Widgets not showing up as expected? This guide covers common display issues and how to fix them.
Check App Embed Status
Before troubleshooting specific issues, verify the basics:
Verify Triom app is installed and active in Shopify
Make sure Triom app embed is enabled in your Shopify theme.
Widget Not Appearing at All
Check Widget Status
The most common issue—the widget isn't set to Live.
Fix:
Go to Triom > Widgets
Find your widget
Toggle status to Live
Check Display Method
Embedded widgets need theme editor placement; popups work automatically.
For Embedded Widgets:
Go to Shopify > Online Store > Themes > Customize
Verify the widget section/block is added
Check the correct Widget ID is pasted in the settings
For Popup Widgets:
Verify display method is set to Popup in widget settings
Check the trigger conditions are being met
Test the trigger (add to cart, scroll to percentage, etc.)
Check Data Rule
Your Data Rule might not match the current page or return no products.
Fix:
Open your widget > Settings > Data Rules
Check the conditions—are they too restrictive?
Verify the current product/page meets those conditions
Test with a product you know should match
Note: Widgets with no matching products are not displayed.
Widget Looks Wrong
Styling Not Applied
Custom design settings aren't showing.
Fix:
Ensure changes are saved in Triom
Hard refresh the page (Cmd/Ctrl + Shift + R)
Check if the widget is in "Draft" mode (some settings only apply when Live)
Mobile Layout Issues
Widget doesn't fit properly on mobile screens.
Fix:
Check widget responsive settings
Consider hiding on mobile if it doesn't fit
Use a more mobile-friendly layout (stacked vs horizontal)
Popup Not Triggering
Trigger Conditions Not Met
The specific trigger event hasn't occurred.
Triggers to check:
Page load - Should appear after set delay
Scroll percentage - Must scroll to that point
Add to cart - Must actually add a product
Checkout click - Must click checkout button
Fix:
Test by performing the trigger action
Reduce delay if using page load trigger
Lower scroll percentage threshold for testing
Still Having Issues?
Gather Information
Before contacting support, note:
Widget name
Page URL where issue occurs
Expected vs actual behavior
Browser and device used
Screenshot of the issue
Test in Isolation
Create a simple test widget with minimal settings
Add it to your theme
If test widget works, issue is with original widget settings
If test widget fails, issue may be theme or app-related
Contact Support
If issues persist:
Use the in-app chat
Email support with gathered information