The Digital Editions section is missing from a customer's account

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

Do you see Digital Editions in your account menu, but it's empty? Or is the menu item not there at all?

The answer picks the branch.

Branch A: menu item isn't there

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

1. Confirm the block is added in the customer-account editor. Open Settings → Checkout → Configurations, click Customize, switch to the Customer accounts surface, and check that Digital Editions is added under Apps → Masterfile. If it isn'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 Digital Editions page won't render under them.

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

Branch B: menu item is there but empty

The Digital Editions page only shows editions the customer is entitled to. Empty means no entitlement exists for that customer yet. Most common causes:

• Email mismatch. Entitlements key off the order's customer record, which Shopify ties to the email used at checkout. If the customer guest-checked out under email A and then created an account under email B, the entitlement isn't linked to that account. Have them sign in (or create an account) under the email they used at checkout.
• Order not yet paid. Entitlements grant on payment, not at checkout. If the order's payment hasn't been captured yet (a manual or pending order), the page will stay empty until it is. Most storefront orders capture immediately. Refresh once the order shows paid.
• The project has been unpublished. Unpublishing hides every customer's entitlement until you republish. Check the project's Visibility in the Masterfile dashboard.
• The customer is comparing to a different store. They bought the edition from a different store you run.

If the customer confirms they're signed in under the right email and the order's paid and the project's still published, escalate.

Still stuck

If both branches check out

— email support@masterfile.co with the customer's email and the order number for the edition they expect to see. Include what you've already checked.

Related

• About digital edition access. How entitlements are created.
• Customer can't open an edition they bought. When the card is there but the viewer won't open.