> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fusioncore.us/llms.txt
> Use this file to discover all available pages before exploring further.

# Product Troubleshooting

> Common problems with product set up, pricing, system categories, conditions, taxes, discount codes, and benefit allocations — what you see, why it happens, and how to fix it.

If something isn't working in the Product section, find the symptom below.

## Product Set Up and Pricing

<AccordionGroup>
  <Accordion title="A product has no price in one of my currencies">
    **What you see.** A product shows a price in your default currency, but in another currency it has no price (or a buyer in that currency can't be charged).

    **Why.** A product's price lives in a separate Price Book entry for each currency. Filling in **Standard Price** on the product creates the standard entry for the product's *own* currency only — it does not create entries for any other currency.

    **Fix.** Add a Price Book entry for each additional currency the product should sell in. Other currencies and custom Price Books each need their own entry. See [Price Books](/end-user-guides/products/product-set-up/price-books).
  </Accordion>

  <Accordion title="Nothing on my product has a price / pricing fails everywhere">
    **What you see.** Products have a Standard Price filled in, but pricing fails across the board.

    **Why.** All standard pricing flows through the standard Price Book. If that Price Book is inactive, no standard prices apply.

    **Fix.** Make sure the standard Price Book is active. See [Price Books](/end-user-guides/products/product-set-up/price-books).
  </Accordion>

  <Accordion title="I can't sell my subscription product">
    **What you see.** You created a subscription product, but it can't be added to an order or sold.

    **Why.** A subscription product can't be sold until it is fully set up: it must be linked to a Subscription Plan and that plan's price book, it must have **Is Subscription** checked, and the standard **Active** field must be checked. Missing any one of these stops the sale.

    **Fix.** On the product, confirm it is linked to a Subscription Plan and that plan's price book, check **Is Subscription** yourself (nothing sets it for you), and check **Active** *after* the rest is in place. See [Subscription Products](/end-user-guides/products/product-set-up/subscription-products).
  </Accordion>

  <Accordion title="I get an error saving a product with GL Accounts">
    **What you see.** Saving a product errors when you set its A/R or Revenue GL Accounts.

    **Why.** The Business Unit on the chosen GL Accounts must match the product's Business Unit. A mismatch blocks the save.

    **Fix.** Set the product's Business Unit and its GL Accounts to the same Business Unit, then save. See [Subscription Products](/end-user-guides/products/product-set-up/subscription-products).
  </Accordion>

  <Accordion title="My product image won't upload or doesn't appear">
    **What you see.** You try to add an image to a product and it doesn't take, or it doesn't show in the portal.

    **Why.** The image is added through the product's **Upload Image** action, which walks you through uploading, cropping, and saving the file. Skipping a step (for example, not saving after the crop) leaves the image unset.

    **Fix.** Open the product, click **Upload Image**, choose the file, crop it, and click **Save**. See [Product Image Upload](/end-user-guides/products/product-set-up/product-image-upload).
  </Accordion>
</AccordionGroup>

## Conditions

<AccordionGroup>
  <Accordion title="My Product condition lines aren't all required — only one needs to match">
    **What you see.** You added several Product condition lines expecting them all to be required (AND), but the condition matches when only one is true.

    **Why.** Product condition lines are always combined with OR. The **Record Logic** setting (AND / OR / Custom) applies only to Record condition lines, not Product lines.

    **Fix.** If you need true AND logic across items, model it with Record condition lines, which honor Record Logic. Product lines will always behave as "any one matches." See [Condition Lines](/end-user-guides/products/conditions/simple-conditions#condition-lines).
  </Accordion>

  <Accordion title="My AND/OR setting between record and product lines seems to do nothing">
    **What you see.** You change the connection between the Record group and the Product group and the result doesn't change.

    **Why.** The AND vs OR connection between the two groups only affects the outcome when you have configured both Record lines *and* Product lines. With only one kind of line, there is nothing for it to combine.

    **Fix.** This is expected. The setting only matters once both a Record group and a Product group exist. See [Condition Lines](/end-user-guides/products/conditions/simple-conditions#condition-lines).
  </Accordion>

  <Accordion title="I get an error saving an Apex condition">
    **What you see.** You enter a class name in **Apex Class** on a condition and the save is rejected.

