Troubleshooting: Widget Not Appearing
If the Convi chat widget is not appearing on your Shopify store, there are several common causes. This guide will walk you through the most frequent issues to help you get your widget online and engaging with customers.
Step 1: Verify Your App Embed is Active
The most common reason the widget disappears is that the Convi app embed is not activated in your Shopify theme. When you install Convi or switch themes, you must ensure the widget is enabled.
From your Shopify admin, go to Online Store → Themes.
Find your current theme and click the Customize button.
In the theme editor, click on App embeds in the left sidebar.
Find the Bubble widget chatbot in the list and make sure the toggle is switched on.
Click Save in the top-right corner.
⚠️ Important: If you change your Shopify theme, you will need to re-enable the Bubble widget chatbot app embed in the new theme's settings. |
Step 2: Check for Theme or App Conflicts
Sometimes, other apps or custom code in your theme can interfere with Convi's script. This is less common, but it's an important step to rule out conflicts.
You can diagnose this by temporarily disabling other recently installed apps to see if the widget reappears. If it does, you have identified a conflict. Please contact our support team with the name of the conflicting app, and we can help you investigate further.
💡 Tip: Before disabling apps, we recommend opening your store in an incognito browser window. This helps ensure you are not seeing a cached version of your site and that the issue is not related to browser extensions. |
Step 3: Ensure Your Store is Published and Accessible
The Convi widget will only appear on a live, publicly accessible Shopify store. If your store is password-protected or in a "coming soon" mode, the widget script will not run.
Check for a Password Page: Go to Online Store → Preferences and scroll down to the "Password protection" section to ensure it's disabled.
Still Not Working? Contact Support
If you have completed all the steps above and the widget is still not visible, our support team is here to help. Please reach out to us through the support channels available in your Convi panel, and we'll assist you with getting to the bottom of it.
Related Articles