Troubleshooting

The WhatsApp button doesn’t show#

1. The app embed is on in the theme editor and the theme is saved. See Turn the app on in your theme.
2. The widget is active and saved.
3. Its rules include that page. Try “On every page”.
4. Your plan includes it: after a downgrade, only the widgets that fit are published.
5. If the app says Shopify didn’t receive the changes, save again in a moment.

A form doesn’t arrive#

• Check Discarded submissions: if the spam filter stopped it, it shows there with the reason.
• Check that the theme block has the right Form ID and that the form is active.
• Forms are sent through /apps/gom-tools. If you changed that path in the app proxy settings in Shopify, set it back to the default.
• If the email alert doesn’t arrive, check your spam folder and the address in the Email tab.

I don’t see visits in reports#

• Measurement is on in Reports.
• Your store asks for consent and you accepted cookies while testing: without consent nothing is measured.
• The theme editor preview doesn’t record visits: test on the published store.
• The first visits take a few minutes to show.
• If the sessions card says you filled the monthly quota, it resumes on the 1st or when you upgrade.

Events don’t reach Google or Meta#

• The IDs are in Pixels, or the tag is already installed in your theme.
• You accepted marketing consent (Google Ads and Meta) or analytics consent (Analytics and Tag Manager).
• Purchase events aren’t sent to the platforms: they’re recorded only in your reports.

Still not working?#

Write to us at info@gomnetwork.com with your store’s domain and what you were doing. We answer in English or Spanish.