If you've installed Convi, finished the setup wizard, and your chat bubble still isn't showing up on your live storefront — this article walks you through every check, in the order that resolves the most cases fastest.
In this article
The three storefront conditions
Use the Storefront status card
Condition 1 — Paid plan
Condition 2 — Bubble widget active
Condition 3 — App embed on
Testing in the right window
Theme caching and CDN
Still not appearing
Contacting support
The three storefront conditions
For the chat widget to render on your live storefront, three conditions must all be true:
Paid plan active — the Free plan is admin-only.
Bubble widget activated in Convi (Publish → Widgets).
Convi's app embed enabled in your Shopify theme.
If any one is missing, the widget will not appear. Diagnosing is just a matter of finding which one is off.
Use the Storefront status card
Open Home. The Storefront status card is the fastest diagnostic — "Three conditions for shoppers to see Convi." For each condition you'll see a label, a status line, and (if it's not passing) a one-click action button.
Badge: Live on store → all three conditions are met. The widget should be visible. Go to Testing in the right window below.
Badge: Not live yet → at least one condition isn't met. Each failing row has an action button — click it to fix that specific condition.
At the bottom of the card you can click Re-check status (force a fresh check) and Visit live site (open the storefront in a new tab).
Condition 1 — Paid plan
If you see "Free plan — upgrade to publish live":
The Free plan does not render the widget on the storefront. From the Pricing FAQ: "The only restriction is that the live widget won't appear on your storefront. To go live, upgrade to any Starter plan."
Click Pick plan to go to Settings → Plan, choose a paid plan, and confirm in Shopify's billing flow.
When the plan flips to paid, the row updates to "Paid plan active" automatically.
Condition 2 — Bubble widget active
If you see "Bubble widget is not activated yet":
Click Go to publish (or open Publish → Widgets manually).
On the Bubble widget chatbot card, turn on the widget toggle.
If the toggle is greyed out, your plan doesn't include widget customization — see Condition 1 above and the pricing screen for what your plan covers.
Condition 3 — App embed on
This is the most common cause of "I upgraded but the widget still isn't there."
If you see "Convi's block is off in your Shopify theme — shoppers can't see the widget":
Click Activate in theme — this deep-links you into the Shopify theme editor with the Convi app embed pre-selected.
In the theme editor's left panel under App embeds, find Convi — Chat Widget and toggle it on.
Click Save in the top-right corner of the theme editor.
Back in Convi, click Re-check status on the Storefront status card. The row should flip to "Convi's block is on in your Shopify theme."
ℹ️ Note: Convi uses Shopify's app embed (Theme App Extension), not a <script> tag and not a theme app block. You'll never paste code into a Liquid file.
Testing in the right window
If all three conditions are green but you still don't see the bubble:
Open your storefront in a private / incognito window, not in the same tab as your admin. Browser caches and Shopify admin previews sometimes show or hide the widget differently from a logged-out shopper.
Don't test the Shopify preview. The widget runs on the live theme, not on Shopify's "preview theme" surface. If you're customizing a non-published theme, publish it first or activate the app embed on both.
Theme caching and CDN
If the storefront status looks correct but the widget still doesn't render:
Hard-refresh the page (
Cmd+Shift+R/Ctrl+Shift+R). Shopify themes are aggressively cached.Wait 1–2 minutes after toggling the app embed. Shopify's theme CDN can take a moment to propagate.
Try a different browser to rule out a browser extension blocking the script.
Still not appearing
If you've verified all three conditions, hard-refreshed in a private window, and waited a couple of minutes, it's worth a deeper check:
The theme is using an old version of Online Store. Convi requires Online Store 2.0 themes (every theme released in the last few years qualifies). If you're on a heavily customized OS 1.0 theme, contact support before upgrading.
An ad blocker or privacy extension is blocking the widget. Test in incognito with extensions disabled.
Conflicting custom JavaScript on the theme. Rare, but a Liquid template that injects its own listeners on the
convi-widgetelement can break it.
Contacting support
If you've worked through the list and the widget still isn't appearing, contact us with:
A link to the storefront where it should appear (and the password if you have one).
Your Convi shop domain.
A screenshot of the Storefront status card on Home.
See Contacting Convi Support for how to reach us.