Troubleshooting

When a Smootify element shows nothing or does not react, the cause is usually one of a few: a setting in Shopify, the plan, or a detail of the markup. This page lists the common ones by area. Each line says what you see, why, and which page fixes it.

Start with the debugger

On your .webflow.io address, press Alt+⇧ Shift+D (⌥ Option+⇧ Shift+D on a Mac), or add ?smootify-debug to the address on a phone. The Elements tab says which elements are “not found” (Shopify did not return the product) or “not running” (their add-on is not active). The Checks tab lists the markup and settings 2.0 does not read. See The debugger.

Smootify does not start

• A banner says “Project not Connected”. The Webflow site is not connected in the Smootify dashboard, or it is a copy of the connected site. See Connect the Webflow project.
• A banner asks for an active plan on your custom domain. The project has no paid plan, or the domain is missing from the project settings. See Connect the Webflow project.
• Every stock and sale message shows at once. Smootify’s stylesheet is missing: add data-css="true" to the loader. See Install Smootify 2.0.
• An option does nothing. The options script comes after the loader, or a second options script replaces it. See Install Smootify 2.0.
• A change made in the Smootify dashboard does not show. Publish the site again, then reload the page twice. See Install Smootify 2.0.

Products and the CMS

• Products are missing after the sync. They are not published to the sales channel of your Headless storefront, or not available in your markets. See Set up the Shopify store.
• Nothing is imported at all. Webflow’s default locale is not set. See CMS collections and sync.
• The sync reports a conflict. The site is published to its .webflow.io address and its custom domain at different times. See CMS collections and sync.
• A product block stays empty. Shopify did not return the product: it is not published to the channel, or not sold in the visitor’s market. See Build the product page.
• Every card shows the same product. data-id holds a fixed id. Bind it to the Shopify ID field. See Product cards.
• Links in the cart or the search results open a 404 page. The URL of a template page is not the one Smootify expects: set productsBase, collectionsBase or vendorsBase. See CMS collections and sync.
• A metafield stays empty. Its definition in Shopify needs Storefront access, or its namespace is not custom. See Metafields on the page.
• Customers get no order confirmation email. The project still uses the test token the Smootify app created. See Set up the Shopify store.

Product page

• A picker disappears. The product does not have that option, or the picker is inside an element hidden by Webflow’s conditional visibility, which removes it. See Build the product page.
• Attributes on a swatch do nothing. They are on the second button: only the first one is the template. See Build the product page.
• The swatches of a Color option have no colour. The option was linked to the Color metafield after it was created. See Swatch colours and images.
• Videos are missing from the gallery. Add include-media to the product="gallery" element. See Product gallery and media.
• The gallery does not move. gallery="slider" works only on a Webflow Slider. See Product gallery and media.
• Buy now or an add button does nothing. It is a Webflow Button, which publishes a link. Use a Custom element with the tag button. See Build the product page.

Lists, search and filters

• Only 3 products show. That is the default of a product list. Add limit. See Product lists without the CMS.
• Related or complementary products disappear. data-parent-id is empty. Complementary products also need to be set in Shopify’s Search & Discovery app. See Product lists without the CMS.
• Search & discovery shows nothing. It needs a smootify-product card inside, and on the live domain the Search & discovery add-on. See Filters, sorting and pagination.
• Every card shows the same name or image. Inside search & discovery, text bound only to a CMS field is copied from the first card. Add product="title" and the other attributes. See Filters, sorting and pagination.
• A filter never shows. Its label is not written exactly as in Shopify’s Search & Discovery app, or no listed product has a value for it. See Filters, sorting and pagination.
• Typing in the search does nothing. The Text field’s Name setting is not query. See Predictive search.

Cart

• The count stays at 0. cart="count" is outside smootify-cart. See Navbar: cart, search and account.
• Only one line shows, or lines you designed disappear. Only the first cart-item is the template. See Build the cart.
• A close or remove button goes to checkout. It is inside the cart’s Form without type="button". See Build the cart.
• The mini cart does not open after an add. data-open is missing, or the page has another smootify-cart with no Dropdown and no popover. See Build the cart.
• The crossed-out total is missing. It shows only when it is above the total: nothing in the cart is on sale or discounted. See Build the cart.
• A discount code seems ignored. Shopify did not apply it to this cart, and the cart lists only the codes that apply. See Discounts, notes and progress bars.

Accounts

• The login and register forms disappear. They are the forms of the classic accounts, which Shopify has deprecated: 2.0 removes them. See Customer accounts.
• Log in does nothing, or the account elements stay empty. The store does not use the new customer accounts, or newCustomerAccountsPublicKey is not set. See Customer accounts.

Add-ons and plans

• It works on .webflow.io but not on your domain. The add-on is not in your plan, or not turned on in the Smootify dashboard. On .webflow.io, most add-ons run without it. See Connect the Webflow project.
• A server add-on works on .webflow.io but not on the live site. The domain in the project settings differs from the site’s address, often by www. See Connect the Webflow project.
• A server add-on does nothing on .webflow.io. During a trial, server add-ons run only on the licensed domain. See Connect the Webflow project.
• Products go into the cart one at a time instead of into a box. Magic Box is not turned on in the Smootify dashboard. It must be on also on .webflow.io. See Magic Box.
• No dynamic property shows. The add-on is not turned on, or the metafield or the metaobject definition has no Storefront access. See Dynamic properties.
• The product goes in at its normal price, with no error. The name-your-price element has no Number Text field inside, so it removed itself. See Name your price.

Markets, consent and analytics

• The country switcher is empty. The store has only its primary market. Set up the markets in Shopify first. See Markets, currencies and languages.
• Analytics shows no visits from Europe. Analytics ids are set but the page has no smootify-consent, so those visitors never give consent. See Analytics and pixels.
• The cookie preferences button disappears. The page has no smootify-consent: put the banner in a component present on every page. See Cookie consent.
• A pixel tracks before consent. A second copy of it is on the page, from a Webflow integration or custom code. Remove it. See Analytics and pixels.

Popovers

• The trigger adds to cart or sends the form. It is inside a form without type="button". See Popovers.
• A close button became a value, or disappeared. It is the first button in the popover, so it became the template. See Popovers.

Your scripts and apps

• window.Smootify is undefined in a script. The script ran before Smootify loaded. See Run your scripts with Smootify.
• An app gets a 404 for /cart.js. Its snippet ran before Smootify. Change its script type to smootify-load. See Shopify AJAX API.
• An app calls /apps/… and fails. Those paths need Shopify’s online store, and a Webflow site cannot answer them. See Shopify apps on a Webflow site.

After a move from 1.x

• Nothing shimmers while the page loads. 2.0 has no automatic placeholders: add skeleton where you want one.
• Variant values keep their placeholder text. The attribute is still variation: rename it to variant.
• Interactions no longer play again after a product loads. 2.0 restarts them only when the page changed.

The full list is in What changes for your site, and the steps in Move a site from 1.x.

Limits

Some things a Smootify store cannot change:

Small stores without the CMS. A store with one or a few products can skip the CMS sync: give each smootify-product the product’s ID as a fixed value, such as data-id="1234567890", the number at the end of the product’s address in the Shopify admin.

Get help

When the debugger and this page do not solve it, ask on the Smootify Discord, where the team and other builders answer. Projects with a paid plan also get premium support: open a ticket from the chat in the bottom-right corner of the Smootify dashboard. See Contact. Say what you expected, what happens instead, and the .webflow.io address of the page.

Where people get stuck

Most reports come down to one of these.