> 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? Common reasons your Zigpoll survey may not be appearing and how to fix them Find the heading that matches what you're seeing. Each one lists the causes to check in order, most likely first, followed by the fix. ## Start here: is the survey live, and is the right install in place? Every survey needs to be **Live**. Open the survey in your Zigpoll dashboard and check the toggle at the top right. A hidden survey never appears to visitors. Then check that the right install is in place for where the survey runs. On Shopify, these are separate installs, and having one doesn't give you the other. | Where the survey appears | What must be installed | | ------------------------------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Storefront pages (pop-up, launcher, page embed, exit intent) | The **Zigpoll** App Embed, switched on in your live theme. See [Activating Zigpoll on Shopify 2.0](/installation/activating-zigpoll-on-shopify-2.0.md). | | Thank You and Order Status pages | The **Zigpoll** app block, added to both pages in Shopify's checkout editor. See [Activating Zigpoll on Shopify Checkout Extensions](/installation/activating-zigpoll-on-shopify-checkout-extensions.md). | | Checkout steps (Shopify Plus) | The **Checkout Survey** app block. | | Shopify POS registers | The Zigpoll POS tile or post-purchase toggle. See [Shopify POS](#shopify-pos-check-the-template-the-tile-and-the-app-version). | | Websites outside Shopify | The Zigpoll embed code on every page. See [Embed Code](/accounts/embed-code.md). | | Survey links, email and SMS | Nothing. These don't need an install. | For storefront surveys, open **Installation** in your dashboard to see when Zigpoll last loaded on your store. It reads like "Zigpoll is installed on your store. Last loaded 2 hours ago." If it says Zigpoll was last seen weeks ago, Zigpoll stopped loading on your storefront around then. This status only tracks storefront surveys, not checkout blocks or survey links. ## My post-purchase survey doesn't show on the Thank You page Check these in order. **1. The Zigpoll app block isn't on the page.** Shopify's Thank You and Order Status pages don't run app scripts, so the older embed code does nothing there. Shopify's deadline for merchants to upgrade these pages was August 26, 2026. On upgraded stores, legacy scripts no longer run, so add the Zigpoll app block to both **new** pages. 1. In Shopify admin, go to **Settings → Checkout → Customize**. 2. Select **Thank you** from the page dropdown. 3. Click **Add app block** and select **Zigpoll**. 4. Click **Save**. 5. Select **Order status** and repeat. **2. The survey isn't using a Thank You template.** A survey set to a link, email or SMS format never appears in a checkout block. To fix it: 1. Open the survey and go to **Settings → Delivery → Format**. Choose an on-site or page embed format. 2. On the **Locations** tab, click **Use a Template** and pick **Thank You & Order Status**. 3. Click **Save Changes**. **3. A different survey is being served.** The block shows the first live survey whose template matches the page. If you have two live Thank You surveys, hide the one you don't want. **4. Your checkout editor changes aren't published.** Shopify saves checkout editor changes against a checkout configuration. If you added the block to a draft configuration, publish it in Shopify admin under **Settings → Checkout**, or add the block to the one that is live. **5. Other app blocks push the survey out of view.** Post-purchase upsell apps add their own blocks to the Thank You page. In the checkout editor, open the page's block list and drag Zigpoll higher. If the block still doesn't render after adding another app, remove the Zigpoll block, add it back, and save. **6. The order didn't go through Shopify's checkout.** Third-party checkouts and payment flows that finish on their own confirmation page never reach Shopify's Thank You page. No app block can run there. Use one of these instead: * Send an email or SMS survey when the order is paid, fulfilled or delivered. See [Order Paid Survey](/tutorials/order-paid-survey.md) and [Email Surveys](/email-zigpoll-surveys.md). * Paste your survey link into that checkout's confirmation page or confirmation email. See [Public Link](/public-link.md). **7. Your monthly response limit or a Shopify permission is blocking it.** See [My survey stopped collecting responses](#my-survey-stopped-collecting-responses) below. {% hint style="info" %} Checkout blocks can't pop up, can't use your Zigpoll Design settings, and can't use exit intent. If the block shows but looks different from your dashboard preview, see [Shopify Checkout Limits](/installation/shopify-checkout-limits.md). {% endhint %} ## The checkout editor shows the wrong survey, a sample survey, or nothing The checkout editor is a preview. The Zigpoll block's **Preview survey (optional)** setting only changes what you see there. Buyers always see the survey your dashboard serves. * **Not set:** the editor shows your first live survey for that page. With no live survey, it shows a Zigpoll sample survey. * **My Active Survey:** the editor shows your first live survey for that page. With no live survey, the block is empty. * **A named survey, such as NPS Survey:** the editor shows Zigpoll's sample survey of that name, not one of your own. A survey you hid or deleted in Zigpoll can't be served to buyers. If you see an unexpected survey in the editor, the Preview survey setting is the cause. Set it to **My Active Survey** and reload the editor to see what buyers get. ## My survey stopped collecting responses A survey that worked and then went quiet usually hit one of these. **1. You reached your monthly response limit.