Troubleshooting

Start with the symptom below. Some differences are expected because of a setting or a required purchase step; others indicate a failed load or save. Check the relevant setting before changing a working purchase flow.

Use an unpublished theme preview for investigation. Save the editor and make sure you are looking at the same theme, page and template. If you need to return to a known working version, see Theme updates and apps.

Find a problem

Search for	Go to
Missing section, blank space, empty story, no product details	Content is missing or leaves a gap
Wrong menu link, product template, page template or preview	The wrong content or destination appears
Quick shop, quick view, quick add, Choose options, Customise	Quick shop will not add directly
Buy now, Shop Pay, accelerated checkout, payment button	A payment button is hidden
Gift card, wrapping, extra, add-on, View details	A gift extra is missing or needs its own page
Update bag, quantity, order note, unsaved changes	The bag asks me to save first
Name, text, dropdown, edit personalization	Personalization is missing or cannot be edited
Sync gift quantities, incorrect extra count, checkout blocked	Gift quantities need a closer look
Could not confirm, loading, disabled button, duplicate add	An add or save was interrupted
Image crop, video, WebM, playback, retry	Media is cropped or will not play
App block, app embed, subscription, customiser	An app behaves differently in this theme

Content is missing or leaves a gap

First decide: is content intentionally absent, or is selected content failing to appear?

1. Open the correct template and expand the section in the editor.
2. Confirm it is visible and contains the required blocks and actual product, collection, image or link selections.
3. Check that the selected resource is available to the online store and that the preview is showing the intended page or product.
4. Save and open the storefront preview again.

Expected: sections that need a resource do not show empty customer-facing cards when no suitable resource is selected. Some setup hints appear only in the editor.

A Page with only a title should not reserve space for an empty body. Blank paragraphs in an editor do not count as a useful introduction. To add a story introduction, edit the Shopify Page content or add the intended story section. See Navigation and pages.

For a product's full description, add actual content in Shopify's product admin and check Product story and details below the buying area. Its content is separate from a shorter purchase-area accordion. Media-only descriptions are allowed. See Product details and media.

If selected, visible content is still missing, record the template, section and resource in a support request.

The wrong content or destination appears

Check the resource selected in the section and the template assigned to the actual product or Page. Editing a template changes the layout for all resources using it; it does not create a separate product or Page.

For Header menu image cards, check Parent menu destination against the top-level menu item's destination. Changing the menu text can keep that connection, but changing its destination can require reconnecting the card. Ordinary menu links come from the menu selected in Header. Follow Navigation and pages for setup.

If the editor and storefront disagree, save and reopen the preview for the intended theme. Do not assume the currently published theme is the copy you just edited.

Quick shop will not add directly

A full-page button can be expected. Products with options, personalization, gift extras, gift-card information, required plans, app blocks or non-empty product-section Custom Liquid need their full purchase flow.

For an otherwise suitable simple product, check Product and purchase → Buy buttons → Allow quick add for simple products in its assigned product template. The global Show quick shop on product cards setting controls whether the product-card overview is offered.

In the editor's product preview, expand Theme editor: purchase options beneath the Buy buttons area to see the current reasons. This merchant guidance is not displayed to shoppers.

Use the quick-shop eligibility table. Do not remove required choices simply to enable the shortcut.

If the overview says it could not load the product, close it and open the full product page. Restore the connection before trying again. A failed product read is different from an interrupted add; for an add, inspect the bag first.

A payment button is hidden

Check settings and requirements first:

1. On the product template, check Show accelerated checkout for standard products.
2. On the full bag, check Shopping bag → Show accelerated checkout.
3. Check product availability and wait for any option or bag update to finish.
4. Check whether the product or bag needs personalization or linked-gift review.

The theme does not reveal a shortcut that bypasses required details. Shopify and the store's payment setup also determine which payment options appear. App blocks and non-empty Custom Liquid in the product section use the main product form.

