Troubleshooting Guide

"Unable to install app" error

• Ensure you're logged in as the store owner or a staff member with "Apps" permission
• Clear your browser cache and cookies, then try again
• Disable any ad-blockers or browser extensions that might block the OAuth flow
• If on a development store, ensure it's properly configured for app installs

"App already installed" but can't find it

• Go to Settings > Apps and sales channels in Shopify Admin
• Search for the app name
• If listed but not accessible, click it and select "Open app"
• If not listed, the previous install may have been incomplete — try installing again

Installation stuck on loading screen

• Wait at least 30 seconds — some installations take time for initial data sync
• Refresh the page. If still stuck, go to Apps in Shopify Admin and click the app
• Check your internet connection and try a different browser

"Insufficient permissions" error

• The app needs to be re-authorized. Go to Settings > Apps and sales channels
• Click the app and select "Re-authorize"
• This commonly happens after Shopify API updates — the app may need additional scopes

Staff members can't access the app

• Go to Settings > Users and permissions
• Edit the staff member's account
• Under "Apps", ensure they have access to the specific app
• Staff need at least "Read" access to the data types the app uses

Stok — Notifications not sending

• Verify you haven't exceeded your monthly email limit (free plan: 50/month)
• Check Settings > Channels to ensure Email/SMS/WhatsApp is enabled
• The product must actually be restocked for alerts to fire
• Look at the Activity Log for delivery status and error messages

Watermark — Overlays not displaying

• Ensure the overlay is set to "Active" in the app dashboard
• Check that the product is included in the overlay's target scope
• Verify the app embed is enabled in your theme settings

Bundle — Discount not applying at checkout

• Verify all bundle conditions are met (correct products, minimum quantities)
• Check the bundle's start and end dates if you've set a schedule
• Test with a fresh cart to rule out cached cart data

Quantity Limit — Limits not enforcing

• Verify the Shopify Function is active in Settings > Checkout
• Check that the rule is set to "Active" in the app dashboard
• Ensure the product/variant is correctly assigned to the rule

Widgets not showing on storefront

1. Check that the App Embed is enabled: Online Store > Themes > Customize > App embeds
2. Verify you're viewing the correct theme (the one marked as "Live")
3. Clear your browser cache or test in an incognito/private window
4. Check for JavaScript errors: right-click > Inspect > Console tab
5. Some themes require manual block placement — check the app's theme compatibility page

Widget styling looks broken

• The widget inherits your theme's CSS. Check if your theme has overly aggressive global styles
• Go to the app's Settings > Display and use the CSS override option
• Test with Dawn theme — if it works there, the issue is theme-specific

Mobile layout issues

• Widgets are responsive by default. If they're not rendering correctly on mobile:
• Check if your theme has custom mobile CSS that conflicts
• Reduce the number of products shown per row in widget settings
• Test on multiple devices and browsers

Store feels slower after installing the app

• Our apps load asynchronously and should not block page rendering
• Run a PageSpeed Insights test to identify the actual bottleneck
• Check if multiple apps are loading similar functionality (e.g., two recommendation widgets)
• In the app settings, check if any "eager loading" options are enabled — switch to "lazy load"

App dashboard loading slowly

• Large catalogs (50,000+ products) may cause initial dashboard load delays
• Use date range filters to reduce the data being loaded
• Clear your browser cache
• Try a different browser — some have better JavaScript engine performance

Charge not appearing / trial not starting

• After installing, you must approve the charge on the confirmation screen
• If you missed it, go to Settings > Billing in the app and click "Activate plan"
• Free trials start from the moment you approve the charge, not from installation

Need to change plans

• Go to the app dashboard > Settings > Plan
• Select your desired plan and confirm the change
• Upgrades take effect immediately; downgrades take effect at the next billing cycle

Cancel subscription

• Go to Shopify Admin > Settings > Apps and sales channels
• Click the app and select "Delete app"
• This cancels the subscription and removes the app
• Your data is retained for 30 days in case you reinstall

If your issue isn't covered here, reach out to our support team:

• Live chat — available in the app dashboard, Mon-Fri 9am-6pm EST
• Email — support@panthercodx.com (response within 24 hours)
• Priority support — available on Pro and Enterprise plans (4-hour SLA)

When contacting support, please include:

• Your store URL (e.g., yourstore.myshopify.com)
• Which app and version you're using
• A description of the issue with screenshots if possible
• Steps to reproduce the problem
• Any error messages you see (check browser Console tab)