Troubleshooting

Fixes for the problems merchants hit most often — quote buttons not showing, prices still visible, blank quote pages and missing emails.

Find your symptom below. Each one starts with the most common cause, so work down the list in order.

The quote button doesn't appear on my storefront

1

Check the app embed is switched on

This is the cause most of the time. Until the app embed is on, the app works in your admin but customers see nothing.

Open the app and look at the Setup guide on the dashboard — "Complete these steps to activate quote requests on your storefront." If the first step reads App embed is disabled, click Enable app embed and switch it on in the theme editor Shopify opens.

The first step of the Setup guide tells you whether the app embed is on.

Full steps: Enable the app in your theme

2

Check the product is one you allowed

The button only shows on products you have selected. Go to Quote settings, scroll to Select quote products — "Select products or collections that should show the Request a Quote button." — and check what your current selection covers. Click Change to widen it.

See Choose quotable products.

3

Check the position isn't set to hide it

Product pages, collection pages and the cart page are three separate settings, and each one has an option that turns the button off.

Go to Quote settings, click Customize, open the Button & widget tab and look at Button position:

Dropdown	The value that hides the button
Product page button position	Don't show on product pages
Collection page button position	Don't show on collection pages
Cart page button position	Don't show on cart page

If the button shows on product pages but not in your collection grid, this is almost always why.

4

Check who is allowed to see it

Still on Button & widget, find Customer visibility. If Who can see the RFQ button? is set to Logged-in customers or Logged-in customers with specific tags, a signed-out visitor sees nothing. Set it to All customers to show it to everyone.

Also check Exclude customer tags — an account carrying one of those tags won't see the button either.

5

Check the theme you edited is the live one

If you switched the app embed on for a theme that isn't published, your live store won't change. Preview that theme, or switch the embed on for your published theme instead.

Still nothing? Some themes place their buy buttons in unusual markup, which can stop the button landing where you expect. Email [e-mail] with your store URL and a link to the product so someone can look at your theme.

The floating quote widget doesn't appear

The widget is a separate setting from the button, so it can be off while the button works perfectly.

• Check it's turned on. Go to Quote settings > Customize, open the Quote cart page tab and turn on Enable Quote Cart Widget — "Shows a floating button on your storefront so customers can open their quote cart from any page."

• Check the app embed. The widget needs the app embed just as the button does — see the first section above.

• Check you're looking for the right thing. On the storefront the widget is a small floating button labelled Quote (n) at the edge of the screen, where n is the number of items collected.

See Floating quote widget.

Prices are still visible after I set up hiding

The conditions option opens Login to show price and Conditions.

• Check the option covers that product. Open Advanced settings > Hide price and look at which of the five options is selected. Yes, hide prices for quoted products only covers the products in your Select quote products list, and Yes, hide prices for specific products only covers the ones you picked by hand.

• Check your conditions actually match. With Yes, hide prices for products that match conditions, the match mode matters: All conditions means "Must satisfy all conditions", Any condition means "Must satisfy at least one condition". Check the field (Product title, Product type, Product vendor, Product price, Product in stock, Product tag or Collection) and the operator against a product you expect to be covered. The operator list changes with the field, so a rule that reads oddly is often a field swapped after the operator was chosen — Product in stock offers only is, and Product tag and Collection only is equal to and is not equal to.

• Check you saved. Look at the top of the window rather than the bottom of the tab: while there is anything unsaved, Shopify's bar reads Unsaved changes with Discard and Save beside it. Leaving without saving keeps the old behaviour.

• Check your plan. Below the five options, a line reading "🔐 This feature is available on …" means the radios are disabled for your plan, so nothing you set there takes effect. See Pricing plans.

• Check the buy buttons separately. Hiding a price does not remove Add to cart. That is the Hide button when quote is enabled on product section on the same tab, with Hide Add To Cart button and Hide Buy Now button.

• Check your theme's price markup. Themes show prices in several places — a product card, a quick view, a sticky bar. If the price is hidden on the product page but still shows in your collection grid, send support the page URL so the rest of your theme can be looked at.

See Hiding prices overview for the settings themselves.

