Troubleshooting webshops
Solve common issues with creating, theming, publishing, and integrating Unity Webshops.
Read time 7 minutesLast updated 21 days ago
This page collects the most common issues administrators and game developers hit while working with Unity Webshops, grouped by symptom. Each entry names the most likely cause and the dashboard or code change that fixes it.
Creating webshops
Slug rejected as already in use
Cause
Slugs are unique within a studio. Another webshop in your organization already uses the slug.Resolution
Pick a different slug, or change the slug of the existing webshop first if you intend to repurpose the URL. For the full slug rule, refer to Webshop limits reference.Studio name rejected during create
Cause
Studio names are globally unique across Unity. Another organization has already claimed the name. The dialog shows the following inline error message:Studio name already taken. If you own this trademark, contact trademarks@unity3d.com to claim it.
Resolution
Pick a different name. There is no automatic transfer flow between organizations. If you hold a registered trademark for the taken name, emailtrademarks@unity3d.comStudio field is disabled in the Create webshop dialog
Cause
Your organization already has at least one webshop, so the studio name is set and reused. The Create dialog only accepts a new studio name when no webshop exists yet in the organization.Resolution
To rename the studio, close the Create dialog, navigate to Monetization > Settings > Organization, and edit the Studio name field. The rename runs the same uniqueness check and changes the URL of every webshop in your organization, so update external links accordingly.Note
If you're using the legacy Unity Dashboard, open the Account menu and select Manage organization.
Cannot create a second webshop for the same project
Cause
Each Unity Cloud project can have exactly one webshop.Resolution
Either edit the existing webshop or create a new Unity Cloud project for the second shop.Publishing
Publish button is missing or disabled
Cause
You're editing a non-production environment. Only the production environment can publish; non-production environments are draft-only and show Save draft in place of Publish.Resolution
Either switch the environment selector at the top of the Edit view to production and publish from there, or use Apply to production on the non-production environment's Customize theme section to copy the draft into production, then switch to production and publish. For the publish model, refer to Introduction to webshops.Shop URL returns a not-found response
Cause
Either the webshop has never been published, the webshop was unpublished, the studio name in the URL is wrong, or the slug is wrong.Resolution
Confirm the studio and slug match the Dashboard. Then check the publication status of the production environment. If the shop is unpublished, publish from the production environment. If you recently renamed the studio, the old URL is no longer valid — use the new URL shown in the Dashboard.Live shop still shows old branding after publishing
Cause
The content delivery network has cached the previous version, or the Dashboard reported success before propagation completed.Resolution
Wait a short period and retry. If the live shop still shows the old version after several minutes, confirm the publish action completed successfully in the Dashboard (the row in the Webshop list shows a recent publish timestamp under View logs), then retry.Branding and media
Branding upload rejected
Cause
The upload exceeded a file size limit or was not in an accepted format.Resolution
Re-export the asset within the limits in Webshop limits reference and retry. Source uploads can be PNG, JPEG, or WebP; the server converts to lossless WebP for delivery.Hero banner looks cropped on the live shop
Cause
The uploaded source had a different aspect ratio than the rendered banner. The hero banner is scaled and cropped server-side to 1920 × 384 px, so anything wider or taller is cropped to fit.Resolution
Re-upload at the rendered aspect ratio (32:10) or higher resolution with the same aspect ratio. Refer to Webshop limits reference.Theming
AI theme generation failed
Cause
The Dashboard couldn't reach the app-store URL, the scrape returned no usable assets, or the generation step failed.Resolution
Confirm the app-store URL is publicly accessible. Retry the generation — most transient failures resolve on the next attempt. If generation still fails, edit the theme manually in the Customize theme section. For the generation procedure, refer to Generate a webshop theme with AI.Theme generated in a non-production environment isn't live
Cause
Non-production environments cannot publish on their own. A theme saved in a non-production environment lives only in that environment's draft.Resolution
Select Apply to production in the Customize theme section to copy the theme into production's draft. Then switch the environment selector to production and select Publish.Catalog and payments
Shop renders without product cards
Cause
The parent project's IAP catalog is empty or has no published products. The Preview pane also renders empty when Mock catalog is off and no real catalog is connected.Resolution
In the IAP section of the Dashboard, confirm the project has at least one product in its catalog. Refer to Create a catalog in the Editor. If you only want to preview the theme without connecting a real catalog, turn on the Mock catalog toggle in the Catalog & payment provider section.Mock catalog items appear in the player's shop
Cause
This is not possible — mock products only render in the Dashboard's Preview pane. If a player reports seeing them, they're looking at the Dashboard preview, not the public URL.Resolution
Confirm the player is opening the publicshop.unity.com/{studio}/game/{slug}A test purchase in the Dev preview charged a real card
Cause
The Dev preview URL renders the draft against your real catalog and your real IAP payment provider. There is no sandbox boundary at the webshop layer — testing modes are controlled at the IAP payment provider.Resolution
Use the payment provider's sandbox account or test card for end-to-end purchase testing. Refer to Catalog and payments in webshops for the preview-versus-test behavior, and refer to the relevant provider's documentation in Payment providers for the sandbox setup.Product prices don't match the game
Cause
Currency or locale parameters weren't passed when opening the shop, so the shop fell back to the browser locale and default currency.Resolution
PasslocalecurrencyDeep links and the return flow
Return to game button doesn't appear on the success dialog
Cause
One of the following preconditions wasn't met: the session was opened directly (not via a deep link from your game), the player is on desktop, or no return deep link is configured.Resolution
Confirm the player opened the shop from a deep link in your game (not by typing the URL), and that they are on a mobile device. Then check that the Deeplink URL is set in the Dashboard's Catalog & payment provider section. For the full set of preconditions, refer to Deep links and the return flow.Players from a shared link see a landing page instead of the shop
Cause
This is expected. The shop renders an unauthenticated landing page when a player arrives without auth context, which is the case for any URL opened directly in a browser rather than via a deep link from your game. The landing page shows a Connect to game button that uses your configured deep-link scheme to reverse-launch the game.Resolution
No fix required if Connect to game works — the round-trip authenticates the player and lands them in the shop. If the button shows a message telling the player to launch the store from within the game, rather than launching the game, no return deep link is configured. Set the Deeplink URL in the Edit view's Catalog & payment provider section. For the full flow, refer to The unauthenticated landing page.Connect to game opens the game but the shop still shows the landing page after re-entry
Cause
The game received the inbound{scheme}://Application.deepLinkActivatedstatusOpenShopResolution
Confirm the handler dispatches on the absence ofstatusOpenShopsessionTokenprojectIdenvironmentPlayer taps Return to game but the game doesn't reopen
Cause
The deep-link scheme isn't registered on the device, or the Dashboard's configured scheme doesn't match the scheme the game listens for.Resolution
Confirm the deep-link scheme is declared in your Android manifest or iOSInfo.plistGame opens but doesn't see the purchase result
Cause
TheApplication.deepLinkActivatedstatusResolution
Confirm your handler reads thestatussuccessApplication.absoluteURL