somewhere else or already paid, their store is not linked to you. The rules of the link are explained in How do I invite a new client with my discount link?. Contact support to apply your discount and link the store, as described in How do I get help or contact TrueROAS support?.
4. Check whether the store pays for TrueROAS through Shopify. Your link cannot connect such a store to you. Ask your client to invite you to their team instead, because the stores of a client whose team you are on show on My Clients. See How do I invite someone to my team?.
5. Check that the store was not deleted. A deleted store is not shown on My Clients.
6. With more than 12 stores, look further down. Cards are sorted alphabetically by the name on the card, which is usually the store's web address rather than its shop name. The Show more button at the bottom says how many stores are left and shows 12 more at a time.

The page shows No clients yet

If the page shows No clients yet although clients have paid through your link, reload the page. If the box stays, contact support.

The page only shows Clients and a short message

If the page shows only the heading Clients and a message that this area is for agencies, your login is not set up as an agency yet. See How do I get an agency account with My Clients and a discount link?.

Good to know

• My Clients belongs to the login that support set up as the agency. A teammate who logs in with their own login does not see My Clients in the menu.
• What your client sees when they open your invite or billing link is explained in How do I use the invite or billing link my agency sent me?.
• A store can be on My Clients without being in your store list. See How do I open a client's store from My Clients?.
• You cannot add a client to My Clients by hand. Sending your link from Invite a client does not add them either. They show once their payment is complete.