    **Why.** The class must be a valid condition evaluator class. A missing class, a typo in the name, or a class that isn't a condition evaluator is rejected on save.

    **Fix.** Confirm the class exists and is a proper condition evaluator, then re-enter the exact class name. See [Apex Conditions](/end-user-guides/products/conditions/apex-conditions).
  </Accordion>
</AccordionGroup>

## Taxes

<AccordionGroup>
  <Accordion title="Tax isn't being applied to an order">
    **What you see.** A product that should be taxed has no tax on the order.

    **Why.** Tax requires three things to line up: the product must be marked taxable; there must be a tax product in the *same* Business Unit; and either a tax product's condition must match the item or that Business Unit must have a default tax product. If nothing matches and there's no default, tax calculation errors and blocks the order.

    **Fix.** Mark the product taxable, make sure there is a tax product in the same Business Unit, and set a default tax product for that Business Unit so items with no condition match are still covered. See [Marking a Product as Taxable](/end-user-guides/products/taxes/marking-a-product-as-taxable) and [Setting up the Default Tax Product](/end-user-guides/products/taxes/setting-up-the-default-tax-product).
  </Accordion>

  <Accordion title="A tax-exempt customer still shows a tax line">
    **What you see.** An order for a tax-exempt customer still lists a tax line.

    **Why.** For an exempt customer, fusionCore does not remove the tax line — it writes the line at a \$0 amount.

    **Fix.** This is expected. The customer is charged nothing; the line stays for record-keeping at \$0. See [Marking a Product as Taxable](/end-user-guides/products/taxes/marking-a-product-as-taxable).
  </Accordion>

  <Accordion title="My tax product won't save the way I set it up">
    **What you see.** A tax product errors on save, or the percentage and flat amount don't behave the way you expected.

    **Why.** A percentage tax and a flat tax are mutually exclusive. A non-zero **Tax Rate** makes the tax a percentage; leaving the Tax Rate at zero uses the tax product's standard price as a flat amount, which requires a standard Price Book entry in the order's currency.

    **Fix.** Pick one model. For a percentage, set the **Tax Rate**. For a flat amount, leave the Tax Rate at zero and create a standard Price Book entry in the order's currency. See [Tax Products](/end-user-guides/products/taxes/tax-products).
  </Accordion>

  <Accordion title="My condition on a tax product is rejected">
    **What you see.** You attach a condition to a tax product and it isn't accepted.

    **Why.** Tax products support only Simple conditions. An Apex condition on a tax product is rejected.

    **Fix.** Use a Simple condition on the tax product. See [Tax Products](/end-user-guides/products/taxes/tax-products).
  </Accordion>

  <Accordion title="I can't make my default tax product inactive">
    **What you see.** You try to mark a tax product inactive but can't, or removing it breaks tax calculation.

    **Why.** Once a tax product is set as the Business Unit's default, it must stay active and condition-free so every taxable item has something to fall back on. Without a default, an item with no matching tax product throws an error and blocks the order.

    **Fix.** Keep the default tax product active and without a condition. To retire it, set a different active tax product as the default first. See [Setting up the Default Tax Product](/end-user-guides/products/taxes/setting-up-the-default-tax-product).
  </Accordion>
</AccordionGroup>

## Discount Codes

<AccordionGroup>
  <Accordion title="My discount code won't apply at checkout">
    **What you see.** A buyer enters a discount code and it isn't accepted.

    **Why.** A code is rejected when any of these is true: it isn't active; the order date is outside the code's date range; it has hit a usage limit (an **Overall Usage Limit** of 0 blocks it entirely, since zero is treated as fully used up); or the products on the order aren't in the code's eligible product list.

    **Fix.** Confirm the code is active and within its date range, check it hasn't reached its usage limits (and isn't set to an Overall Usage Limit of 0), and make sure the order's products are on the code's eligible list. See [Creating a Discount Code](/end-user-guides/products/discount-codes/creating-a-discount-code).
  </Accordion>

  <Accordion title="I can't change a discount code's percentage or delete it">
    **What you see.** Editing the discount percentage or deleting the code is blocked.

