Troubleshooting
Common problems and how to fix them. Go through the checks from the top.
Your store's search hasn't changed
- In the theme editor, check that "Search Results Page" is in the search template, and that you saved it
- On the app's home page, under "Storefront setup", check that "Search results page" shows "On". If it shows "Not set up", add it with "Set up"
- On the Free plan, if you have more than 50 products, your store keeps Shopify's standard search (Plans and the free period)
Search results show up twice
Your theme's own "Search results" section is still there. In the theme editor, hide that section with its eye icon.
A product doesn't appear in search
- Check that the product is "Active" and published to the "Online Store" sales channel. Draft, unpublished and archived products don't appear
- Changes are picked up within seconds of adding or editing a product. If it still doesn't appear after a while, click "Sync all products" on the home page
- Check that none of the product's tags are in "Excluded tags" on the "Search" tab of Settings
For details, see Indexing and sync.
Header search doesn't appear
- Header search is available on Basic and up
- In "App embeds" in the theme editor, check that "Header Search (embed)" is on and saved
- It may not appear with some themes. If so, add the "Header Search" block to your header section
Reviews don't show, or customers can't write them
- Check that the "Product Reviews" block is in your product page template
- Customers need to sign in to write a review. With "Verified buyers only (recommended)", only customers who bought that product can write one
- If customers who bought see "We couldn't verify your purchase of this product.", click "Allow reading customer information" in the review settings, then click "Refresh purchase history"
- New reviews aren't published until you approve them. Publish them on the "Reviews" tab
The QR code shows "Nothing to review yet"
- Requests are for shipped orders. Nothing shows before an order ships
- Check that the customer is signed in to your store. Once signed in, they go to the review page for their most recent order
- If every product in that order has already been reviewed, a thank-you page shows
The side tab doesn't appear
- In "App embeds" in the theme editor, check that "Reviews tab (screen edge)" is on
- The tab doesn't show until you choose a page in its "Page to open" setting
- If it doesn't show on phones, check "Show on phones" on the Design page
You imported reviews, but your theme shows no stars
- Under "Stars and search" on the "Settings" tab of "Reviews", check that "Export product ratings" is on. The first time, click "Allow and export"
- If the stars disappeared when you removed the old app, Marutto Search writes them again by the next day
- For rows that weren't imported, the reasons show in "Moving and data" (6. Switch from another review app)
You changed the design, but nothing changed
- Check that you saved with the save bar on the Design page
- Reload your store's page
- Colors and spacing are changed in the block settings in the theme editor, not on the Design page (7. Adjust how it looks)
"Search-to-purchase tracking" shows "Action needed"
Run one search on your store and open a product from the results. If it still doesn't change, click "Reconnect tracking" on the "General" tab of Settings.
If you still need help
Contact us in one of these ways. Your store's URL and a screenshot of the screen you're stuck on help us answer faster.