Troubleshooting — when the popup doesn't appear or a code doesn't work

Most problems come down to a handful of causes. Work through the points in order; the most common one is always at the top.

The popup doesn't appear#

1. Is the app embed switched on in your theme? Without the PopUplift app embed, no popup ever appears in your shop. To check: Online Store → Themes → Customize → App embeds → switch PopUplift on → Save. The embed only applies to the theme you switch it on in — check again after changing themes.

When you publish, PopUplift warns Your theme is not running the popup yet if it has never seen the embed in your shop. The signal is updated at most every five minutes and only arrives once a shop page has loaded: right after switching it on, open your shop once in a new tab, then click I activated it — check again.

2. Is the popup published and its campaign active? The popup list shows the status. A published popup with a Paused badge is shown to nobody — click Resume under More actions. Changes that only exist in the draft reach the shop after Publish changes.

3. Have you already seen it yourself? A popup you have completed or closed in this browser no longer appears there on its own. On top of that, each popup opens at most once per session, at most one popup appears per page view, and the frequency rules hold back further popups for a while. So always test in a new private window.

4. Does the trigger fit? A popup needs at least one Basic trigger group. Exit intent · Desktop only fires on desktop, when the mouse leaves the window; a group for “Mobile” only on mobile devices. With Time delay, wait for the configured seconds.

5. Does the targeting fit? Check the conditions in the Targeting area. Common pitfalls:

• Device: a window from 1024 px wide counts as desktop.
• Page: Page path is exactly needs the exact path, e.g. /products/ring — without the domain.
• Consent: conditions about earlier visits, source (UTM, referrer) and Returning visitor can only match with the visitor's consent. Someone who declines in the cookie banner never counts as returning, for example. More in Consent and DPA.

6. Is another popup winning? With several popups live, the one whose trigger fires first appears on each page view. If an A/B test is running, you may see variant B.

7. Has the Free limit been reached? Above 5,000 visitors a month, the Free plan pauses delivery; a banner in the app says so. See Billing and plans.

To double-check: the card on the popup's detail page shows whether a popup view has been measured yet (Published; waiting for a measured popup view). In the theme editor, PopUplift shows a preview of a published popup — that is only a preview and doesn't count as a view.

The theme embed#

• The embed is the master switch for all popups: turning it off stops every popup at once without deleting anything.
• In the theme editor, one published popup per page view appears immediately — without triggers, statistics or leads, and with a sample code. With several live, check a specific popup through Preview in the app. Closing it there locks nothing. If no popup is published yet, the editor shows a note in the bottom right that PopUplift is active.

A code does not work#

If Shopify says at checkout that the code is invalid or not applicable:

• Minimum order — Shopify checks it against the cart subtotal.
• Expired — the period runs from when the code was issued; with email delivery already from the signup in the popup, not from the confirmation.
• Product selection — if the reward only applies to certain products or collections, such an item has to be in the cart.
• Already used — without a custom usage limit, every unique code can be redeemed exactly once; with Can only be redeemed once per customer, also only once per customer.
• Combination — another discount in the cart that the code may not be combined with. The settings are in the reward under Advanced settings.
• Static code — the code must exist in Shopify exactly as entered and be active. PopUplift doesn't check for typos.

If the code isn't applied automatically: automatic application needs Apply the code automatically and doesn't work in every theme. The code then stays visible and can be entered by hand; “already applied” only appears when the shop confirmed it.

The popup can't be published#

• Privacy links are missing. If the notice text in the popup links to your privacy policy or terms, valid addresses for them must be set under Settings → Shop & legal.
• Email delivery without its requirements. It needs a reward, a Klaviyo connection and a list with double opt-in.
• Fixed code used twice (This discount code is already assigned to another popup). The same fixed code is already attached to another running popup — use a different code for one of them.
• The theme embed is missing (Your theme is not running the popup yet). This is only a warning: you can still publish, but without the embed nobody sees the popup (see above).

The code doesn't arrive by email#

With Send the code after email confirmation, Klaviyo sends the code from your own flow. Check there:

• Confirmed? The code is only released after the visitor has confirmed the double opt-in email.
• Is there a flow that sends the code — and is it live? A draft flow sends nothing. The Reward delivery flow card in the Opt-in step shows your flow on the list or on the event PopupLift Reward Released; Reward flow then shows Draft or None found. After publishing, PopUplift reminds you with Reward email: not verified to check your own flow.
• Is the code in the email? {{ person.popuplift_offer }} in a list-triggered flow, {{ event.code }} in a flow triggered by PopupLift Reward Released. Event variables stay empty in a list-triggered flow.
• Sender and domain set up and activated in Klaviyo? Without them Klaviyo sends nothing, often without an error message.

Details: The reward email.

Signups are missing in Klaviyo#

• Under Settings → Integrations → Klaviyo, check that the connection shows Connected and the right list is selected.
• With double opt-in, a contact only appears as a list member after confirming.
• Leads shows for every contact whether it was delivered to Klaviyo.

Revenue is missing from reports#

PopUplift only counts paid orders that contain a popup code. An order without a code, an order not yet paid, or a code that belongs to no popup doesn't appear. How exactly it counts: Reports and revenue.

Still stuck?#

Email support@popuplift.com — with the popup's name, the page where it should appear, and a screenshot of the message.