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Floaty
Storefront

Troubleshooting

The icons are not on the store​

Check these in order.

  1. The embed is on. In Floaty, click Open theme editor. Under App embeds, turn Floaty on and save. Then click Verify installation. A new theme needs this again.
  2. The group is active. An inactive group is hidden.
  3. There is a visible icon. A group with no icons, or with every icon hidden, does not render.
  4. You are looking at the right page and device. On Pro, Targeting can limit the group to certain pages or to desktop, mobile, or tablet. Schedule can hide it outside the dates or weekdays you set.
  5. It is waiting to appear. On Pro, Behavior can wait for a delay, a scroll, or exit intent, or hide the group while the shopper scrolls down.
  6. The theme supports app embeds. If the theme editor has no App embeds section, this theme cannot show Floaty.
  7. Hard-refresh the storefront. A private window avoids a stale page.

A change did not stick​

Save before you leave the group. If save fails, read the message: a group needs at least one icon, and a phone, email, or link has to be usable. Close Floaty, open it again, and see whether the group shows the edit.

The mobile bar covers the add-to-cart button​

Edit the group. Try Floating Pill with a different Pill alignment, or switch back to Floating Buttons and move the Screen position. Check the bar on a phone, not only on a wide desktop window.

Icons overlap another widget​

Move the floating group to another screen position, or turn the other widget off long enough to see which one is in the way. Two groups in the same corner will crowd each other. On the free plan you only have one group, so the overlap is usually another app.

A click does nothing or opens the wrong place​

Open the icon and check the action.

  • Link: use a full address, including https://.
  • Phone, SMS, WhatsApp: include the country code, for example +15551234567.
  • Email: use a real address.
  • Social profile: replace the sample name from a template with your real profile.
  • Product or collection: pick one that still exists in the store.
  • Call and SMS only do something on a device that can place them.

Template groups ship with sample values. They look finished and still go nowhere until you edit them.

The group shows on the wrong pages​

On Pro, open Targeting. "Show only on specific pages" hides the group everywhere else. "Hide on specific pages" does the opposite. One rule per line. If a rule is broader than you meant, the group vanishes from pages you still want. Set pages back to All pages to confirm the group itself works, then narrow it again.

Device targeting works the same way. A mobile-only group is absent on a desktop preview.

Click counts stay at zero​

  • Analytics is Pro. The free plan shows an upgrade message, not a report.
  • Clicks are counted on the storefront, not when you click around inside the admin preview.
  • A brand-new group stays at zero until a shopper uses it.
  • Widen the range to Last 90 days if you are looking at a quiet week.

Import or export is missing​

Import and export are on Pro, under Settings. The free plan shows an upgrade message there.

Before you write to support​

Email hello@xco.agency with the shop domain, what you expected, what happened, the theme name, and a screenshot of the group settings and the storefront. Say whether you are on Free or Pro, and whether the problem is desktop, mobile, or both.