Troubleshooting & FAQ
FAQ and troubleshooting
Answers to the questions Adorn users ask most - feeds, templates, connections, and plans - and how to reach us for anything else.
Before you start
Most questions come down to how a source imports, how a template is chosen for a product, or how your feed reaches Meta. The answers below are grouped around those flows. Each one links back to the full guide if you want the step-by-step.
Still stuck?
If your question isn't answered here, we're happy to help. Reach us through the contact form at /support and we'll get back to you. You can also start with the getting-started guide, which walks the whole flow from connecting a source to publishing your feed.
When you contact support, tell us your workspace name and, if it's about a specific product or template, its name - it helps us answer faster.
Frequently asked questions
Why isn't my feed updating?
Adorn re-renders your designs automatically as prices and sales change, on an hourly refresh, so most changes appear on their own. If a product looks stale, check the Your sources panel: a source showing an error has stopped importing until you reconnect it. In Meta, your catalog re-fetches the feed on its own schedule, so a change can take a little while to show up in ads.
My template isn't showing on a product - why?
Which template wins is decided by what each template applies to and by priority, not the gallery. Templates match top to bottom and the first match wins; anything no template claims falls to your pinned Default. Check that the template's rule actually matches the product (the live match count helps), that the template is enabled and not paused on the what's-live list, and that any schedule window is currently active.
My feed connect failed with missing fields - what do I do?
When you paste a feed URL, Adorn checks it has the product fields it needs. If some are missing, it names them exactly - for example “Your feed is missing: price, image_link.” Add those fields to your feed and connect again. Nothing is saved from a failed attempt, so you can retry safely.
How do I reconnect Shopify or Meta?
When a connection drops, the status panel shows an error with a Reconnect button. For Shopify, reconnecting re-runs the store install; for Meta, it re-runs the login - Meta access can't refresh on its own, so an occasional reconnect is expected. Your templates, rules, and priority order are untouched by a reconnect.
How do I change or cancel my plan?
Open Plan & billing and select Manage billing to open the secure customer portal, where you can upgrade, downgrade, update your payment method, or cancel. Upgrading lifts your catalog limit right away. Your self-serve plans are Starter ($189/mo, up to 3,000 products), Growth ($479/mo, up to 15,000), and Scale ($949/mo, up to 50,000). Enterprise is unlimited and quoted, so ask us about it rather than picking it in the portal.
What happens if I go over my catalog limit?
New products stop being added to your feed. Everything already in your feed keeps rendering and refreshing, and your ads keep running, so nothing you are already advertising is affected. Move up a plan to lift the limit straight away, and the next sync adds the products that were waiting. Above Scale, Enterprise is unlimited and quoted.
Do the designed images work in Meta catalog ads?
Yes. Adorn renders to Meta's catalog image spec and registers a supplementary feed prioritized for the Image field, which is the sanctioned way to serve designed creative in catalog and Advantage+ ads. All your other catalog details keep coming from your store integration. Connecting Meta includes one documented one-time Configure sources step in Commerce Manager to set the Adorn feed as the top image source.