Troubleshooting

Work through these checks in order.

1. Is the theme app embed switched on?

Popups, magic links, QR codes, behaviour triggers and the widgets that place themselves all need the app embed. Open the app’s Home page: if the embed is off in your published theme, you’ll see a banner saying so, with an Enable app embed button. Turn on Discounts & Promotions in the theme editor and click Save.

The embed is set per theme. If you’ve just published a new theme, or you’re previewing an unpublished one, switch it on in that theme too.

2. Is the campaign live?

Go to Discount Campaigns and find the campaign.
Check the Status column. Only an active campaign applies. Draft and Paused campaigns don’t.
Check the Time column. A campaign with a start date in the future sits under the Scheduled tab until then, and one past its end date moves to Expired.

Start and end times use your store’s time zone, as set in Shopify.

Magic links stop working once they reach their activation limit or their time limit, if you set one. Open the magic link to see its status and raise or clear the limit.

3. Does the cart actually qualify?

Check the campaign’s products, collections, minimum spend or quantity, and which customers it’s for. A discount only applies to the products and customers it covers, and only once the cart meets its minimum.

4. Is another discount winning?

When two discounts apply to the same cart but aren’t allowed to combine, Shopify keeps only the bigger saving and drops the other. Campaigns that create a Shopify discount have a Combinations section with three boxes: Order discounts, Product discounts and Shipping discounts.

If a live discount in your store won’t stack with the one you’re editing, the Combinations section lists it and tells you what to change: tick a box on this campaign, change the other discount, or both.
Both discounts have to allow combining. Ticking the box on one isn’t enough if the other discount doesn’t allow it.

5. Testing behaviour triggers after a magic link

When a shopper arrives through a magic link or QR code, their browser remembers it for 7 days. While it’s remembered, behaviour triggers don’t fire for that shopper, so the two don’t overlap. This often catches merchants out when testing.

To test behaviour triggers, use a new private or incognito window, or clear your cookies for the store. On a behaviour trigger, the Preview on storefront button opens your store and shows the popup even if you dismissed it earlier.

6. Popup closed and won’t come back

Once a shopper closes an offer popup, it doesn’t open again by itself for the rest of their visit. The floating button stays on screen so they can reopen it. When testing, use a new private window to see the popup fresh.

7. Just made a change?

The storefront keeps campaign details for up to a minute in each visitor’s browser. If a change doesn’t show, wait a minute and reload, or open a new private window.

8. A widget doesn’t show, or shows in the wrong place

Themes are built differently, so a widget that places itself may not find the right spot on yours.

Where there’s a theme app block for it (bundle, upsell, quantity and cart goal widgets), add the block in the theme editor so you choose where it goes.
Or go to Advanced settings > Widget placement and give the widget a CSS selector to sit next to.
Or click Ask us to place it on that page and we’ll set it up for you, free.

If free gifts or other auto-added products go into the cart but the cart drawer doesn’t update or open, try the Cart Drawer Settings in Advanced settings. See Storefront display for what each setting does.

9. A discount applies that shouldn’t

If you deleted a campaign but its Shopify discount was left behind, Discount Campaigns shows a banner headed Leftover discounts are still applying. Click Turn them off.

Stuck? Email hello@behaviour-discounts.co.uk with your store address and what you’re trying to set up.