** Once your account goes past its plan's monthly responses, Zigpoll stops loading your surveys. That includes storefront surveys and checkout blocks. Visitors see nothing, and your browser console shows `Response limit has been reached`. Survey links stop showing the survey too, including links in your email and SMS campaigns. Zigpoll checks every hour and emails your notification recipients when you pass the limit. If none are set, it emails the account owner. The subject line is "You've reached your response limit". By default you also get a warning at 85% of the limit. To change the warning, or turn the limit email off, go to **Settings → Notifications → Response Limit Notification**. Surveys come back when your count resets on the 1st of the month, or as soon as you upgrade. See [What happens when I reach my response limit?](/faq/billing-accounts-and-plans.md#what-happens-when-i-reach-my-response-limit). **2. A payment failed.** If an invoice for your Zigpoll plan wasn't paid, surveys stop loading until billing is fixed. The console message starts `The account owner has failed to pay`. **3. Your store upgraded its Thank You and Order Status pages.** Post-purchase surveys installed with the older embed code stop the day the store switches. Add the app block to both new pages, as described [above](#my-post-purchase-survey-doesnt-show-on-the-thank-you-page). **4. You changed or duplicated your theme.** The App Embed is switched on per theme. See [My survey stopped after a theme change](#my-survey-stopped-after-a-theme-change). **5. Your store domain changed.** See ["Invalid domain name detected" in the console](#invalid-domain-name-detected-in-the-console). **6. The survey was hidden, or its schedule ended.** Check the Live toggle, and check the **Activation Schedule** on **Settings → General**. ## Shopify is asking me to approve a permission, or I can't open Zigpoll When Zigpoll adds a Shopify permission, Shopify shows an approval screen the next time you open Zigpoll from Shopify admin → **Apps → Zigpoll**. You can't reach the Zigpoll dashboard from Shopify until you approve it. Your live surveys keep running while approval is pending. To approve, open **Apps → Zigpoll** while signed in as the store owner or a staff member who can approve app permissions, then click through the approval screen. See [Shopify Permissions](/faq/shopify-permissions.md). ## "Invalid domain name detected" in the console Your account only allows surveys on certain domains, and the page you're on isn't one of them. This happens after moving to a new domain, adding a Shopify Markets domain, or testing on a staging or preview address. 1. Open **Settings → Visibility**. 2. Under **Domain Restrictions**, either choose **Allow Zigpoll to be used on all domains**, or add the new domain to the list. 3. Click **Save Changes**. Domain restrictions don't affect checkout blocks or survey links. See [General Settings](/accounts/general-settings.md) for how subdomain matching works. ## My survey doesn't show on a new Shopify Markets domain Storefront surveys run on every domain where your theme's App Embed loads, including market domains and subdomains. If a new market domain shows nothing: 1. Open the browser console on that domain. If you see "Invalid domain name detected", add the domain under **Settings → Visibility → Domain Restrictions**, as described [above](#invalid-domain-name-detected-in-the-console). 2. Check the survey's page rules on **Settings → Delivery → Locations**. Page rules match the page path, such as `/products`, so they work on every domain. The exception is a full address used with **Matches Exactly**: `https://mystore.com/products` only matches that exact domain, and `www.` counts as a different domain. With any other operator, a full address never matches. See [Locations](/polls/visibility-settings.md#locations). 3. Check **Settings → Targeting** for country or language rules that exclude that market. Checkout blocks are added per store, not per market, so they aren't affected. ## On-site surveys show but post-purchase surveys don't, or the other way around These are two separate Shopify installs: * The **App Embed** in your theme runs storefront surveys: pop-ups, launchers, page embeds and exit intent. * The **app block** in the checkout editor runs Thank You and Order Status surveys. Turning on one does nothing for the other. Check both. See the install table [at the top](#start-here-is-the-survey-live-and-is-the-right-install-in-place). ## My survey stopped after a theme change The App Embed is switched on per theme. A new theme, or a duplicate you published, starts with it off. 1. In Shopify admin, go to **Online Store → Themes** and click **Customize** on your live theme. 