Common Issues

This page covers the most common setup, rendering, generation, and analytics issues.

Widget does not appear

The block exists but the storefront is empty

Likely cause: No live version matches the widget’s kind, page type, placement key, and audience.

Solutions:

1. Open Studio and confirm the experience is Live, not draft only.
2. Confirm the selected surface placement matches the theme block.
3. Check whether the visitor is signed in if the experience is customer-specific.
4. Create a Default visitor widget for the same placement as a fallback.
5. Use browser developer tools and check whether /apps/wand/experience returns 204.

The widget appears in preview but not live

Likely cause: Preview mode can show a selected draft, while the live storefront only shows promoted versions.

Solutions:

1. Open the experience detail page in Studio.
2. Select the version you previewed.
3. Click Set selected live.
4. Refresh the storefront without the preview URL flag.

The wrong widget appears

Likely cause: The placement key or default widget fallback is matching a different live experience.

Solutions:

1. In the theme editor, check the widget’s placement key.
2. In Studio, open the experience and verify the surface placement.
3. Use unique placement keys for similar widgets on the same page.
4. Deactivate stale experiences that should no longer render.

Homepage experience does not appear

Homepage replacement is more restrictive than widgets because it can hide surrounding sections.

Solutions:

1. Confirm you added WandStore Homepage, not only WandStore Widget.
2. Confirm a homepage experience exists and has a live version.
3. Test with the intended signed-in customer.
4. Use widgets instead if you only need a module inside the existing page.

Generation issues

Generation fails

Possible causes:

• AI data consent is incomplete.
• Plan generation limit has been reached.
• No products are available to use in generation.
• The app cannot access required Shopify data.
• Generation service is temporarily unavailable.

Solutions:

1. Complete onboarding and AI data consent.
2. Check remaining generations in Dashboard or Settings.
3. Confirm products are published and available.
4. Try a simpler instruction.
5. Contact support with the error message from Studio.

The generated widget looks off-brand

Solutions:

1. Generate a new version after saving the latest theme changes.
2. Give Studio a more explicit instruction about tone, layout, product focus, or CTA style.
3. Use Generate next version instead of starting from scratch when the draft is close.
4. If the widget still looks off-brand, contact support with the widget name, placement, and storefront URL.

Audience issues

No cohorts are available

Cohorts come in two kinds: smart cohorts (AI groups customers and writes a tag) and manual cohorts (built from an existing Shopify customer tag).

Solutions:

1. To build a manual cohort, add or sync customer tags in Shopify first.
2. Reopen Audiences.
3. Create a manual cohort from the desired tag, or create a smart cohort and let the AI segment customers for you.

Customer-specific experience does not show

Solutions:

1. Confirm the shopper is signed in.
2. Confirm the customer in Studio matches the signed-in Shopify customer.
3. Promote the customer-specific version to live.
4. Create a default visitor fallback for the same widget placement.

Analytics issues

Rendered and visible events appear, but add-to-cart is zero

Likely cause: The Shopify Web Pixel is missing or misconfigured.

Solutions:

1. Open Settings.
2. Check Shopify Web Pixel.
3. Click Repair if available.
4. Run a fresh add-to-cart test from a live widget.

Orders or revenue do not appear immediately

Orders and revenue depend on Shopify order events and attribution reconciliation. They can appear later than rendered, visible, click, or add-to-cart events.

Campaign issues

Campaigns coordinate an audience, an optional discount, an onsite widget, and a marketing email. Nothing goes live or sends until you Launch. See Campaigns for the full build and launch flow. Reach campaigns from Apps > WandStore > Campaigns.

Prepare package ends in “Prepare blocked”

Likely cause: Preparing the package builds the cohort, widget draft, and email draft, then validates the discount and email provider. If one of those cannot be satisfied, the status becomes Prepare blocked and the detail page names what to fix.

What the page names	What to fix
No WandStore widget app block in the theme	Add the WandStore Widget app block to the targeted placement in the theme editor.
Audience cannot be resolved	Make sure the cohort still maps to a tag (or smart-cohort segment) with members. See Campaign audiences.
Discount needs permission	Grant the discount permission the app requests, then reauthorize if prompted.
Email provider not ready	Connect and configure a provider. See Email provider and Campaign emails.

After fixing the named item, re-run Prepare package.

Package preparation appears stalled

Likely cause: A prepare run is still in progress, or it stopped responding.

Solutions:

1. If preparation has run for roughly 15 minutes without finishing, use Retry on the campaign detail page.
2. Confirm the discount and email provider are still valid, then re-run Prepare package.

The email was skipped or the campaign shows “Partial failure”

Likely causes:

• The email reaches only marketing-eligible members. If none are eligible, the send is skipped by design.
• Partial failure means the widget went live but the email send failed.

Solutions:

1. For a skipped email, confirm the audience contains marketing-eligible members. See Campaign emails.
2. For a partial failure, the widget is already live; check the email provider, then relaunch or resend the email from the campaign detail page.

Cannot edit a campaign after approving

Likely cause: Approve locks the plan so it cannot change between approval and launch.

Solutions:

1. If the campaign is approved but not yet launched, revert it to an editable state, make your changes, then re-run Prepare package and Approve again.
2. If it is already live, end the campaign and create a new one for the revised plan.

An ended campaign still appears on the storefront

Likely cause: Ending a campaign takes the widget down, but a cached view may briefly show it.

Solutions:

1. The live widget self-heals and re-checks, so the spot should clear on the next organic visit.
2. If the widget could not be taken down, archiving the campaign may require removing the app block manually in the theme editor.

Note

Ending a campaign is permanent and takes the widget down, but any applied discount stays in place.

Still stuck?

• Check the FAQ.
• Follow Verifying Setup.
• Contact WandStore support with the store URL, placement key, experience name, and any console errors.