Prices are hidden from my logged-in customers too

That's the Require login to show price checkbox, in the Login to show price section of the Hide price tab.

The checkbox is not on screen while Hide price? is left on No, don't hide prices, which is how it starts. Choose any of the four Yes… options and it appears. It is not tied to the conditions option in particular — older notes saying it only shows up with Yes, hide prices for products that match conditions are wrong.

• If prices should appear the moment someone signs in, tick Require login to show price, and make sure the Yes… option above it covers the products in question.

• If a signed-in customer still sees no price, check that option — and any conditions under it — first. They apply whether or not the visitor is logged in.

• If you cannot find the checkbox at all, look at the radios above it. Greyed-out radios with a padlock line reading "🔐 This feature is available on …" mean your plan does not include hide price, so the setting stays on No, don't hide prices and the checkbox never appears.

See Require login to show price.

A quote page is blank or shows raw code

This is a recovery step, not part of normal setup. Your two storefront quote pages already carry the app's content block, and you should never need to add it by hand. Only use the steps below if the block has been deleted from a page — typically after someone edited or re-created it in Shopify.

The two pages are:

Page	Path	What it shows
Request for quote	/pages/request-for-quote	The quote form and the customer's quote cart.
Quote history	/pages/quotes-history	A logged-in customer's past quotes.

There are two symptoms, and they are the same fault seen from either side:

• The page is blank. The app's content block has been removed from the page — usually because someone edited or re-created the page in Shopify and the block went with it.

• The page prints {rfq_content} or {rfq_history} as visible text. The page content still holds the old placeholder token. The token is not code the storefront runs; it has to be replaced by the app's block, so pasting the block in and leaving the token behind leaves the token printing on the page.

A working Request for quote page looks like this — if yours is empty, or shows a line of code as text, the block is missing.

What the Request for quote page should look like on your storefront.

Putting the block back

1

Open the page in Shopify

In your Shopify admin go to Online Store > Pages, then open the affected page.

2

Switch to the HTML view

Click the <> icon in the page editor toolbar to show the HTML viewer.

The <> button shows the HTML behind the page.

Check the block survived your edit.

3

Replace the token, or paste the block back in

Each page needs one line, and only one. If you can see the old token in the HTML viewer, delete it and put the matching block where it was. If the page content is empty, paste the block in on its own.

Page	Delete this token	Put this in its place
Request for quote	{rfq_content}	<div class="rfq_form_page"></div>
Quote history	{rfq_history}	<div class="rfq_history_page"></div>

Copy from here — for the Request for quote page:

<div class="rfq_form_page"></div>

And for the Quote history page:

<div class="rfq_history_page"></div>

4

line, so the "replace, do not just add" step has a picture">

5

Screenshot needed. The Shopify page editor for Request for quote with the <> HTML viewer open, showing a leftover {rfq_content} token above the

6

line, so the "replace, do not just add" step has a picture.

Save

Click Save, then reload the page on your storefront.

Leaving the token in place is the whole reason a page prints {rfq_content} or {rfq_history} to your customers. Delete it — do not just add the <div> underneath it.

Paste it in the HTML viewer, not the rich text editor. Typed into the rich text editor it is saved as visible text, which is why some pages show the code instead of the quote form.

See Request a Quote page.

Products aren't loading into the quote form

Older instructions asked merchants to add a search file to the theme by hand: Online Store > Themes > More actions > Edit code > Add a new template, template type search, format liquid, file name rfq — then paste a long block of Liquid into it.

You should not need to do that now. The app installs that template — templates/search.rfq.liquid — with the rest of its theme files, and when the template isn't in the theme the storefront falls back to the app's own product lookup instead.

So if the quote form or quote cart isn't finding your products:

• Check the app embed first. It is at the top of this page, and without it nothing of the app runs on your storefront.

• Check you are looking at the published theme. A file added to one theme is not in another.

• Check whether the file is there before doing anything to it. In Online Store > Themes > More actions > Edit code, look under Templates for search.rfq.liquid.