2. Click the **App embeds** icon. 3. Switch on **Zigpoll** and click **Save**. On Online Store 2.0 themes, the App Embed is what loads Zigpoll. The **Automatic embed code** setting on the Installation page only adds a script tag for older themes. It can be on and still show nothing on a 2.0 theme whose App Embed is off. Theme changes don't affect the checkout app block. {% content-ref url="/pages/PGhkx2yhRBS5lz2OY5YE" %} [Activating Zigpoll on Shopify 2.0](/installation/activating-zigpoll-on-shopify-2.0.md) {% endcontent-ref %} ## The survey is hidden behind my chat widget or cart drawer Chat buttons and cart drawers usually sit in the bottom corners of the page, where a survey launcher also sits. * Move the survey to the other corner. Open the survey's **Settings → Design → On-Site** tab and change the position to **Bottom Left** or **Bottom Right**. * Or show the survey inside the page instead of floating over it, with a page embed format on **Settings → Delivery → Format**. ## My storefront survey doesn't show for some visitors **Cookie consent.** On Shopify, storefront surveys wait until the visitor accepts analytics cookies by default. A visitor who hasn't answered your cookie banner doesn't see the survey. To change this, go to **Settings → Visibility → Cookie Consent**. See [Cookie Consent](/cookie-consent.md). **Delivery, targeting and frequency.** Your survey may only be set to show under specific conditions: * **Delivery.** The survey may be limited to certain pages on the **Locations** tab, or to a device, a time delay or exit intent on the **Trigger** tab. Make sure the conditions match the page and device you're testing on. * **Targeting.** Rules on **Settings → Targeting**, such as country or language, may filter out your audience. Temporarily remove them to test. * **Frequency.** On **Settings → Delivery → Frequency**, a survey set to **Dismiss on Close** or **Dismiss on Answer** won't come back once you've closed or answered it. The **Appearance Limit** stops it after a set number of showings. Both are counted in your own browser, so test in an incognito/private 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 %} ## I want to check it works without placing a real order * **Checkout editor.** In Shopify admin, go to **Settings → Checkout → Customize** and select **Thank you**. Click the Zigpoll block and set **Preview survey** to **My Active Survey**. The editor shows the survey buyers will get. Use it to check the layout, rather than answering the survey. * **Installation status (storefront surveys).** Open **Installation** in Zigpoll. Once visitors load a storefront page with your survey, the status shows when it last loaded and which survey loaded. It doesn't track checkout blocks. * **Dashboard preview.** Click **Preview** on the survey to try every question and your logic. See [Survey Preview](/polls/poll-preview.md). * **A test order.** An order placed with Shopify's test payment gateway shows the real Thank You page, with the survey your dashboard serves. Zigpoll treats it like any other order, so your answer counts as a response. * **Storefront surveys.** Visit your store in a private window, so your earlier closes and answers don't hide the survey. ## Shopify POS: check the template, the tile, and the app version POS surveys only appear on the register when the survey is live and uses the **POS: After Sale** or **POS: Smart Grid Tile** delivery template. Then check: * **After Sale surveys:** the **Post-purchase** toggle is switched on for Zigpoll in the *Apps for Point of Sale* panel of the Shopify POS smart grid editor. * **Smart Grid surveys:** the Zigpoll tile is added to the template the register uses. * **The Shopify POS app** is up to date. After changing any of these, sign out and back in on the register. See [Activating Zigpoll on Shopify POS](/installation/activating-zigpoll-on-shopify-pos.md). ## My site isn't on Shopify and the survey doesn't show Make sure the Zigpoll embed code is on every page where you want surveys to appear. Find it on the **Installation** page in your Zigpoll dashboard. {% 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 check the survey loads. Also check: * **JavaScript errors.** Open your browser's developer console (F12) and look for errors that stop the Zigpoll script from loading. * **Conflicting scripts.** Ad blockers, cookie consent tools or other scripts may block Zigpoll. ## The survey looks different than the preview **On the Thank You, Order Status or checkout pages**, this is expected. Shopify styles checkout blocks with your checkout branding, and your Zigpoll Design settings don't apply. See [Shopify Checkout Limits](/installation/shopify-checkout-limits.md). **On your storefront**, your site's CSS may conflict with the survey's styles. Try these: * **Clear your browser cache** and do a hard refresh. * **Check your design settings** on the survey's **Settings → Design** tab and make sure your changes are saved. * **Disable browser extensions** that may be injecting styles or blocking scripts. ## The survey isn't showing on mobile Open the survey's **Settings → Delivery → Trigger** tab and check that **Device** isn't set to **Desktop Only**. Pop-ups and launchers can behave differently on smaller screens. Test with your phone's browser directly rather than relying on browser emulation. ## The survey has no questions A survey must have at least one question to display. If you see a health warning about missing questions, open the survey and add a question. ## 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. 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