Troubleshooting

Fix the most common problems with badges, banners, trust badges, and highlights not displaying as expected.

Work through the checks below in order — the first two solve most cases.

Badge not showing on the storefront

Start here: on the app Dashboard, look at the status chip beside Explore outstanding features. If it reads App embed inactive, nothing the app creates will render. See Enable the app in your theme.

Check	What to look for
Badge status	The status switch in the badge editor must be Active. Draft badges never render.
Product targeting	On the Products tab, confirm the product you are viewing actually matches your conditions — if you targeted a collection, check the product belongs to it.
Page conditions	On the Display tab, confirm the page you are viewing is selected. Targeting product pages only will not show the badge on collection pages or the home page.
Schedule	Under Display > Visibility Date & Countdown, make sure the current time falls inside the start/end window.
Browser cache	Reload in an incognito window — a cached page can still show the old storefront.
Page builder	On pages built with PageFly, GemPages, or Shogun, adjust the page conditions on the Display tab.

Badge showing in the wrong position

1. Check the position setting on the Design tab — Inside product image or Outside product image, then the predefined position.

2. For Outside product image, check the Predefined position dropdown (for example Below the product price) and the left/center/right alignment control.

3. If you are using a custom position, confirm your theme actually has the element you anchored to — themes do not share the same product-page HTML.

4. For non-standard layouts, use a CSS selector override in Advanced settings to place the badge exactly.

Badge looks different on mobile and desktop

1. Open the Size section on the Design tab and check Responsive size. Use same size on desktop and mobile applies one size to both.

2. Switch Responsive size to the custom option to set separate sizes per device.

3. Use the desktop/mobile preview toggles above the preview to check mobile before publishing.

Banner not showing

1. Confirm the banner status is Active, not Draft.

2. On the Placement tab, check the display Position — a banner set to Custom renders nowhere until you paste its shortcode into your theme.

3. Check the condition panels. Conditions in different panels must all pass.

4. Under Visibility date, confirm today falls inside the start/end window.

See Configure display conditions.

Trust badge or highlight not appearing

1. Confirm the trust badge or highlight status is Active.

2. If you placed it with a shortcode, verify the snippet sits at the exact spot in your theme's Liquid file where you expect it.

3. On the Placement tab, confirm the page type and position match where you are looking.

Theme integration issues

1. On the Dashboard, check the status chip beside Explore outstanding features.

2. If it reads App embed inactive, enable the app embed in your theme editor — see Enable the app in your theme.

3. If your theme does not support app embeds, contact [e-mail] for alternative installation methods.

Next steps

• Frequently asked questions — quick answers to common questions.

• Contact support — send us the details and we will investigate.

Need support?

If none of these fixes work, contact us at [e-mail] with your store URL and the product page where the problem appears.