Troubleshooting
Common issues and how to fix them.
Notifications Not Showing
Work through these checks in order:
- App embed enabled? — In your Shopify admin go to Online Store → Themes → Customize → App embeds and confirm the Nudge toggle is on. Save the theme if you make a change.
- Notifications toggled on? — In the Nudge dashboard, confirm the main Notifications switch is On.
- Page targeting — Check that the page you're testing is included in your page targeting settings (e.g. Home, Product, Collection).
- Recent orders — Nudge requires orders within your data window. On the Free plan that's 7 days. Place a test order if needed.
- Hard refresh — Clear your browser cache with Cmd+Shift+R (Mac) or Ctrl+Shift+R (Windows) and reload.
- Session cap — If you've already seen the maximum notifications per session (default: 3), they won't show again until you open a new private/incognito window.
Widget Not Loading
- Confirm you're using an Online Store 2.0 theme — Nudge requires OS 2.0 app embed support
- Disable browser extensions (ad blockers, script blockers) temporarily and reload
- Test in a private/incognito window to rule out extensions
- Temporarily disable other apps to check for JavaScript conflicts
Notification Showing in the Wrong Position
- Go to Appearance → Position in the Nudge dashboard and verify both desktop and mobile positions are set correctly
- Make sure you clicked Save after changing the position
- Check that you're not viewing a cached version — do a hard refresh
Analytics Not Updating
- Analytics data updates with a short delay (up to a few minutes) — wait and refresh the dashboard
- Impressions are only counted for real visitors; your own visits in the dashboard editor do not count
- Free plan users see aggregate totals only — daily breakdowns require Starter plan or above
Notifications Showing Too Often (or Not Enough)
Review your Timing & Frequency → settings:
| Symptom | Likely cause | Fix |
|---|---|---|
| Too many popups | Low cooldown or high max per session | Increase Cooldown, lower Max Per Session |
| Popups stop too soon | Low Max Per Session | Increase or set to Unlimited |
| First popup is too slow | High Initial Delay | Reduce Initial Delay |
Still Need Help?
Contact support through the Nudge listing on the Shopify App Store. Include your store URL and a description of the issue — screenshots help.