> For the complete documentation index, see [llms.txt](https://docs.zigpoll.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.zigpoll.com/faq/why-is-my-survey-not-showing.md). # Why Is My Survey Not Showing? 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. {% content-ref url="/pages/-LZu\_qbdcyhmya9uPukb" %} [Embed Code](/accounts/embed-code.md) {% endcontent-ref %} If you recently changed platforms or updated your site, the embed code may have been removed. Re-add it to your site's `` 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**. {% content-ref url="/pages/PGhkx2yhRBS5lz2OY5YE" %} [Activating Zigpoll on Shopify 2.0](/installation/activating-zigpoll-on-shopify-2.0.md) {% endcontent-ref %} {% hint style="warning" %} If you recently switched or updated your Shopify theme, you may need to re-enable the Zigpoll app block in the new theme. {% endhint %} ## 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 1. Make sure the Zigpoll app is installed via the [Shopify App Store](https://apps.shopify.com/zigpoll). 2. In your Shopify admin, go to **Settings → Checkout → Customize**. 3. In the checkout editor, select the **Thank You** page from the page dropdown. 4. Click **Add App Block** and select **Zigpoll**. 5. Drag the block to the position where you want the survey to appear. 6. Press **Save**. 7. Repeat steps 3–6 for the **Order Status** page. {% content-ref url="/pages/UZJFw4wmRdrtb9JR0GUo" %} [Activating Zigpoll on Shopify Checkout Extensions](/installation/activating-zigpoll-on-shopify-checkout-extensions.md) {% endcontent-ref %} {% hint style="info" %} 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. {% endhint %} ### 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. {% content-ref url="/pages/-LrVM-QyPUockueYu4xQ" %} [Delivery Settings](/polls/visibility-settings.md) {% endcontent-ref %} {% content-ref url="/pages/-Mf4fjPMXlsNJRxpYb16" %} [Targeting Settings](/polls/targeting-settings.md) {% endcontent-ref %} ## 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](mailto:support@zigpoll.com) 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 {% hint style="info" %} You can reach us any time at . {% endhint %} --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.zigpoll.com/faq/why-is-my-survey-not-showing.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.