Store owner troubleshooting

Quick answers for shop owners when something isn't working. If your problem isn't here, email support@undergroundaquarium.com with your shop's name and what you're seeing.

My shop isn't in the directory

Search Fish stores for your shop's name and your town first, since the search shows nearby shops and forgives small typos. If it's really not there, scroll to the bottom and tap Suggest a store, adding your contact details in Anything else?. Once it's live, claim it. See Suggesting a missing store.

I don't see the Claim it button

• The shop is already claimed. The page says "This store is managed by its owner." If that wasn't you or your staff, email support@undergroundaquarium.com.
• You're looking in the wrong spot. Own this store? and Claim it are in the contact column: near the top on a phone (under Get directions and any special hours), and in the right-hand column on a computer.
• You already sent a claim. You'll see "Couldn't submit your claim. You may have already requested this store." Your claim is waiting for review.

My claim is still pending

Claims are checked by hand, usually the same day. When it's approved, your shop appears on My shops. If it's been more than a couple of days, email support@undergroundaquarium.com with your shop's name and the email on your account. Adding a contact email on your shop's own domain, or a link where we can confirm you, makes verification faster.

My emailed claim link says it has expired

"That link has expired" appears when the link is incomplete or was altered, often from copying or forwarding. Tap Go to [shop], which opens your shop's page with the claim form already open, and submit the form there. See Claiming your store.

I can't get into my shop dashboard

• "You don't manage a shop yet" on My shops: your claim hasn't been approved, or you're signed in with a different account from the one you claimed with. Sign out and sign in with the right account.
• "Page not found" on the dashboard: same causes. Only the account that claimed the shop can open its dashboard.
• Several people need access: each shop is managed by one account. Email support@undergroundaquarium.com to hand the shop to a different account.

I need to change my shop's name

The name can't be edited from the dashboard. Email support@undergroundaquarium.com with the correct name.

My map pin is in the wrong place, or I moved

Update your street address, city and state under Hours & details and tap Save changes. Then email support@undergroundaquarium.com with the new address so we can move the map pin, which doesn't update on its own.

My shop vanished from its city page after I edited it

Use the two-letter state code (CA, not California) in the State field. City and state pages only recognize two-letter codes. Also note that city pages, state pages and the store finder refresh about once an hour, so any change can take up to an hour to show there. Your own page updates right away.

My changes didn't save

If you see "Couldn't save your changes. Please try again.", check your connection and try again. If you're sure you saved but the page looks old, refresh it. If it keeps failing, email support@undergroundaquarium.com with what you were changing.

My photos won't upload

• The Add photos button disappears once you have 8 photos. Remove one first.
• If an error appears under the button, try again on a stronger connection or with a different photo.
• iPhone (HEIC) photos are converted automatically. If one still won't go, screenshot it and upload the screenshot.

See Adding photos of your shop.

Photos on an update won't attach

Updates take up to 4 photos, images only, each up to 10 MB. Messages like "That photo is too large (max 10 MB)." or "Images only, please." tell you which rule was hit. You can't change photos after posting, so delete the update and post it again. See Posting shop updates.

I can't reply to a review

Make sure you're signed in with the account that manages the shop and open Reviews in your dashboard. If a review already has your reply, use the pencil icon to edit it instead of Respond. If the reply box stays open after tapping Save response, it didn't save: try again.

Someone left an unfair or fake review

You can't delete reviews. Reply calmly, then email support@undergroundaquarium.com with your shop's name and the reviewer's name if it breaks the community rules. See Replying to reviews.

A shopper reported something wrong that's actually right

On your dashboard's Overview, tap It's already right on the "A shopper says" item. It clears from your list.

My numbers won't load or look wrong

"Your numbers couldn't load just now." usually clears on refresh. Your own visits don't count, repeat visits within 30 minutes count once, and only the green Get directions button counts toward directions. See Understanding your shop insights.

I'm not getting review alerts or weekly reports

1. Check your spam folder.
2. On Notifications, open Choose what you get notified about and make sure the Your shop switches are on.
3. Shop emails go to the email on your account, not your claim contact email.
4. If that address ever used an Unsubscribe link from us, we can't email it at all. Email support@undergroundaquarium.com to turn it back on.

See Shop notifications and emails.

I want to stop all emails but keep my page

Use Unsubscribe in any of our emails. Your page stays listed and open to reviews. Unsubscribing blocks every email to that address, so if you just want fewer alerts, switch them off in your notification settings instead. See Stopping emails to your shop.

My shop has closed or been sold

Email support@undergroundaquarium.com. If it's closed for good, tell us and we'll update the directory. If it's been sold, we can move the page to the new owner's account.