Troubleshoot common issues with surveys not displaying correctly
Having trouble getting your survey to show up? This is the most common issue we hear about, and it's almost always fixable with a few quick checks.
My post-purchase survey isn't showing on the thank you page
This is typically caused by one of the following:
Checkout extensibility is not enabled. Shopify has been migrating stores to checkout extensibility. If your store has been migrated, you'll need to activate the Zigpoll checkout extension. See our installation guide:
The app block is not activated. Go to your Shopify theme editor and make sure the Zigpoll app block or app embed is toggled on.
A third-party checkout is interfering. If you use a custom or third-party checkout (e.g., ReCharge, Bold), it may bypass the standard Shopify thank you page where Zigpoll displays.
My survey isn't showing up on my site at all
Run through this checklist:
Is the survey live? Go to your Zigpoll dashboard, select the survey, and confirm the status is set to "Live."
Is the embed code installed? If you're not on Shopify, make sure the Zigpoll embed code is present on your site. Check your account's Embed Code tab for the snippet.
Check your delivery settings. Your survey may be set to display only on certain pages or after certain triggers. Review the delivery settings to make sure they match your expectations.
Check your targeting settings. You may have geo, device, or language targeting enabled that is filtering out your audience.
My survey looks different on my site than in the preview
This can happen when your site's CSS conflicts with the survey's styles. A few things to try:
Clear your browser cache and do a hard refresh.
Check your design settings in the survey editor and make sure your changes have been saved.
Disable browser extensions that may be injecting styles or blocking scripts.
My survey isn't showing on mobile
Make sure your delivery settings don't have "Desktop Only" selected. If you are using a popup or modal display type, it may behave differently on smaller screens. Test with your phone's browser directly rather than relying on browser emulation.
I updated my Shopify theme and now my survey is gone
After a theme update or theme switch, you may need to re-enable the Zigpoll app block or app embed in your new theme. Go to your Shopify theme editor and toggle it back on.
I've tried everything and my survey still isn't showing
If you've gone through all the steps above and your survey still isn't appearing, contact us and we'll help you debug it. Please include:
Your store URL
The name of the survey that isn't displaying
What page(s) you expect the survey to appear on
Any steps you've already tried
We're happy to take a look and get it working for you.
