Troubleshooting

Before you start, test in a new private or incognito window. Popwell remembers popups already shown and bars already closed in the browser, so your usual window may hide a campaign that works for new visitors. After saving a change, allow a few seconds before you reload the storefront.

The popup doesn’t show

Work through these in order:

1. The theme app embed is off. Open Setup in Popwell. If you see Popup is not active in the theme yet, select Activate in theme now, turn on Popwell popup, and save the theme. The embed must be on in the published theme. See Getting started.
2. The campaign isn’t active. On the Campaigns page, choose the All filter and check the status. Inactive means paused: select Start. Expired means its countdown has ended: set a new end date. See Countdown timers.
3. The campaign wasn’t saved. Turning on Campaign status in the editor only takes effect after Save campaign.
4. It’s outside the publish window. A Scheduled badge means the start date is still in the future. Also check Show until date. See Scheduling and priority.
5. The page isn’t targeted. Check Page targeting, the page types and the paths. Paths must match exactly unless they end in *.
6. The device isn’t targeted. Mobile only campaigns don’t show in a desktop window wider than 750px, and Desktop only campaigns don’t show below it.
7. It already showed. With Once per session, a popup shows once per browser tab. Open a new private window.
8. The trigger hasn’t fired. With Scroll, scroll further down. With Leaving the page, move the mouse out through the top of the window; on a phone, wait for the fallback time.
9. Another campaign wins. Only one popup shows per page. Look for the Who shows first? card on the Campaigns page and adjust Priority.
10. A plan limit is reached. On Free, only one campaign shows in total, and nothing shows after 3,000 views in a month. Check the plan card on the Campaigns page. See Plans and billing.

The bar doesn’t show

The checks above apply to bars too, except frequency. Also check:

• The bar was closed. With Hide for session, open a new tab. With Hide permanently, the bar stays hidden in that browser until its site data is cleared; test in a private window.
• The countdown ended. With Hide bar when expired on, the bar disappears when the timer reaches zero, and the campaign becomes Expired.
• All messages are empty. A bar needs at least one message with text.
• The bar is hidden behind the header. Some themes cover elements at the top of the page. Try turning Stay sticky while scrolling on or off, or move the bar to Bottom.

The free shipping amount is wrong

• Check that Free shipping threshold matches the minimum in your Shopify shipping rate.
• Check the Currency code. It only sets the currency sign; Popwell doesn’t convert amounts. See Free shipping bar.

The coupon doesn’t apply

• The discount doesn’t exist in Shopify. Popwell only shows the code. Create it in Discounts with exactly the same code. See Coupons and discounts.
• The discount isn’t active, or its conditions aren’t met. Check its dates, minimum purchase, eligible products and customers, and whether it combines with other discounts in the cart.
• The button doesn’t apply the code. Only the Cart and Custom URL destinations apply the code, and only when Display coupon box is on. With other destinations, customers enter the code at checkout.
• The countdown and the discount end at different times. A popup can still show a code whose discount has ended in Shopify.

Still stuck?

Use the support form. Include your store URL, the campaign name, the page where you expected it, and a screenshot if you can.