    **Why.** Once a code has been applied to any order, it is locked — you can't change its percentage or delete it.

    **Fix.** Leave the used code as is and create a new code for the new value. See [Creating a Discount Code](/end-user-guides/products/discount-codes/creating-a-discount-code).
  </Accordion>

  <Accordion title="I removed a product from a code but it's still eligible (or it came back)">
    **What you see.** You removed a product from a discount code's eligible list, but it's still eligible, or re-adding the same product brings back its old settings.

    **Why.** Removing a product is a soft delete — it deactivates the eligibility record rather than deleting it. Re-adding the same product reactivates that existing record instead of creating a new one.

    **Fix.** Expect the existing record to be reused when you re-add a product. If the eligibility looks wrong after a remove-and-re-add, check the reactivated record's settings rather than assuming a fresh one was created. See [Removing Products from Discount Codes](/end-user-guides/products/discount-codes/removing-products-from-discount-codes).
  </Accordion>
</AccordionGroup>

## Benefit Allocations

<AccordionGroup>
  <Accordion title="I can't add another beneficiary">
    **What you see.** Adding a beneficiary is blocked with a validation error.

    **Why.** The Purchase Activity is already at its **Maximum Allocations**. The maximum is a static cap and is never decremented — when an allocation ends, the count that changes is **Active Beneficiaries**, not the maximum.

    **Fix.** Free up a slot (see the transfer and restore notes below) or raise **Maximum Allocations** if appropriate. Also confirm the person is eligible: the selector shows only active Contacts on the Account that don't already have an active allocation for the same Purchase Activity, and the benefit start and end dates must match the subscription's. See [Creating Benefit Allocations](/end-user-guides/products/benefit-allocations/creating-benefit-allocations).
  </Accordion>

  <Accordion title="A transfer is blocked, or it used up an extra slot">
    **What you see.** You try to transfer a benefit allocation at (or near) the Maximum Allocations and it's blocked, or the transfer consumes one more slot than expected.

    **Why.** A transfer expires the original allocation and creates a new active one. When the product's **Restore Allocation to Purchase Activity** is unchecked, the expired original keeps counting toward active beneficiaries, so the transfer takes an extra slot — and at capacity it's blocked. Only when Restore is on is a transfer slot-neutral.

    **Fix.** Turn on **Restore Allocation to Purchase Activity** on the product so transfers are slot-neutral, or free up a slot before transferring. See [Transferring Benefit Allocations](/end-user-guides/products/benefit-allocations/transferring-benefit-allocations) and [Setting up Benefit Allocation on a Product](/end-user-guides/products/benefit-allocations/setting-up-benefit-allocation-on-a-product).
  </Accordion>

  <Accordion title="An ended allocation still counts against my maximum">
    **What you see.** An allocation has ended or expired, but the Purchase Activity still treats its slot as used.

    **Why.** When **Restore Allocation to Purchase Activity** is unchecked, an ended or expired allocation keeps consuming its slot permanently.

    **Fix.** Turn on **Restore Allocation to Purchase Activity** on the product so a freed allocation returns its slot. See [Setting up Benefit Allocation on a Product](/end-user-guides/products/benefit-allocations/setting-up-benefit-allocation-on-a-product).
  </Accordion>

  <Accordion title="A benefit allocation didn't carry over when the subscription renewed">
    **What you see.** A subscription renewed, but one or more benefit allocations didn't come across to the renewed subscription.

    **Why.** Carry-over is automatic but selective. An allocation only carries to the renewed subscription when its end date matches the prior Purchase Activity's grace-period end date. Off-cycle or mid-term allocations aren't carried over.

    **Fix.** For an allocation to carry over, align its end date with the Purchase Activity's grace-period end date. Re-add any off-cycle allocations on the renewed subscription manually. See [Carrying Over Benefit Allocations on Renewal](/end-user-guides/products/benefit-allocations/carrying-over-benefit-allocations-on-renewal).
  </Accordion>
</AccordionGroup>