Troubleshooting the cancel flow

Most issues in Garde fall into one of five categories: wrong offer copy, missing member data, offer not executing, email not arriving, or a server error. Here's how to diagnose and fix each one.

Member sees wrong offer copy

Symptom: The save offer headline, subtext, or button text doesn't match what you configured.

Fix:

1. Go to Admin → Config for your winery
2. Check the offer copy for the relevant cancel reason
3. Make sure you saved after editing — the config editor requires an explicit Save action
4. Hard-reload the cancel flow page (Cmd+Shift+R / Ctrl+Shift+R) to bypass browser cache

If the copy looks correct in the config editor but still shows old text in the flow, check whether you have multiple reasons with similar labels. Garde matches the reason to the config entry by ID, not by label text — so if you duplicated a reason and edited one, the other may still be live.

Member's name not showing

Symptom: The cancel flow shows "there" instead of the member's first name (e.g. "Hi there" instead of "Hi Sarah").

Fix: This means Garde couldn't fetch the member's Awtomic record. Check:

1. API key validity — go to Admin and verify your Awtomic API key is still active. Keys can expire or be revoked.
2. Customer ID in the URL — confirm the cid parameter matches the member's Awtomic customer ID (not their Shopify customer ID — these are different)
3. Awtomic connectivity — log in to Awtomic and confirm your shop is active and the API is responding

If name lookup fails, Garde continues the flow with fallback text rather than blocking the member. This is by design — a failed lookup shouldn't prevent someone from cancelling.

Offer not executing

Symptom: Member clicks "Accept offer" and either sees an error or the subscription doesn't change.

Fix:

1. Check your API key — in Admin, verify the Awtomic API key is correct and hasn't been rotated
2. Check the offer type — some actions have constraints. Pause requires the subscription to be in an active state. Skip may not be available on all billing cycles. Club swap requires a swap mapping to be configured.
3. Check Awtomic directly — log in to Awtomic and look at the member's subscription. If you see the change has applied but the Garde flow showed an error, the issue is a response parsing bug — contact Garde support.
4. Check the subscription state — if the subscription is already paused, a second pause request will fail.

Email not received

Symptom: A member cancelled or a contact request came in, but no notification email arrived.

Fix:

1. Check staffEmail — in Admin → Config, confirm your winery has a staff notification email address set. If staffEmail is blank, Garde silently skips email delivery.
2. Check spam/junk — notification emails come from a rt.awtomic.com address. Add it to your allowlist if needed.
3. Check Resend credentials — if you're self-hosting Garde, confirm the Resend API key is set in your environment variables (RESEND_API_KEY). Without it, all email is silently skipped.

Member-facing confirmation emails (if configured) follow the same path — blank credentials = no delivery.

Error page or blank screen on the cancel flow

Symptom: Visiting a cancel flow URL returns an error page or blank screen.

What to check first:

1. Confirm the winery parameter in the URL matches a registered winery ID in your admin
2. Confirm the cid (customer ID) and sub (subscription ID) values are valid for that winery
3. Make sure your Awtomic API key is current — an expired key causes all offer execution to fail silently

Still seeing the error? Contact Garde support with the full cancel URL and your winery ID. We'll investigate and follow up quickly.

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If none of these fixes resolve your issue, check the FAQ or reach out to the Garde team with your winery ID and a description of what you're seeing.