See Quick shop and payment buttons before treating a hidden button as a fault. If the standard checkout loads but a payment method fails there, start with Shopify or the payment provider; include theme evidence if the problem begins before checkout.

A gift extra is missing or needs its own page

There are two places to configure extras:

• A Gift extra block on the product template offers an extra with that main product.
• Theme settings → Shopping experience → Gift extras in the bag offers up to three independent suggestions.

Confirm the chosen extra is available, is not the main product itself, and has the intended product template. Duplicate or unavailable bag suggestions do not create extra empty cards. An independent suggestion already in the bag can show Added.

Direct add requires a suitable simple product whose own purchase flow allows it. Otherwise follow its product title or View details link to make the required choices. Do not treat a simple-looking product photograph as proof that the product needs no configuration.

See Gift extras and Quick shop and payment buttons.

The bag asks me to save first

This is usually an unsaved quantity or order note. Select Update bag, wait for the refreshed total, then continue with personalization, another add, Remove or the header bag.

In the drawer, each changed row has its own Update bag. Saving one row does not confirm another row's draft. A linked extra follows its main item rather than offering an unrelated quantity control.

Expected: saved values remain after refresh and the reminder clears. See Shopping bag and personalization.

Personalization is missing or cannot be edited

Check that the product uses the intended template and its Personalization field blocks are present. Each field needs a unique Order property name, a clear label and the intended required setting. Text limits must match what you can produce. See Personalized products.

The bag editor appears for supported theme fields saved with that item. Older entries and app-generated customisations may need to be replaced through the full product page. Save bag drafts before selecting Edit personalization.

If another tab changed the same item, review the current bag before editing again. Do not expect an old open editor to overwrite a newer personalization silently. For an app's upload, artwork or customiser field, check the app's editing process.

Gift quantities need a closer look

Review the main item and extras, save pending drafts, then use Sync gift quantities when available. Wait for the bag to refresh. If the extra is no longer wanted or cannot be purchased, remove the affected extra and review the remaining selection.

One per selection means one extra for that gift selection, not one for the whole order. One for each item follows that selection's main quantity. Independently added bag suggestions follow their own quantity.

Stock rules or an interrupted update can prevent synchronisation. Checkout stays paused while the selection needs review. Follow gift-quantity recovery rather than repeatedly adding the same gift.

An add or save was interrupted

If the message says a change could not be confirmed, the store might already have received it. Do not keep selecting Add or Save.

Open View bag and check the actual rows, quantities and personalization. Add again only if the intended item is absent. Resolve any gift warning before checkout. See interrupted-update recovery.

Briefly disabled controls during Loading or an update are expected. If the bag cannot load, use its full-page link after restoring the connection. Before manually refreshing, keep a copy of unsaved text you need. If the issue repeats, include the visible message and whether the refreshed bag contained the change in a support request.

Media is cropped or will not play

For a cropped image, check the section's fit, image ratio and any separate mobile image. A Fill or Cover layout can crop to fit its frame; use the whole-image option when every edge needs to remain visible. Product-card photo fit is under Shopping experience → Product photo fit.

For a film, choose an actual Shopify-hosted video or a direct WebM address, not just a poster image or a web page containing a video. If both a direct WebM address and a hosted video are selected, the direct address takes priority. Playback starts after the visitor selects Play. If it fails, use the visible retry control after checking the source and connection.

Check Product details and media for setup. Test on the real devices your audience uses; a working desktop preview does not establish mobile playback.

An app behaves differently in this theme

Check the app's block or embed in the theme being tested, then its own admin settings. An app enabled on the old theme may still need setup on a new copy.

Use an unpublished duplicate to compare one change at a time. For app-owned choices, subscriptions or supplier output, follow the app developer's requirements. The theme's text preview is not a production file or a supplier integration.

See Theme updates and apps. If you need help, use Contact and support and include the result with and without the relevant feature in the test copy.