Common Issues

The widget buttons aren’t showing on my product page

There are a few reasons this can happen. See Widget Not Showing for a step-by-step diagnosis guide.

Quick checks:

• On OS 2.0 themes: confirm the Notifly app block has been added and saved in the theme editor
• On legacy themes: confirm the snippets were created and theme.liquid was saved correctly
• Make sure the product/variant status matches the button type — the back-in-stock button only shows for out-of-stock variants; the price drop button only shows for in-stock variants when price drop alerts are enabled
• Make sure the product has been added to Notifly via the Notifications page

Customers subscribed but didn’t receive a notification

See Notifications Not Sending for a full checklist.

Common causes: the trigger condition wasn’t actually met, the notification is being held by quiet hours, or an email deliverability issue caused it to land in spam.

The modal opens but the subscribe button doesn’t work

This usually means the Notifly JavaScript asset isn’t loading correctly.

1. Open your browser’s developer console (right-click → Inspect → Console tab) on the product page
2. Look for any JavaScript errors or failed network requests referencing notifly-widget.js
3. On legacy themes, confirm the <script> tag was added to theme.liquid before the closing </body> tag and there are no duplicate tags

If you see a 404 for notifly-widget.js, the asset file may not have been deployed correctly. Contact support at [email protected].

A customer is getting duplicate notifications

Duplicates can happen if a customer subscribed more than once — for example via different email addresses or through two separate sessions. Open the specific product notification from the Notifications list and check the subscriber records for that product. If there are duplicate active subscriptions for the same customer, delete the older one.

I changed a product’s price but no price drop notification sent

Notifly compares the current price against each subscriber’s threshold price. If a subscriber didn’t set a custom threshold, their threshold defaults to the price at the time they subscribed. If the current price is not at or below their threshold, no notification sends.

Also confirm the price drop trigger is enabled for that product in the theme block settings (OS 2.0) or in the widget snippet (legacy themes).

A back-in-stock notification sent but the item was already out of stock again

Notifly sends as soon as stock is detected. If stock came in and sold out again very quickly — for example from a batch import followed by immediate orders — the notification may have already queued before the second sellout occurred. This is expected behaviour.

I can’t see the SMS or WhatsApp checkbox in the modal

These channels only appear in the modal when they’re configured and available on your plan:

• SMS requires Basic plan or above
• WhatsApp requires Pro plan
• For Pro merchants using their own Twilio account, go to Custom Providers and confirm Twilio credentials have been saved

My discount codes aren’t appearing in notifications

1. Confirm you’ve set up a discount rule in Collection Discounts for the relevant collection
2. Confirm the product is in that collection in Shopify
3. Confirm the {{discount_code}} variable is included in your notification template
4. Check that the collection discount hasn’t expired

If all of the above are correct and codes still aren’t appearing, contact support with the product name and notification ID.