> For the complete documentation index, see [llms.txt](https://docs.samita.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.samita.io/help/troubleshooting.md).

# 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

{% hint style="warning" %}
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](/getting-started/enable-app-in-theme.md).
{% endhint %}

| 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](/extra-features/configure-display-conditions.md).

## 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](/getting-started/enable-app-in-theme.md).
3. If your theme does not support app embeds, contact <support@samita.io> for alternative installation methods.

## Next steps

* [Frequently asked questions](/help/faq.md) — quick answers to common questions.
* [Contact support](/help/contact-support.md) — send us the details and we will investigate.

{% hint style="success" %}
**Need support?**

If none of these fixes work, contact us at <support@samita.io> with your store URL and the product page where the problem appears.
{% endhint %}


---

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