# Troubleshooting Ori {#doc-title}

By [B2B Gold](/about/#how-we-write) Updated 15 October 2026 [Ori page](/shopify/ori/) [Ori on the Shopify App Store](https://apps.shopify.com/ori-order-printer-pdf-invoice?utm_source=b2bgold.app&utm_medium=referral&utm_campaign=docs&utm_content=docs/ori/troubleshooting&utm_term=docs-header)

## What should I check first? {#what-should-i-check-first}

When Ori won’t issue, send or print something, check three things first: that **Business name** is set under **Settings** → **Business**, which plan your store is on (email, customer self-issue and bulk print need Standard or Pro), and, for anything automatic, the **Run log** under **Sending** → **Automation**. Then find your symptom below.

## Why can’t I issue any documents? {#why-cant-i-issue-any-documents}

Ori refuses every document while your business name is missing, and on the Free plan once the month’s 50 documents are used; the message on screen says which.

| Message | Cause | Fix |
| --- | --- | --- |
| “You can’t issue documents until your business name is set. Enter it in Ori Settings.” | No business name | **Settings** → **Business** → **Business name**, or **Set business name** on **Home** |
| “You’ve reached this month’s limit of 50 documents. Changing plan lets you keep issuing.” | The month’s 50 documents on the Free plan are used | Wait for the 1st of the month, Japan time, or change plan: [what counts toward the monthly document limit](/docs/ori/plans/#what-counts-toward-the-monthly-document-limit) |
| “A rule is set not to issue this document for this order.” | A rule set to **Do not issue** matches the order | Change the rule under **Sending** → **Automation** |
| Every page opens on **Initial setup** | Setup isn’t finished | Finish it, or choose **Skip setup** |
| “Development store not supported” | A development or password-protected trial store | See [below](#why-does-ori-say-development-store-not-supported) |

## Why won’t an invoice issue for a guest order? {#why-wont-an-invoice-issue-for-a-guest-order}

Ori won’t issue an invoice without a recipient name, so a guest order with no customer name is refused: “Invoices require a recipient name.” Type a name in the recipient field, or issue a receipt instead: [why won’t an invoice issue for a guest order?](/docs/ori/issue-documents/#why-wont-an-invoice-issue-for-a-guest-order)

## Why does my receipt show 10% on food? {#why-does-my-receipt-show-10-on-food}

Ori prints the tax rate Shopify charged on each order line, so food shows 10% when Shopify taxed it at 10%: the 8% rate is set in Shopify, not in Ori. Only a line taxed at exactly 8% is marked ※.

Give your food products an 8% override in Shopify ([set the 8% reduced rate in Shopify](/blog/shopify-reduced-tax-rate/)), then check a test order. Documents already issued keep the rates they printed, and a reissue doesn’t change them. More: [how does Ori get the 8% reduced rate?](/docs/ori/japan-qualified-invoices/#how-does-ori-get-the-8-reduced-rate)

## Why don’t customers see the receipt button? {#why-dont-customers-see-the-receipt-button}

Customers see Ori’s receipt button only when your store is on Standard or Pro, **Enable customer self-issue** is on under **Sending** → **Customer self-issue**, and you’ve added Ori’s block in Shopify’s checkout editor: [how do I add the receipt blocks to checkout?](/docs/ori/customer-self-issue/#how-do-i-add-the-receipt-blocks-to-checkout)

- An unpaid order shows “You can issue a receipt once your payment is confirmed.”
- A fully refunded order shows “Receipts aren’t available for refunded orders.”
- A guest can issue a receipt for 48 hours after ordering; after that, only a signed-in customer can.

