A customer says their account pages are missing

"Missing" can mean two very different things. Ask the customer first:

Do you see My Subscriptions and My Collection in your account menu, but they're empty? Or are those menu items not there at all?

The answer picks the branch.

Branch A — Menu items aren't there

This is a configuration issue on your side. Same for every customer.

1. Confirm the blocks are added in the customer-account editor. Open Settings → Checkout → Configurations, click Customize, switch to the Customer accounts surface, and check that My Subscriptions and My Collection are added under Apps → Masterfile. If they aren't, walk through Enable Shopify customer account pages.
2. Confirm the store is on new customer accounts. Under Settings → Customer accounts, the toggle should read New customer accounts. Classic accounts don't support app blocks, so the Masterfile pages won't render under them.

If both are correct and the menu items are still missing for every customer, it's an escalation case below.

Branch B — Menu items are there but empty

This is almost always an email mismatch. My Subscriptions and My Collection are populated from the customer's order history, which Shopify keys off the email used at checkout — not the email on their customer account.

Common cases:

• The customer guest-checked out under email A, then later created a customer account using email B. Their orders aren't tied to that account.
• The customer has multiple accounts and is signed into the wrong one.
• The customer is comparing what they see at your store against what they remember buying — but the order was placed at a different store you also run.

Ask the customer which email they used on the order they expect to see, then pick the fix:

• They have one account but used a different email at checkout — have them sign in (or create an account) using that exact email. Subscriptions and collection entries surface immediately once they're signed in under the matching email.
• They have two accounts (one per email) and want everything in one place — merge the customers from your Shopify admin. Open the customer record for the account they want to keep, click More actions → Merge customers, and pick the duplicate. Orders move to the kept customer and the Masterfile pages repopulate accordingly.

If the customer confirms they're signed in under the right email and the page is still empty, escalate.

Still stuck

If both branches above check out

— email support@masterfile.co with the customer's email and an example order number that should be visible. Include what you've already checked.