FAQ and Troubleshooting

Start with the question that matches the visible symptom. If the quick answer does not resolve it, use the diagnostic checklist at the end before changing the live theme.

Why do my collection or search filters not appear?

Turn on Enable filtering in the relevant Product grid or Search section. Then confirm Shopify has filter definitions and returns filter values for that collection, query, market, and catalog. Firefly presents Shopify’s filter data; it does not create filter definitions.

Why do product ratings not appear?

Enable rating display in the relevant section and confirm the product has valid rating data, such as the standard review-rating metafield populated by a compatible review source. Firefly does not generate a default rating or stars when the data is absent.

Why does quick add open a selector instead of adding immediately?

A product with multiple variants, required options, a required selling plan, or other selection constraints needs a valid purchasable configuration first. Simple available products can take a more direct path.

Why is Add to cart unavailable or rejected?

Check the selected variant’s availability, required selling plan, quantity minimum/maximum/increment, current quantity already in cart, and market eligibility. Then reproduce in an unpublished unmodified copy and record any Shopify error message.

Why did a newly uploaded theme not include my previous settings or custom code?

A new upload is an independent theme. Shopify does not automatically merge hand-edited Liquid, CSS, JavaScript, every template customization, app block, or app embed from another copy. Compare the themes and reapply only the changes still required.

Why does the customer account page look different from Firefly?

The store may use Shopify’s new customer accounts, which are hosted by Shopify. Firefly’s Liquid customer templates apply to classic customer accounts. Check Settings > Customer accounts in Shopify Admin.

Why is the country or language selector missing?

The Footer setting can be enabled, but the selector appears only when Shopify provides more than one available country/region or published language. Review Markets and language publication in Shopify Admin.

Why are payment icons missing?

Confirm Show payment icons is enabled and the store has enabled payment types. If the optional Enabled payment types field is used, verify its comma-separated handles. Icons do not enable a payment method.

Why does autoplay not start?

Browsers can block autoplay, especially audio or unmuted video, until a customer interacts. Firefly can also reduce or stop motion when the customer prefers reduced motion. Confirm the media URL is valid and keep essential information available without autoplay.

Why does the free-shipping bar not change my shipping rate?

The bar compares cart subtotal with a display threshold. It does not create a Shopify shipping rule. Configure the actual rate or discount in Shopify Shipping settings and ensure the message describes all conditions.

Where do customers enter a discount code?

Firefly displays discounts already applied by Shopify. Customers normally enter eligible discount codes in Shopify Checkout. The Promo pop-up can display and copy a code, but the code must first be created in Shopify.

Why is Related products empty?

Related products depend on recommendations returned by Shopify. Confirm the current product and recommendation configuration. A theme setting cannot force Shopify to return a result.

Why does my FAQ or Order support URL return 404?

The theme includes faq and track-order templates, but it does not automatically create public Pages. Create a Page in Shopify Admin, assign the intended Theme template, save it, and add the Page to navigation.

Why is the promo countdown hidden?

Confirm Display countdown timer is enabled and Countdown end date and time contains a strict, future absolute deadline. Accepted forms are YYYY-MM-DDTHH:mmZ or YYYY-MM-DDTHH:mm+HH:MM/-HH:MM. Blank, malformed, impossible, or past values keep the timer hidden.

Why did the countdown not restart after reload?

That is expected. Firefly counts down to one campaign deadline, not a new duration for each visitor or session. Reloading, reopening, or starting a new session continues toward the same instant. At expiry, the timer hides and does not restart.

Why is the displayed countdown different from my expected local time?

Check the explicit Z or ±HH:MM offset in the deadline and the visitor device clock. For regions using daylight saving time, enter the offset that applies at the campaign deadline. Put the authoritative deadline and time zone in Campaign details.

Why is pickup availability missing?

Pickup appears only when the selected variant and Shopify location configuration supply pickup data. Check inventory and local-pickup settings for the actual variant and location.

Why does a product price or quantity change unexpectedly?

Variant, market, selling plan, quantity rule, native volume pricing, unit price, and discounts can all affect the displayed result. Record the selected variant, plan, quantity, customer/market context, and cart state before troubleshooting.

Why does custom or app content look different?

Custom Liquid, custom CSS, theme code edits, and third-party app blocks can add their own markup and styling. Reproduce the page in an unmodified unpublished Firefly copy with the relevant app output disabled where safe, then compare. Do not delete live content merely to test.

Why is my storefront slower after adding content?

Check image dimensions, video/autoplay, app embeds, app blocks, tracking scripts, Custom Liquid, and the number of heavy sections. Remove or disable one suspected addition at a time in an unpublished copy and compare the same page under the same conditions.

Safe troubleshooting checklist

1. Record the Firefly version shown under Theme information.
2. Confirm whether the problem is on a Preview theme, the Live theme, or both.
3. Record the template name, exact page or preview URL, product/collection, market, language, customer state, and cart state.
4. Record browser, operating system, device, viewport, zoom, and whether reduced motion or assistive technology is active.
5. Write the shortest repeatable steps, expected result, and actual result.
6. Capture a screenshot or short recording, including any visible error.
7. List relevant app embeds, app blocks, custom Liquid, custom CSS, and edited theme files.
8. Reproduce in a duplicate or unpublished unmodified Firefly copy. Keep the live theme intact.
9. Change one variable at a time and stop once the cause is isolated.

When to contact support

If the issue remains reproducible in Firefly, prepare the evidence above and use the Firefly Theme support form. The scope guide at Support, Compatibility, and Support Boundaries explains what to include and which systems may require Shopify or app-provider support.