When something isn't working

Find what you’re seeing below and work through the checks in the order given. They’re sorted from most to least common, so stop as soon as one fails — that’s your answer.

I can’t see the button on the product page

The most common case, and it’s almost always one of the five conditions that all have to be true at once.

1. Is the Setup guide at 6/6? Open it on the app’s home screen. If any step is outstanding, there’s your answer — do that step and come back.

2. Is the form Active and Synced? Form settings. You need both. Active but Not synced means your changes haven’t reached the store yet: hit Sync now and wait for the green badge.

3. Is this product assigned to the form? The form’s Products tab. A perfect form that isn’t assigned shows up nowhere. If you assigned it by collection, check the product really is in that collection.

4. Is the block on the template this product uses? This is the one that catches people out. If you have several product templates, the block has to be added to each one. Check the product’s right sidebar, under Theme template, to see which it uses — then make sure the block is on that one.

5. Are you looking at the published theme? Theme settings aren’t shared between themes. If you added the block to a draft, it isn’t on the live one.

I see two identical buttons

The block got added twice. It happens easily: the link in the Setup guide already drops the block in for you, so adding another by hand leaves two.

In the theme editor, on the product template, delete the spare and save.

The button shows but clicking does nothing

Almost always the embed is switched off. A block draws the button, but the embed loads the form itself: without it you get a button and no engine.

Go to the Setup guide and check the “Enable the app embed” step. If that’s green and it still won’t open, write to us with your theme name and version.

I pick a variant and the cart gets a different one

For example, you pick black and blue arrives.

The form reads the variant when it opens and again when adding to cart, so changing variant with the form open is safe.

If it still gets it wrong, your theme announces the variant in an unusual way. There’s a no-code fix: the block settings have a field to point it at the right place. Send us the product URL and we’ll tell you exactly what to put there.

I add to cart and the cart doesn’t notice

The item has been added — check by opening the cart — but the screen doesn’t update on its own.

Reload the page and look at the cart. If the item’s there, this is a display refresh issue, not a selling one.
In the embed settings, check “Keep the cart in sync” is on.
If your theme is unusual, the Advanced section of that same embed has fields to point it at your cart. Write to us before touching them — they’re normally unnecessary.

Treatments appear as separate cart lines

They should sit underneath the frame, indented, as part of the set.

When they show as independent lines, your theme renders the cart in a way the app doesn’t recognise. It doesn’t affect the sale: prices, the order and checkout are all correct — it just looks worse.

Write to us with your theme name. It’s usually a few lines of Custom CSS.

Customers can change the quantity of a treatment

That’s on purpose, not a fault. The app places treatment lines under the frame, but it does not hide their quantity stepper or remove button.

The reason: hiding a button never prevents the action — anyone can still change that line through the cart API — and that same row is used by other apps for warranties and shipping insurance; hiding their remove button would strand your customer with someone else’s charge.

What is always guaranteed: removing the frame removes its whole set, however your theme renders it.

If you want those lines to carry less visual weight, turn on Compact the add-on lines in the cart in the app embed. See Design & cart.

Prices in the form don’t match the product page

Are you looking at the same variant? Prices change per variant.
Do you have multiple countries or currencies live? Check from the same country as your customer.
If you run automatic discounts, remember many apply at checkout, not in the cart.

It’s showing in the wrong language

The whole form in another language: see Languages & text. The usual cause is text typed into a step’s boxes, which applies to every language.

Only the button: if you typed something into Button text, that exact text is used in every language. Leave it empty and it translates itself.

A form brought in from another store: importing adjusts it to your store’s language automatically. If a field had no translation, it stays in the original language — edit it with the language selector.

An orange notice says products are missing

“N referenced products no longer exist in your catalog”.

It means a treatment or accessory linked to an option has been deleted from Shopify.

If you really did delete them, click Remove deleted references.
If they look familiar and you think they still exist, don’t click anything — write to us. That button strips the add-ons from your options, and if the warning were wrong you’d lose that setup.

I changed something and the store looks the same

Saving does not publish. Hit Sync now on the form and wait for it to say Synced.

If it says Sync failed, try again. If it keeps failing, write to us with the form name.

When you write to support

The more of this you send, the faster we fix it:

URL of the product where it fails (and the store password if it’s protected)
Theme name and version
What you expected and what happened
A screenshot or short video
If you’re comfortable: turn on Debug mode in the embed settings, reproduce the problem, open your browser console (F12) and paste what appears

That last one speeds things up the most: it tells us exactly how far the app got before it failed.

support@getoptical.app