Troubleshoot a widget that is not visible
Work through these checks when Gifty does not appear where you expect it on the storefront.
Check the selected theme
Open Gifty AI Storefront Setup and confirm that you selected the same theme customers are currently using. Previewing or configuring a different theme does not change the active storefront theme.
Check the app embed
The setup banner must show App embed active. If it shows App embed required:
- Select Install Widget.
- Enable the Gifty app embed in Shopify’s theme editor.
- Save the theme and return to Gifty.
Check setup and placement
Select Run setup or Run setup again and wait for verification to finish. Review each installation location:
- Install any available app block from its theme-editor link.
- For locations handled automatically, confirm that setup completed successfully.
- In the Widget page, confirm that Enable Gifty.AI on the storefront is on.
- In Widget profile, inspect Default and each custom profile to confirm that the matching storefront location is enabled.
Check profile matching and priority
If several profiles enable the same location, the newest matching custom profile takes priority. Earlier custom profiles are checked next, and Default is the fallback. Confirm that the profile you expect is the highest-priority matching profile.
For product locations, also check the selected profile’s product rules and test with a product ID or Shopify product tag that matches the rule. For line-item locations, use a selected product rule because Shopify’s cart data does not include product tags. Product rules do not determine whether cart or drawer profiles apply; those locations use their enabled surface setting.
Test the storefront
Save the complete widget configuration, open the selected theme, and test with a product in the relevant product, cart, line-item, or supported drawer location. Test both matching and non-matching products when you use product rules. Refresh the storefront after saving theme or widget changes.
If the widget is still missing, open Support in Gifty. Include the affected page, what you expected, what happened, and the approximate time with your timezone. Do not send customer addresses or payment information.