Troubleshooting Guide
Use this page as your quick checklist
This checklist helps you fix the most common storefront problems fast. Do the steps in order. Stop when the issue is fixed.
Fast “first checks” (do these once)
In Shopify admin, go to Online Store → Themes. Make sure you are customizing the live theme (or the exact theme you are testing in preview).
Open Customize, then look for the app’s App embed and/or App blocks used by the cart drawer. If they are off or missing, the drawer and offers may not show.
If you need full step-by-step help, use the other troubleshooting pages in this plan (for example the page about the cart drawer not opening).
If you have another cart drawer, upsell app, bundle app, or discount app running, it can block the drawer or hide offers. Temporarily disable the other app(s) and retest.
Checklist by problem
- Test the trigger: Click Add to cart on a product page (not just the cart icon). Some themes use different buttons.
- Theme settings: Confirm the app is enabled in the current theme (live vs preview).
- Theme change check: If you recently switched themes, re-enable the app in the new theme. Theme switches often turn embeds/blocks off.
- Conflicting cart features: Turn off other cart drawers/slide carts and retest.
- Quick sanity test: Add 1 item, refresh the page, and try again. If it works after refresh, it may be a caching or script-load issue.
- Check preview vs live: If it looks fine in preview but broken on live, publish the theme changes and retest.
- Check device view: In theme editor, switch between desktop and mobile. Some themes apply different CSS per device.
- Look for custom CSS conflicts: If you added custom CSS in your theme or another app, it can override the cart drawer styles (especially global rules like
button,img,*). - Check image sizing: If product images look stretched, set image fit options inside your cart item display settings (common fix for squished thumbnails).
- Turn off one change at a time: If you recently changed multiple design settings, undo the last change first to find the exact setting causing the issue.
button tags). It can break the cart drawer and checkout buttons.- Check the goal: Make sure the cart really meets the reward goal (amount or item count). Test with a higher cart total than the goal to be sure.
- Check market/currency: If you use Shopify Markets, confirm you are testing the right market. Rewards can be different by market.
- Check exclusions: Some rewards won’t apply to certain products, collections, or sale items (depending on your setup).
- Free gift availability: If the gift is sold out or not available in the store/channel, it may not add.
- Discount stacking limits: Shopify has rules about which discounts can stack. If another automatic discount is running, it may block a reward discount.
- Check targeting rules: Confirm the offer is set to show on the product(s)/collection(s) you are testing.
- Check trigger items: For FBT, the trigger product usually must be in the cart or on the product page you are viewing (depending on placement rules).
- Check inventory and availability: If an upsell product is out of stock or not available to the Online Store sales channel, it may hide.
- Check “already in cart” rules: Some upsells are set to hide items that are already in the cart.
- Check design placement: If you moved sections around in the cart editor, the upsell section may be below the fold. Scroll the drawer to confirm.
- Try a known-good code: Create a simple test code in Shopify (like 10% off, no minimum) and test that.
- Check code restrictions: Many codes only work for certain products, customers, or minimum spend. Make sure your cart matches the rules.
- One discount at a time: If an automatic discount is already applied, your coupon may be blocked by Shopify discount rules.
- Clear and re-apply: Remove the code, refresh the page, then apply again. This can fix “stuck” display issues in some themes.
- Check if the cart changed: If a customer changes variants or quantities, some discounts can become invalid. Retest after the final cart is set.
- Test on a clean browser: Use incognito and disable extensions like ad blockers. Extensions can slow scripts or block requests.
- Check for too many widgets: If you enabled many features at once (multiple upsell blocks, announcement carousels, badges, add-ons), try turning off one section at a time and retest.
- Reduce heavy visuals: Large images, lots of icons, and extra animations can make the drawer feel slower on mobile.
- Watch third-party apps: Extra tracking pixels, chat widgets, and multiple marketing scripts can slow down add-to-cart and drawer open time.
- Retest on mobile data: A drawer that feels fine on desktop Wi‑Fi can feel slow on mobile. Test both.
Quick “done” check
- Add a product to cart from a product page.
- Open the cart drawer and confirm: items update, totals look correct, and checkout button works.
- If you use rewards/upsells/coupons: test one example of each and confirm it shows and applies as expected.