Troubleshooting
Why a drawer might not appear, and the other things that surprise people.
My drawer isn’t showing
Work down this list in order. The first four cover almost every case.
1. Is the app embed on in your published theme? Online Store → Themes → Customize → App embeds → PromoDrawer. It has to be on in the theme that’s published, not a copy you’ve been editing. The app’s Overview page shows whether it’s on.
2. Is the drawer turned on? Each drawer has its own switch, and new drawers start turned off.
3. Does it have at least one card that’s on and finished? A drawer with no cards showing doesn’t appear at all, not even as a button. A card that’s missing something it needs says so in its editor under “Still needed to show this card”.
4. Was it paused by a plan change? After a move to a smaller plan, drawers and cards over the limit are turned off, never deleted. A banner on the Drawers page says what was paused. See Plans and billing.
5. Does its targeting include the page you’re on? A drawer for product pages won’t appear on your home page. Check page types, URLs, the Except list, and the device you’re testing on: under 750 pixels wide counts as mobile, so a narrow desktop window does too.
6. Is it inside its schedule? Schedules use your store’s time zone, not your own if you’re traveling, and not the shopper’s.
7. Is another drawer winning? Only one drawer shows per page: the highest in your Drawers list that fits. And only the first six drawers that fit the page are considered at all, before device and schedule are checked, so a drawer seventh in the list may never get a turn. Move it up.
8. Did you hide it yourself? If you’ve turned on Let shoppers hide the button and tapped its X while testing, that drawer stays hidden in your browser for 30 days. Try a private window or another browser.
If you’re looking at the page source
Two different “not showing” states tell you where to look:
- No
<promo-drawer>element at all, and no script or stylesheet from the app: no drawer fit the page and its URL. Check targeting. - The element is there but empty: drawers reached the browser and none passed the device or schedule check. Check those two.
The second is normal: your pages are cached, and a cached page can’t know the screen it will be shown on.
My image isn’t showing
Images have to be hosted by Shopify. Anything you picked or uploaded in the app is. If a card shows without its image, upload the file to your Shopify Files and pick it again.
My product card disappeared
Product and collection cards read your store live as the page is built. A product that’s been deleted, isn’t published to your online store, or is sold out with hide when sold out on is skipped rather than shown broken.
One more cause looks the same and nobody guesses it: live product details are read for the first two drawers with product or collection cards, and for at most 12 products per page, because that allowance is shared with your theme. If the card vanished from a drawer low in your list, move the drawer up.
Renaming a product’s handle is safe; the card follows it.
The sale badge or compare-at price isn’t showing
They only show when the product has a real markdown: a compare-at price above its current price. The app won’t show a saving that isn’t real.
“Apply” on my discount code doesn’t take
The code has to exist in Shopify Discounts and be active. The app shows and applies the code you typed; it doesn’t create or check codes.
My countdown shows the wrong time
Countdowns and schedules use your store’s time zone unless you set the countdown to the shopper’s. If your store is set to New York and you’re in Berlin, “Friday 9 AM” ends at 9 AM in New York. Your store’s time zone is in Shopify’s Settings → General.
The drawer is on top of my chat widget
Or behind it. Both sit in the same corner, so one has to give.
Design → Position has the fix: move the button to another spot, or change Layering so the drawer sits below or above chat widgets. Both are on every plan.
It looks different on my storefront than in the preview
The preview beside the editor is phone width, so on a desktop your drawer uses its desktop layout instead. Open Full preview to see phone, tablet and desktop at their real sizes.
Your theme’s own CSS can also nudge the page around the drawer, but never the drawer itself.
Nothing here fixed it
Email contact@promodrawer.com with your store’s
.myshopify.com address and the page you’re looking at. That’s enough to reproduce most things.