Troubleshooting Prizify
The widget is missing
Turn on the Prizify app embed on the published theme and click Save in the theme editor. Check the app's setup step again. A draft theme, or an embed you enabled and did not save, will not show on the live store.
A shopper cannot join
They must be signed in. Also confirm customer accounts are on, the store uses new customer accounts rather than classic accounts, and login links are visible. The setup checklist names whichever of those is still off.
Points did not land
Check the challenge before the order.
- Status is Active, not Draft. A scheduled challenge only runs between its start and end.
- The customer had already joined.
- For an order, the quantity and amount meet the minimums you set, and the order includes the products you picked for a product challenge.
- They have not already used up Challenge frequency. 0 means unlimited.
- The order has a customer on it. A sale with no customer is skipped.
Store credit did not appear
Cashback on that member's level has to be above 0. The customer has to be a member before the order. The amount is a percentage of the product total, not shipping. Look on the customer's store credit in Shopify admin, and on Transactions in Prizify. Transaction dates on that page are labeled in UTC, so a same-day order can look like the previous day.
The app will not save a second challenge
Free and Plus both allow one challenge in the current app. Delete or repurpose the one you have. Challenges Group stays unavailable until more than one challenge exists, which this limit does not allow.
The discount is not at checkout
The level's discount percentage has to be above 0, and the customer has to have reached that level. Reaching a new level moves them off the previous level's discount.
A custom product field never shows
The challenge has to use the Customer data trigger, Options has to list the choices separated by commas, and the challenge has to be Active. This is not a field on the product page in the product editor.
Points look like the wrong amount of money
Open Settings and check the points-to-currency pair. Then open the member's level. A conversion filled in on the level replaces the store rate for that level.
Still stuck
Email hello@xco.agency with the shop domain, the challenge or level name, and a screenshot of the widget or the admin page. Say what you expected and what happened.