Troubleshooting

The theme app embed is almost certainly off. Personalization is delivered through your theme, so installing the app is not enough — go to Online Store → Themes → Customize → App embeds, switch on Ezzeefy, and save.

If it is already on, check in this order:

The campaign is published rather than draft. It is not pinned to a different theme than the one you are viewing. Its targeting rules actually match you — a rule for lapsed customers will not fire for you on your own store. And if it targets an RFM tier or a predictive score, remember those refresh daily.

Popups use a second, separate app embed — Ezzeefy Popups. Turning on the personalization embed does not enable popups.

If it is on, the usual causes are frequency rules working as intended: only one popup shows per page view, a popup you have already dismissed stays dismissed for the configured window, and one set to “never again after subscribing” will not return once you have signed up. Test in a private window to get a clean state.

Customers, orders and products are copied from Shopify at install. A large store takes a while, and a regular sync fills in anything missed.

Storefront analytics are different — they need real shoppers browsing, and only record where cookie consent allows. A store that has just installed, or one with little traffic, will show almost nothing at first. That is expected.

Usually correct behaviour rather than a fault. Anyone unsubscribed, bounced, invalid, or who replied STOP is excluded from every send and cannot be overridden.

For SMS the rule is stricter: a number with no recorded consent is skipped entirely. Having the number on a customer record does not count as permission. More on who receives a send.

Check the channel is verified. Email needs your sending domain confirmed by DNS records; SMS needs a registered sender number, which carriers review before approving. Until each clears, that channel is blocked rather than queued. Both live under Settings.

Checkout reads the customer's segment and tier from a snapshot written to their Shopify record once a day. Someone who qualified this morning may not be recognised until tomorrow.

If the snapshot is missing entirely, no discount is applied — by design, so a sync problem can never block someone from checking out.

Bundles need Checkout Extensibility. A store still on classic checkout is rejected with an explanatory error. This is a Shopify platform requirement rather than an Ezzeefy limit, and moving to the current checkout resolves it.

If it is Shop Pay, Apple Pay or Google Pay, Shopify does not allow wallets to be renamed — the rename is accepted and then ignored. Hiding the method works. There is no way around this from the app side.

B2B requires Shopify Plus, and the screens show a message saying so on other plans. If you are on Plus and still see a prompt to reconnect, the B2B permissions were added after you installed — reconnecting grants them and the screens populate.

Headline revenue and order figures come live from Shopify; detail screens are built on Ezzeefy's copy. A sync slightly behind, an edited order, or a timezone boundary can put them marginally out of step. More on where the numbers come from.

Send us a message with your .myshopify.com domain, what you expected, what happened, and roughly when. Store data is isolated per merchant, so the domain is the one thing we cannot proceed without.