Why Is My Survey Not Showing?

Common reasons your Zigpoll survey may not be appearing and how to fix them

If your Zigpoll survey isn't appearing on your site, don't worry — this is the most common issue we hear about, and it's usually a quick fix. Below are the most frequent causes and how to resolve them.

Check That Your Survey Is Live

The most common reason a survey doesn't appear is that it hasn't been set to "Live" yet. Open your Zigpoll dashboard, select the survey, and confirm it is toggled on and set to Live.

Verify Your Embed Code Is Installed

If you're not on Shopify, make sure the Zigpoll embed code snippet is present on every page where you want surveys to appear. You can find your embed code under your account's Embed Code tab.

Embed Code

If you recently changed platforms or updated your site, the embed code may have been removed. Re-add it to your site's <head> tag and verify the survey loads.

Shopify: Activate the Zigpoll App Block

If you're on Shopify, the Zigpoll app block or app embed must be enabled in your theme. Go to your Shopify theme editor, find the Zigpoll block, and make sure it's toggled on.

Activating Zigpoll on Shopify 2.0

If you recently switched or updated your Shopify theme, you may need to re-enable the Zigpoll app block in the new theme.

Shopify Checkout Extensions (Post-Purchase Surveys)

Shopify has been migrating all stores to the new Checkout Extensibility platform. If your post-purchase survey isn't showing on the thank you page or order status page, you likely need to install the Zigpoll checkout extension.

How to Install the Zigpoll Checkout Extension

Make sure the Zigpoll app is installed via the Shopify App Store.
In your Shopify admin, go to Settings → Checkout → Customize.
In the checkout editor, select the Thank You page from the page dropdown.
Click Add App Block and select Zigpoll.
Drag the block to the position where you want the survey to appear.
Press Save.
Repeat steps 3–6 for the Order Status page.

Activating Zigpoll on Shopify Checkout Extensions

If you previously used the legacy post-purchase integration (checkout.liquid or the older Additional Scripts method), those methods are being phased out by Shopify. You must switch to the checkout extension for surveys to continue appearing.

Common Checkout Extension Issues

The block is installed but the survey doesn't appear. Make sure the survey is set to Live and that its delivery settings target the thank you or order status page.
You see a blank space where the survey should be. Try removing and re-adding the app block. Also confirm the survey has at least one slide.
A third-party checkout is overriding the page. Custom checkout solutions (e.g., ReCharge, Bold) may bypass the standard Shopify thank you page. Contact the third-party provider to check compatibility.

Review Your Delivery and Targeting Settings

Your survey may be configured to display only under specific conditions. Check the following:

Delivery settings — Your survey may be limited to certain pages, URLs, or triggers (e.g., exit intent, time delay). Make sure the conditions match the page you're testing on.
Targeting settings — Geographic, device, or language targeting may be filtering out your audience. Temporarily disable targeting to test.
Display frequency — If set to "once per visitor," the survey won't reappear after you've already seen it. Try testing in an incognito/private browser window.

Delivery Settings Targeting Settings

The Survey Stopped Showing After It Was Working

If your survey was displaying previously but has stopped:

Check if the embed code is still on your site. A site update, theme change, or deployment may have removed it.
Verify the survey is still set to Live. It may have been paused or archived.
Look for JavaScript errors. Open your browser's developer console (F12) and check for errors that may be preventing the Zigpoll script from loading.
Check for conflicting scripts. Ad blockers, cookie consent tools, or other scripts may be blocking Zigpoll from loading.
Re-add the Zigpoll app block on checkout pages. If you're on Shopify, go to Settings → Checkout → Customize, select the Thank You page, remove the Zigpoll app block, then add it back and save. Repeat for the Order Status page.

The Survey Has No Slides

A survey must have at least one slide (question) to display. If you see a health warning about missing slides, go to your survey editor and add at least one slide.

Still Not Working?

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 or site 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

You can reach us any time at support@zigpoll.com.

Last updated 3 months ago