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

# Tagging Rules Troubleshooting

> Why a tagging rule isn't applying, and answers to the questions that come up most.

**Where to find it:** `Dashboard → Settings → Tagging Rules`

A rule that looks correct but isn't tagging anything almost always comes down to one of a handful of causes. Work down the list below, then check the questions underneath. For how rules are built and rerun, see [Tagging Rules](/shippers/tagging-rules/overview).

## Why a Rule Isn't Applying

Work down this list:

* The rule is new and hasn't been rerun — rules aren't retroactive.
* The record has a tag someone added by hand, which hides automatically applied tags.
* The record's GL code was edited by hand, so GL code rules skip it permanently.
* Another GL code rule already claimed the order, and only one GL code is kept.
* A **not equals** or **not contains** condition is being used on records whose field is empty.
* One condition is failing. All conditions must be true for the rule to fire.
* For a load rule, order-level conditions are checked against the load's linked orders, so a load with no linked orders won't match them.

Still stuck? Email [support@owlery.ai](mailto:support@owlery.ai) with the rule and an example record.

## Common Questions

<AccordionGroup>
  <Accordion title="How do I reset all my tags and start over?">
    On the Tagging Rules page, click **Update All Tags**, tick **Remove Old Tags**, and confirm.

    **What it clears**: every automatically applied tag across your whole organization — orders, loads, and quotes, including closed ones. Your current rules then re-apply from scratch.

    **What it doesn't clear**: tags anyone applied by hand, and GL codes on records that were edited by hand. Those stay as they are, even on a full reset.
  </Accordion>

  <Accordion title="I created a rule — why didn't it tag my existing orders?">
    Rules aren't retroactive. Open the rule and use **Rerun Rule** to apply it to records you already have.
  </Accordion>

  <Accordion title="Why did I get two rules when I only made one?">
    You ticked both **Order** and **Load** in guided mode, which creates one rule per record type. This is expected — the conditions are checked differently on each.
  </Accordion>

  <Accordion title="I deleted a rule but the tags are still there.">
    Deleting a rule doesn't remove the tags it already applied. Run **Update All Tags** with **Remove Old Tags** ticked to clear them.
  </Accordion>

  <Accordion title="Why does my order only have one GL code when two rules match it?">
    A record keeps a single GL code, no matter how many GL code rules match. Rewrite the rules so they don't overlap.
  </Accordion>

  <Accordion title="How do I change a rule?">
    Create the corrected rule, then delete the old one. Rules can't be edited in place.
  </Accordion>
</AccordionGroup>