• Don't paste an old copy in by hand. An out-of-date copy of that file is harder to diagnose than a missing one. If the file is absent and products still aren't loading, email [e-mail] with your store URL and theme name and let support put the current version in.

I'm not receiving quote notification emails

1

Check your spam folder

Automated notifications land in spam more often than you'd expect.

2

Allow the sender address

Quote notifications are sent from [e-mail]. If your mail server filters unknown senders, add that address to your allowed senders.

3

Check the notification is switched on

Go to Advanced settings > Email notifications and check Mail notifications — "Automatically send an email notification to the store owner when a quote is submitted." If it's off, nothing is sent to you at all.

Mail notifications controls the email that comes to you.

4

Check the address is one you monitor

Open the Mail notifications editor and check Admin email. Its help text reads: "You can add multiple email addresses, separated by commas. A maximum of 5 addresses is allowed." See Change notification recipients.

5

Still nothing — contact support

Email [e-mail] with your store URL and the exact address you tested — the admin one, the customer one, or both. Support can read the mail log for your store and tell you what happened to that message.

Customers say they didn't get their email

Everything above applies, plus:

• Check the customer email is turned on. The customer-facing email is Auto response email — "Automatically send an email notification to customers after they submit a quote." If it's off, only you are notified. See Emails sent to customers.

• Check the address on the quote. Open the quote from Quote list and confirm the address the customer typed is valid.

• Consider sending from your own domain. Messages from your own address are less likely to be filtered than ones from a shared sender. Nine providers are available in the SMTP section — see Send from your own address (SMTP).

My quote PDF has a watermark

That's expected until your store is verified. The Quote PDF template screen carries this notice: "Remove the watermark from your PDF. Please contact us to verify your store and receive this service for free."

Quote PDF template, where the watermark notice appears.

While you're there: if something is missing from the PDF, it's usually a toggle that's off. Quote info, Quote products and Other information each hold a list of them.

See Customize the quote PDF.

Convert to Order isn't on my quote

Convert a quote to an order is listed as a PRO feature, so on a lower plan the action isn't available to you.

On a quote that does have it, Convert to Order sits at the top of the page alongside More actions. If you can see More actions but not Convert to Order, check your plan on Pricing plans.

Both top actions on a quote: Convert to Order and More actions.

See Convert to a draft order and Plan comparison.

A language is missing from Translations

The Translations tab doesn't have its own list of languages to add. As the tab's own footnote puts it: "To add or remove a language, go to Settings → Languages in your Shopify admin. This list mirrors the languages published there."

So publish the language in Shopify first, then come back — it appears in the Language / Status / Actions table, with Translate in the Actions column. The default row is English, marked Default and Source.

The language list mirrors Settings → Languages in your Shopify admin.

See Translate storefront text.

An integration isn't receiving my quotes

Every provider has its own page under Advanced settings > Integrations, and they don't all take the same settings.

A list-based provider: Enable, API key, a list selector and Merge fields.

• Check it's enabled. Open the provider's page and check the Enable control — a saved API key on its own isn't enough.

• Check the list is selected. On a list-based provider such as Mailchimp, Select a Mailchimp list to integrate has to be set. Left on "Please select a Mailchimp list", nothing has anywhere to go.

• Check your key. Saved keys are stored masked, so the field shows a placeholder rather than the key you pasted. If you're unsure it's right, paste a fresh one and save. Mailchimp's field has a Find or generate your API key link.

• Zapier is different. Its page has no API key and no list — just a single Zapier Webhook URL field and Save. Copy the URL from your Zap and paste it in.

• Shopify is different too. Switch it on and it maps three fields — Email, First name and Last name — and each one can take no value, a value read from the quote form, or a fixed value you type. Leave them unmapped and the customer record arrives without a name.

• Check your plan. Klaviyo, Mailchimp and Shopify are on the FREE plan; the rest are listed under PRO.

See Integrations overview.

Nothing here matches

Email [e-mail]. Sending your store URL, the page you're looking at, and a screenshot usually gets you a useful answer fastest — see Contact support.

Next steps

• FAQ — quick answers to common questions

• Contact support — what's worth including when you write

• How it works — understand the quote flow end to end