Troubleshooting
Most questions we get have one of these answers. Check here before you write to us; if your problem is not listed, tell us the page it happens on and what you expected instead.
A section does not show a background colour
Section titled “A section does not show a background colour”Instant uses colour schemes, not a colour per section. Change the section’s Color scheme, or edit that scheme under Theme settings → Colors. Banner sections call it Text and button colors because the picture is their background.
The header does not sit over my banner
Section titled “The header does not sit over my banner”A transparent header takes two switches: Transparent header in the header section, and Let the header overlap in the banner section at the top of the page. Both must be on, and the banner must be the first section on the page.
Filters are missing on the collection page
Section titled “Filters are missing on the collection page”Filters are set up in Shopify Search & Discovery app, not in the theme. Open the app, add the filters you want, then check Enable filters in the Collection section.
Cart suggestions are empty
Section titled “Cart suggestions are empty”The cart shows Shopify’s complementary and related products. Set them up in the Shopify Search & Discovery app under Recommendations. Until then, choose a Backup collection in the cart drawer section so there is always something to show.
The discount field or order note is not in the cart
Section titled “The discount field or order note is not in the cart”Each has two switches: the permission under Theme settings → Cart (Allow discounts in cart, Allow note to seller), and the placement in the cart drawer section or as a block on the cart page.
A video banner does not play
Section titled “A video banner does not play”- Check the theme’s Animations switch under Theme settings. Off means videos do not start by themselves; the pause button offers play instead.
- Phones in low-power mode do not start videos on their own. The shopper can tap the play control.
- For a YouTube or Vimeo link, make sure the video is public and embedding is allowed on the video’s own settings.
Product cards look different from what I set on a section
Section titled “Product cards look different from what I set on a section”Cards are set once for the whole store under Theme settings → Product cards. Sections only choose how many cards and in what layout.
Labels are not showing on products
Section titled “Labels are not showing on products”Turn them on under Theme settings → Product labels, and check Show product labels under Product cards. A sale label needs a compare-at price higher than the price on the product itself.
Nothing moves or animates
Section titled “Nothing moves or animates”Go to Theme settings → Animations and turn on Show animations. If Follow the device’s reduce-motion setting is enabled, shoppers who request reduced motion on their phone or computer will still see a simplified, low-motion experience.
The delivery line says the wrong thing
Section titled “The delivery line says the wrong thing”The wording is under Theme settings → Shipping and delivery. A product with its own delivery metafield uses that instead of the default.
Something else
Section titled “Something else”Write to us with the page address, a screenshot, and the browser you saw it in. We answer within one working day.