## Why wasn’t my email sent? {#why-wasnt-my-email-sent}

Ori emails documents on Standard and Pro only, and skips an order with no email address, a voided document and a rule whose **Send** isn’t **To the customer**.

| What you see | Cause |
| --- | --- |
| “Sending email requires the Standard plan or above” | Email needs Standard or Pro; rules on other plans issue without emailing |
| “The order has no email address” | Nothing to send to |
| “Not available for a voided document” | Voided documents are never sent |
| A **Held** run in the **Run log** | The rule’s **Send** is **Hold for review**: nothing is issued or sent until you choose **Issue and send** |

More: [why wasn’t an email sent?](/docs/ori/email-documents/#why-wasnt-an-email-sent)

## Why did my automation rule stop? {#why-did-my-automation-rule-stop}

An Ori automation rule stops issuing once the Free plan’s 50 documents for the month are used, and pauses itself after two failures in a row. **Sending** → **Automation** → **View run log** shows which.

- “You’ve reached this month’s limit of 50 documents. Changing plan lets you keep issuing.” in the **Run log**: nothing else tells you. Rules issue again from the 1st, Japan time.
- “Paused after two consecutive failures” on the rule: fix the cause in the **Run log**, then click **Resume**.
- “This order was placed before the rule was saved, so the rule doesn’t apply to it.”: rules act only on later orders.

More: [why did my rule stop?](/docs/ori/automation-rules/#why-did-my-rule-stop)

## Why does bulk print do nothing? {#why-does-bulk-print-do-nothing}

On the Free plan, Ori prints documents for one order at a time. With two or more orders selected in Shopify’s **Orders** list, **Print** → **Bulk print documents** is refused, and Ori shows no message saying so.

- Print each order from its own page (**Print** → **Print documents**) or from its row in Ori’s **Orders**.
- On Standard and Pro, **Bulk print documents** prints up to 50 orders, or 100 documents, at a time.
- Only issued documents with a finished PDF are offered.

## Why is the PDF still being created? {#why-is-the-pdf-still-being-created}

Ori numbers a document first and then makes its PDF. Until the PDF is ready, the page shows “Creating the PDF”, and **Print** and **Download PDF** wait.

- “Couldn’t create the PDF”: click **Recreate PDF**, which makes the same document again with no new number.
- If it fails again, the order may contain a character none of Ori’s fonts has, such as an emoji in a product title, or Korean, Greek or Cyrillic letters in a name. Contact support with the document number.

## Why does Ori say “Development store not supported”? {#why-does-ori-say-development-store-not-supported}

Ori shows “Development store not supported” on a Shopify development store, and “Trial store not supported” on a store still on a Shopify trial whose storefront is password-protected. Use a live store on a paid Shopify plan ([get started with Ori](/docs/ori/getting-started/#why-does-ori-say-development-store-not-supported)).

## How do I contact Ori support? {#how-do-i-contact-ori-support}

To contact Ori support, click **Contact support** in the **Support** card on **Home** (or **View requests**, then **New request**), choose a **Topic** such as **Something’s broken**, write your **Message** and click **Send request**. “We usually reply within one business day.”

Include the order and document numbers and Ori’s exact message; you can attach a PDF, an image, or an Excel, Word or CSV file. The reply appears in the same drawer, with “Support replied to your request” in Ori and a note to your **Reply email**.

## Related {#related}

- [Get started with Ori](/docs/ori/getting-started/)
- [Issue documents from your orders](/docs/ori/issue-documents/)
- [Reissue, void and refunds in Ori](/docs/ori/reissue-and-void/)
- [Ori plans and billing](/docs/ori/plans/)

[Ori Order Printer: PDF Invoice](/shopify/ori/)

Ori is a Shopify app that turns orders into numbered PDF invoices, receipts, delivery notes, quotations and purchase orders. For shops in Japan, its designs print the qualified-invoice items: your registration number, the totals and tax at 8% and 10%, and, on Japanese designs, the reduced-rate marks. Every issued PDF is kept with its hash and every earlier version. On Standard and Pro, customers issue their own receipts.

[Install free on the Shopify App Store](https://apps.shopify.com/ori-order-printer-pdf-invoice?utm_source=b2bgold.app&utm_medium=referral&utm_campaign=docs&utm_content=docs/ori/troubleshooting&utm_term=card) [Plans and pricing](/shopify/ori/#pricing)

Need help with Ori? Email [support@b2bgold.app](mailto:support@b2bgold.app).