Troubleshooting¶
Common issues and how to resolve them. If none of these help, contact support.
Widget not appearing¶
| Likely cause | Fix |
|---|---|
| App embed is off | Verify theGlance app embed is enabled in the theme editor (see Enable Glance on your store) and the theme is saved |
| Page type disabled | Check the page is enabled under the chatvisibility settings (Step 2: Customize chat for your store) |
| Rollout excludes you | Confirm yourrollout percentage includes test users — try setting it to 100% temporarily |
| Cached page | Clear your browser cache and reload, or try in an incognito/private window |
Changes not saving or not showing¶
- Click Save in the theme editor — changes don't apply until you do
- If you're using a draft theme, make sure you publish it
- Clear your browser cache, then reload
Preview looks different from live¶
- Make sure you're previewing the correct mode (mobile vs. desktop) — use the device icons at the top of the theme editor
- Switch between modes to confirm the widget appears on both
Pixel status isn't "Connected"¶
- Make sure the Glance app embed is enabled and saved in your theme editor (see Enable Glance on your store) — the Pixel connects as part of your Glance setup
- Refresh the Glance home page and check the pixel status again
- Still stuck? See the Pixel Integration guide or contact support