Troubleshoot App Access

If PufferCut does not open from Shopify admin, the most common causes are store selection, staff permissions, expired Shopify sessions, or app permissions that need to be approved again.

Check the store

Make sure you are logged into the Shopify store where PufferCut is installed. If you manage multiple stores, switch stores in Shopify admin and open PufferCut from Apps again.

Check staff permissions

You may need permission to install apps, approve app permissions, or access the PufferCut app. If Shopify blocks the action, ask the store owner to approve the installation or update your staff permissions.

Refresh your Shopify session

Try these steps:

1. Refresh Shopify admin.
2. Sign out and sign back in.
3. Open PufferCut from Shopify admin > Apps.
4. Try a private browser window if the app still does not load.

Approve updated permissions

If PufferCut asks for permission approval, review the Shopify confirmation screen and approve the request if it matches your store's use of the app.

PufferCut uses product and file permissions to create videos, upload completed renders, and attach videos to product pages. See Shopify permissions PufferCut uses for details.

If the editor opens but no products appear

Confirm that:

• the store has active products with product images
• PufferCut has product permissions
• you are viewing the correct store
• the product list filters in the editor are not hiding the item

If product access still fails, contact support with your store domain and a screenshot of the product selector.

What to send support

Include:

• your .myshopify.com store domain
• the Shopify account role you are using, such as owner or staff
• the page or screen where the issue appears
• the exact error message, if Shopify shows one
• a screenshot or short screen recording