Quick Checks
Before diving into detailed troubleshooting, verify these basics:
1. Is the App Embed Enabled?
This is the most common issue!
Go to Online Store → Themes
Click Customize on your active theme
Navigate to Product page.
In the sidebar verify that Product Option block is in the list.
Make sure it's toggled ON
Click Save
Refresh your product page
2. Is the Option Group Assigned?
Check that your option group is actually applied to the product:
Open the product in Product Options
Look for the option group in the assigned groups list
If it's missing, add the product to the option group
3. Are There Any Options in the Group?
An empty option group won't display anything:
Open your option group
Verify it contains at least one option
Check that the option has values
4. Is the Product Published?
Draft or archived products might not show options:
Check the product status in Shopify
Make sure it's set to "Active"
Verify it's available in your sales channel
Detailed Troubleshooting
If basic checks didn't help, try these solutions:
Theme Compatibility
Symptom: Options don't appear on any products
Solution:
Check theme compatibility
Product Options works with all modern Shopify themes
Very old or heavily customized themes might need adjustment
Test with a default theme
Switch to Shopify's Dawn theme temporarily
If options appear, the issue is theme-specific
Contact support for theme-specific help
Clear your cache
Hard refresh your browser (Ctrl+F5 or Cmd+Shift+R)
Try in an incognito/private window
Clear your browser cache completely
App Embed Not Loading
Symptom: App embed toggle is missing or grayed out
Solution:
Reinstall the app embed
In Product Options, go to Settings
Click "Reinstall App Embed"
Follow the prompts
Check theme version
Make sure your theme is Online Store 2.0
Older themes need different integration
Consider upgrading your theme
Product-Specific Issues
Symptom: Options show on some products but not others
Solution:
Check application scope
Open the option group
Look at "Apply to" setting
If set to "Selected products", verify the product is in the list
Check for conflicts
Look for multiple option groups on the same product
Verify no conflicting apps are installed
Check if product has special settings
Browser or Device Issues
Symptom: Options show on desktop but not mobile (or vice versa)
Solution:
Test different browsers
Chrome, Firefox, Safari, Edge
Note which browsers work and which don't
Check JavaScript errors
Open browser developer tools (F12)
Look for errors in the Console tab
Send error messages to support
Disable browser extensions
Ad blockers can interfere
Privacy extensions might block content
Try in incognito mode with extensions disabled
Conditional Display Issues
Symptom: Some options appear but others don't
Solution:
Check conditional rules
Options with conditional display only show when conditions are met
Test by selecting different parent option values
Verify condition setup
Open the option that's not showing
Check if Conditional Display is enabled
Make sure the parent option and value are correct
Test without conditions
Temporarily disable conditional display
If the option appears, the condition setup needs adjustment
Still Not Working?
Collect Information
Before contacting support, gather these details:
Theme information
Theme name and version
Free or paid theme
Any customizations made
Product details
Product URL
Option group name
Which options aren't showing
Screenshots
Product page showing the issue
Option group settings page
App embed settings page
Browser details
Which browser and version
Desktop or mobile
Any error messages
Contact Support
Email us at [email protected] with:
All the information above
Your store URL
Best time to access your store for testing
We typically respond within 24 hours and will help identify the issue.