# Commissions Troubleshooting
> Source: https://development.fuze-store.com/docs/store/staff-operations/commissions-troubleshooting

# Commissions Troubleshooting

If a commission number looks wrong, it is almost always one of these. Each links to the guide with the full rule.

## Before you start

- Staff commissions is on.

## Steps

Open **Preferences → Store → Staff commissions** and confirm it is on.

Open the product for a commission override, the staff member for their own rate, and the store default.

Open **Staff → Commissions → View all** and find the entry. It shows its status and the rate used.

## What happens next

- Follow the matching row below.

## Edge cases

- **Nobody earns anything.** The switch is off, or the item's resolved rate is 0%. A 0% item override wins over everything and means nobody earns on it, on purpose.
- **A rate is not what I expected.** An item override beat their staff rate, or they have no staff rate and resolve to the store default.
- **A line has no staff but someone earned.** The order-level fallback is on (the default). See [Order-Level Staff and Commissions](/docs/store/staff-operations/order-level-staff-and-commissions).
- **Two staff on one line earned different amounts.** Expected. With no typed rate, each person's resolved rate is split across the crew. A typed rate is their own cut, not split.
- **I changed a rate and old sales did not change.** A sale keeps the rate it was first priced at.
- **I cannot set a rate on a line.** Typed percentages cannot add up to more than 100% of the line. Lower one. Auto and flat rates do not count toward this.
- **Earned went down after a refund or void.** It did not. The original entry stays, and a separate negative entry shows in **Reversed**.
- **Paid looks lower than what they received.** A cash advance is tracked separately from Paid, so Paid means settled through a payout or an organization pay run. See [Cash Advances](/docs/store/staff-operations/cash-advances).
- **A payout's numbers changed while I was filling it in.** A sale, refund or void was recognized for that person. Review the refreshed totals. See [Recording a Payout](/docs/store/staff-operations/recording-a-payout).
- **Gross does not match commission alone.** Gross is base pay plus commission for their pay type. See [Staff Pay Structure](/docs/store/staff-operations/staff-pay-structure).
- **Orders from before it was on** never got an entry.

## Works with

| Add-on or plan | What changes on this page |
| --- | --- |
| Staff Pay add-on | Required. Free during the free trial. Without it the commission, payout and cash advance screens are hidden and no commission is recorded. |
| Staff Operations add-on | Optional. A PIN sign-in proves who tagged each line. |
| Staff Commissions preference | The switch inside Staff Pay that turns commissions on. See [Turning On Commissions](/docs/store/staff-operations/turning-on-commissions). |

## Related guides

- [Staff Commissions Overview](/docs/store/staff-operations/commissions-overview)
- [How Commissions Are Calculated](/docs/store/staff-operations/how-commissions-are-calculated)
- [Setting Commission Rates](/docs/store/staff-operations/setting-commission-rates)