Troubleshooting

Work down this list in order. It is arranged so the most common cause comes first.

No option fields on any product page

The app embed is almost certainly still off. It ships switched off — that is Shopify’s behaviour for every app embed, not a fault.

Go to Online Store > Themes > Customize > App embeds, switch Product options on, and Save. Full steps: Install and turn it on.

Fields show on some products but not others

Those products have no published option set assigned. Open the option set and check two things:

1. The Products tab lists an assignment that covers the product.
2. The set’s status is Published, not Draft.

A draft set never reaches the storefront, however it is assigned.

Changes in the app don’t show on the storefront

Draft changes never reach the storefront — publish the set. Then hard-refresh the product page: responses are cached for about a minute, so an immediate reload can still show the previous version.

The App embeds section is missing from the theme editor

That theme is a vintage (pre Online Store 2.0) theme. App embeds do not exist there, and Optivo cannot add options to it. Moving to an Online Store 2.0 theme is the only fix. See Install and turn it on.

You turned it on, but on a different theme

App embed settings belong to one theme, not to your shop. Enabling it on a draft theme does nothing until that theme is published, and publishing a theme that never had it enabled turns it back off.

Check you enabled it on the theme that is actually live.

Fields appear in an odd place on the page

Shopify injects app embeds at the end of the page; the widget then moves itself next to the add-to-cart form. A heavily customised product template can defeat that.

Contact support with your theme name and a link to an affected product — this is fixable against the specific template.

An option has no price effect

Check in this order:

1. The option has a pricing rule attached at all.
2. The set has been published since you added the rule.
3. The option is not being hidden by a conditional rule — hidden options never charge.
4. For quantity tiers: the line quantity is at or above your lowest threshold. Below every tier, nothing is added.
5. For formulas: the expression is valid. A formula that cannot be evaluated adds nothing, silently.

The preview and the cart price disagree

This should never happen — both are built from the same published configuration. Please report it.

Send us the product, the exact choices you made, the previewed figure and the charged figure. See Contact support. Do not work around it by adjusting prices; we want to fix the cause.

A customer says they couldn’t add to cart

Usually a required option they could not see or could not satisfy:

• A required option revealed by a conditional rule but never un-required in the default state.
• A custom field whose pattern rejects what the customer typed, with no help text explaining what a valid answer looks like.
• A multiple-choice option with a minimum selection they did not meet.

Load the product page yourself and try to add to cart without touching anything. That reproduces most reports immediately.

Uploads fail

• “That file is larger than N MB.” Over the limit set on the option.
• “Uploads are still loading.” The upload component had not finished loading. Retry in a moment.
• “That file could not be accepted.” The file’s type is not accepted by this option. The check reads the file’s actual contents, so renaming it will not help.

See File upload.

Still stuck

Contact support with your shop domain, the product, and what you expected versus what happened.