Troubleshooting

What this section does

Use this guide when a look remains a draft, the storefront block is empty, a product is missing, or the design does not match the preview.

The look remains a Draft

Check these items in order:

1. Add a title in Look settings.
2. Choose a featured image.
3. Open Products and place a hotspot for every row.
4. Correct any invalid sale price.
5. Select Update look.

Update look is disabled

This usually means there are no unsaved changes. If you expected a change:

1. Confirm that the field value actually changed.
2. Leave the field so the edit is applied.
3. Check that Update look becomes available.

A product or variant is missing

1. Confirm the product and variant are active and available in Shopify.
2. Reopen the product selector.
3. Search using the product title.
4. Select the product again and review its variant.
5. Save the look.

A discount code is missing

1. Confirm the code is active in Shopify.
2. Open the product row.
3. Reopen the discount selector.
4. Search using the code or discount title.

A hotspot is in the wrong place

1. Open the matching product row.
2. Select Drop pin so the correct row is active.
3. Drag the pin in the preview.
4. Use the directional controls for smaller changes.
5. Check the full-screen and mobile previews.

The storefront block is empty

1. Confirm the look has been saved with Update look.
2. Copy the Look ID exactly as shown in All looks.
3. Open Online Store -> Themes -> Customize.
4. Select the Get the Look block and correct its Look ID.
5. Save the theme and refresh the storefront preview.

The storefront does not match the app preview

1. Confirm the same Look ID is open in the app and selected in the block.
2. Save the latest look changes.
3. Check which global style is active.
4. Review the block in the same theme and page template that shoppers use.
5. Refresh the preview after saving.

Add to cart does not behave as expected

1. Confirm each product row uses an available variant.
2. Confirm the products can be added individually from their product pages.
3. Review active discount requirements and exclusions.
4. Test the block in the current published theme.
5. Try again without an optional discount to isolate the issue.

Tips

• Save one change at a time while diagnosing an issue.
• Test in a duplicate theme when the live storefront is busy.
• Record the look name, Look ID, affected product, and exact action before contacting support.
• Never send passwords, private access details, or customer information in a support message.

FAQs

Can I restore a deleted look?

There is no restore action in All looks. Recreate the look or use a duplicate made before deletion.

Why did changing the Look ID break an existing block?

The block uses that ID to find the saved look. Change the block to the new ID or restore the original ID in the app.

Why does a mobile preview feel crowded?

Reduce copy, reposition nearby hotspots, or choose a layout that gives the product list more room.

Related guides

• Getting Started
• Products and Hotspots
• Publish to Your Store

Need help?

If you still need help, contact support via the Contact page.