FAQ and troubleshooting
The most frequent questions, and what to do when your online store doesn’t show what you expect.
A store’s page shows a 404 error
Section titled “A store’s page shows a 404 error”Check, in this order:
- The pages’ template exists. In the theme editor, open the page list at the top of the screen: the Store page template must exist, with the Store page block. Otherwise, create it: see Set up the app.
- The template is in your published theme. A template created in another theme isn’t used by your online store.
- The store is active. A draft has no page.
- Its page is ticked. On its page in the app, under Type and publishing, the Store page box must be ticked.
A store doesn’t show on the store locator
Section titled “A store doesn’t show on the store locator”- It must be active, and the Store locator box on its page must be ticked.
- It must have a latitude and a longitude: without them, it can’t be placed on the map. Choose its address in the suggestions, or drag the marker on the map of its page.
- The visitor’s filters can hide it: check that its type is checked.
- You just saved it? Your online store updates in a few seconds. Reload the page.
The store locator map doesn’t show
Section titled “The store locator map doesn’t show”If a message says the map is not set up yet, open the app once: it sets up the map for you.
A store has a red dot or an error badge
Section titled “A store has a red dot or an error badge”The red dot, in the stores list, means its last publishing to your online store failed. Open the store: the red badge next to the channel gives the message.
If the message says Shopify could not be reached, you have nothing to do: the app tries again on its own for several hours, and the dot goes away once the store is published.
If the message doesn’t help you fix the store, write to us and copy it.
What happens to the old addresses?
Section titled “What happens to the old addresses?”| What you do | What happens to the old address |
|---|---|
| Change the URL handle of a published store | It redirects to the new one, if the Create a URL redirect box is ticked (the default). |
| Change the Store pages path in the Settings | All the old addresses redirect to the new ones. |
| Delete a store whose page is online | It redirects to the page of the nearest store, if you leave the redirect turned on (the default). Without a nearby store online, it returns a 404 error. |
| Remove a store’s page (on its page, in the Settings or with Edit publication) | It redirects to the page of the nearest store, if you leave the redirect turned on (the default). Without a nearby store online, it returns a 404 error. |
| Set a store as draft | It returns a 404 error until the store is active again: a draft can come back. |
| Bring a page back | The page answers at its address again; its redirect stays in the list but no longer applies. |
All these redirects show in Content > Menus > URL redirects, where you can edit them.
I want to remove the demo data
Section titled “I want to remove the demo data”In Stores, select the demo stores, then open More actions and choose Delete stores. Their photos are deleted with them.
Demo data is only offered on a development or password-protected store, because it is published on your online store. Delete it before you open your store to the public.
Can I edit my stores outside the app?
Section titled “Can I edit my stores outside the app?”No. Shopify keeps a copy of your stores to show them on your online store, but it is read-only: always edit your stores in the app, or with an import.
What happens if I uninstall the app?
Section titled “What happens if I uninstall the app?”- The app keeps your data for 48 hours. If you reinstall it within that time, you get your stores, settings and statistics back, and they are published again on your online store.
- After 48 hours, your data is erased: stores, types, settings, statistics and imports. A new installation starts from scratch, with the setup guide.
To keep a copy of your stores, export them before you uninstall. See Import and export your stores.
Is my theme compatible?
Section titled “Is my theme compatible?”The app’s blocks work with every theme compatible with Online Store 2.0, which all recent themes are. To check, open a page in the theme editor: if you can click Add section and create a template, it is.
If your theme’s header hides the top of a block, or if the block goes to the edges of the screen, see Your theme has a fixed header or sections without margins.