Troubleshooting
Common fixes
Frequent issues after content edits and how to resolve them.
Find the symptom that matches what you are seeing, then work through the fix beside it.
| Symptom | Why it happens | What to do |
|---|
| Layout or colours no longer match other pages after editing a section | A ck-* class or wrapper was removed or renamed, or the page's product type is wrong. | Restore the original classes from the module's Classes section — every module page lists them — and confirm the page product type. |
| A coloured word, a 24px icon, or the highlighted Q Mastercard badge looks unstyled | The utility class is on the wrong element. The text highlights only work on a span, and q-mastercard-badge only takes effect when the badge is the only element in its container. | Check the placement against Design system. |
| A paragraph's bottom margin appears to be ignored | A site-wide rule removes the bottom margin from the last paragraph in a widget. | Use the widget's own spacing controls instead. See Design system. |
| A Q Card page shows Q Mastercard styling, or the reverse | The page's product type is incorrect, or the product-only classes were removed. | Set the correct Q Card vs Q Mastercard value and republish. |
| Symptom | Why it happens | What to do |
|---|
| A campaign you have set up does not appear in the offers modules | Usually one of four things: it is not in the Marketing Settings offers list, it is not marked active, it is saved as a draft, or it is outside its campaign dates. | Work through those in order, following Offers & campaigns. Two things catch people out: the scheduler ignores drafts entirely, and it only runs every five minutes, so allow that long before assuming something is wrong. |
| A published deal or merchant does not show up in Find a retailer | A required field is empty, Exclude from Search is set to True, or the deal's schedule dates have passed. | Check the fields on the post — see Deals and Merchants. |
| Choosing an interest-free term leaves only deals in the results | This is expected. The interest-free filter only reads the deal field, so no merchant can match it, even one with interest-free terms of its own. | Nothing to fix. See Merchants. |
| A published Help & Support question does not appear under the tab you expected | Questions are chosen by hand for each tab. Assigning a category makes a question available to pick but does not place it anywhere. | Add it to that tab's Loop Grid using Search & Select — see FAQs. |
| No promotional card appears in the partners description section | The deal's Promotional Card field is empty. It is a campaign picker rather than an on or off switch, so a campaign has to be chosen. | Select the campaign on the deal — see Deals. |
| The minimum spend reads "See terms" instead of an amount | The deal's Deal Minimum spend field is empty, and the card falls back to that wording. | Fill the field in on the deal, or leave it if the fallback is what you want. |
| A page is live and correct on the site, but searching for it finds nothing | Search results come from a separate Algolia search index rather than from WordPress, so the index can fall out of step with the site. | Confirm the page really is published, then raise it with a developer to re-sync the index — see Search results. |
| A Help & Support category is missing from the search filters | The filter list shows ten categories at most and there is no "show more" link, so an eleventh is left out. A category with no matching results for the current search will not appear either. | Nothing to change as an editor. If more than ten filters are needed, that is a developer change — see Search results. |
| The announcement bar is missing, or a link inside a message is invisible on desktop | The bar is switched off in the Website settings, or the message contains a link or bold text, both of which are hidden on screens 1024px and wider. | Tick Enable, and keep message copy plain. See Announcement bar. |
| Symptom | Why it happens | What to do |
|---|
| The Find a retailer filters submit but the grid is empty, or never updates | Deal and merchant fields are incomplete, or the filter form's field names were changed. | Check the field values on the posts first. If the filters or the query behind them were changed, escalate to a developer — see Find a retailer. |
| Offer, partner, or customer story cards appear in a column with no controls | There is no content to show, or the loader and carousel classes were removed from the template. | Confirm there is content, then check the classes are intact — see Offers and Partners. |
| Symptom | Why it happens | What to do |
|---|
| A navigation or footer link leads to a missing page | The page it points at was deleted or unpublished. Retiring a page does not remove it from the menus. | Update or remove the menu item — see Menus. |
| A link was added for Q Mastercard but is still missing for Q Card, or the reverse | The two products have separate menus. | Make the same change to the matching menu — see Menus. |
| The logo is hard to read, the header does not hide on scroll, or a popup will not close | An ID or class the header relies on was removed while editing a template. | Restore it from Navigation. |
| Symptom | Why it happens | What to do |
|---|
| Searching for a template by its full name finds no match | The template names use en dashes rather than hyphens, and a couple use a lowercase Ck prefix. | Search for one distinctive word instead of the whole name — see Template index. |
| Searching for a menu by name finds no match | Menus use plain hyphens, not en dashes, and the login menu has no CK prefix at all. | Use the full list on the Menus page. |