SOP: Diagnose and Fix Blank Signup Page Caused by Missing Custom Value in Snapshot/Workflow

SOP: Diagnose and Fix Blank Signup Page Caused by Missing Custom Value in Snapshot/Workflow

Objective

This SOP explains how to troubleshoot a blank signup page in a nutrition club funnel when the signup form is driven by a custom value. It covers how to verify whether the issue is caused by a corrupted subaccount snapshot, refresh the correct workflows and custom values from the agency level, and confirm the signup page loads properly after the fix.

Key Steps

1. Identify the customer issue and reproduce the problem 0:18

• Confirm the reported issue with the customer or support notes.

• In this case, the issue was signup problems under the loyalty program.

• Reproduce the issue by testing the signup flow yourself.

• Enter the phone number into the point submission form and observe the result.

• If the page loads as blank instead of showing the signup form, continue troubleshooting.

2. Determine whether the signup page is missing a custom value 0:31

• Open the signup page that should appear after form submission.

• Verify whether the page is built with a custom code element populated by a custom value.

• Check the custom value used for the signup form display.

• If the custom value is blank or incorrect, the page may render as blank even though the page styling appears normal.

• Confirm that the issue is tied to the custom value rather than the page design itself.

3. Understand the workflow that populates the custom value 1:44

• Locate the workflow responsible for filling the custom value.

• In this case, the workflow is Operation Questions Location Setup.

• Confirm that this workflow runs on a schedule and updates custom values as expected.

• Review the bottom of the workflow where signup form logic is maintained.

• Understand that the signup page is controlled by custom values because there are two possible form experiences.

4. Verify which signup form should display based on A2P status 2:11

• Determine whether the phone number is A2P verified.

• If the number is verified, the system should show the verification signup form.

• If the number is not verified, the system should show the non-verification signup form.

• Confirm that separate forms exist for each scenario.

• Use the correct custom value to control which form appears on the page.

5. Check whether the subaccount snapshot is corrupted 3:06

• Inspect the custom value in the affected subaccount.

• If the value appears as random or jumbled numbers, suspect corruption in the snapshot or subaccount.

• Compare the affected subaccount against the master snapshot.

• If the master snapshot looks correct, the issue is likely isolated to the affected subaccount.

• Document the discrepancy before making changes.

6. Validate the master snapshot before making changes 3:27

• Go to the master or reference subaccount first.

• Open the same workflow and confirm the custom value displays correctly.

• If the master snapshot is correct, do not modify it unnecessarily.

• Use this check to confirm the source configuration is intact.

• Proceed only if the issue is isolated to the target subaccount.

7. Push the updated snapshot to the affected location 3:57

• Go to the agency level.

• Select the affected location, in this case Essential Nutrition.

• Push the snapshot update specifically to that location.

• Ensure the update includes:

  • Workflows

  • Custom values

• This is an update push, not a full snapshot refresh.

• Apply the update only to the impacted account to avoid unnecessary changes elsewhere.

8. Confirm the workflow and custom value are restored 4:39

• Return to the affected location after the snapshot push.

• Reopen the workflow and verify the custom value now displays correctly.

• Confirm the jumbled numbers are gone.

• Check that the signup form custom value is populated as expected.

• If the value is restored, the page should now be able to render properly.

9. Test the signup flow end-to-end 5:05

• Go to the point submission form or scan the QR code.

• Enter the phone number again.

• Confirm the system recognizes the custom value and loads the signup page.

• Verify the correct signup form appears, including the verification element if applicable.

• If the page loads successfully, the issue is resolved.

Cautionary Notes

• Do not assume the page is broken because of the page layout; the root cause may be a missing or corrupted custom value.

• Avoid changing the master snapshot unless you confirm the issue exists there as well.

• Be careful when pushing snapshots so you only update the affected location.

• If the custom value appears as random numbers, treat it as a configuration corruption issue until proven otherwise.

• Always retest the full signup flow after making changes to confirm the fix worked.

Tips for Efficiency

• Start by reproducing the issue before making any changes.

• Check the master snapshot first to quickly determine whether the problem is global or isolated.

• When fixing the issue, push only the necessary elements: workflows and custom values.

• After the update, verify the workflow value before testing the live signup flow.

• Keep a record of the issue, root cause, and fix so future troubleshooting is faster.

Link to Loom

https://loom.com/share/dcdcf7e2da2847669f0d14d948771cc1