Troubleshooting

Changes and display

My changes don’t show on the live store

Check that you clicked Save in the theme editor, and that you edited the published theme, not a copy. Then refresh, or open the store in a private window.

Something looks broken after installing an app

Apps add their own code, which can clash with the theme. Turn off the app’s embed in the theme editor’s App embeds panel to check. If that fixes it, contact the app’s developer. See Theme speed for removing leftover app code.

Images are blurry or cropped

Upload larger images, and choose shapes that suit each section. Where a section offers it, set the height to the image’s original height so nothing is cropped. See Image sizing.

Video doesn’t play on phones

Phones decide whether video can autoplay, for example to save battery. Add a cover image so the section still looks good. See Video FAQ.

Product cards and pages

Review stars aren’t showing

Turn on Show product rating in Theme settings > Product cards, and check your reviews app saves ratings to Shopify’s standard metafields. See Ratings and reviews.

A badge isn’t showing

• Custom badge: the metafield must be custom.badge, and Show custom badge must be on in Product badges.
• New badge: the product must be in one of the collections chosen for it.
• Any badge: check Maximum badges to show. Extra badges are hidden.

See Product badges.

Color swatches aren’t showing

Swatches come from Shopify’s category metafields, which you set up on each product’s color option. See Swatches.

Stock levels aren’t showing

Shopify must track the product’s quantity, and the Inventory status block or the card setting must be on. See Inventory and stock.

The breadcrumb doesn’t show the collection

Turn on Include collection in product link in Product cards, then arrive at the product from a collection. See Breadcrumbs.

I see an error when saving the product page after a big update

Some older Table blocks need re-saving in the new format. See Updating your theme.

Navigation and search

My mega menu isn’t showing

Type the top-level link’s label exactly in Mega menus > Menu links, in every language your store uses, and make sure the link has links nested under it. See Mega menus.

An announcement shows on the wrong pages

The menu chosen in Pages to show this announcement on must be flat. Nested links are ignored. See Announcement bar.

A Quick filter dropdown is empty

The Filter name must match a filter on the collection page exactly, apart from capital letters. See Quick filter troubleshooting.

Compatibility badges aren’t showing

The customer must have saved something in the finder in this browser, and the filter must be based on a supported metafield, variant option, product type or vendor, not tags. See Compatibility finder.

Cart and promotions

The free shipping bar isn’t showing

Add a line for the customer’s currency, such as USD:100, in Free shipping minimum amounts. See Cart and cart drawer.

My popup doesn’t show

Once you close a popup, it stays closed on that device. Set Mode to Test mode while you check it, then switch back. Also check its Show on and time-of-day settings. See Popup.

Quick add doesn’t show the bulk order list

The product’s template must include the Bulk order list section, as the bulk-order template does. See Bulk order list.

Section tabs aren’t working

The tabbed sections must come straight after the Section tabs section, and each must have Show on set to Both. See Section tabs.

Contacting support

Contact us with your store address, a link to the page with the problem, and what you expected to see. A collaborator request code lets us look at your theme settings directly.

Common questions