Common issues

Most setup issues come from one of a few common causes. Run through the checks below before contacting support — most of these resolve in under a minute.

The review widget isn't appearing on the product page

The widget is a theme block, not automatic. Check:

• Open the theme editor (Online Store > Themes > Customize)
• Open a Product template
• Confirm the Product Reviews block is added to the product section. If not, click Add block and choose it from the Apps list.
• Save and reload the storefront

If the block is there but the storefront still shows nothing, the app embed may not be enabled. See the next item.

Star badges aren't showing on the collection page

Collection badges rely on the app embed:

• In the theme editor, open App embeds (left sidebar)
• Confirm Product Reviews is toggled on
• Save

If it's on but badges still don't appear, the product card markup in your theme may not include the rating metafield reference. Most modern themes do — but very old or heavily customized themes may not. Reach out to support if your theme needs a small edit.

Also: badges only show for products with at least one approved, published review. A product with zero reviews intentionally shows no badge (so your store doesn't display empty stars everywhere).

A submitted review doesn't appear on the storefront

The review is probably in the moderation queue:

• Open the Reviews page in the admin
• Filter by Status: pending
• If you see the review there, click Approve to publish it

If you have Auto-publish on but the review still went to pending, check the rating against your threshold. Reviews below the minimum auto-publish rating always go to the queue.

Review request emails aren't sending

A few things to check in Settings > Emails:

• Confirm Send review request emails is on
• Check the delay days — if you set it to 30 days, you won't see emails go out for orders less than 30 days old
• Confirm the order's customer has an email on the order (orders without an email can't receive review requests)
• If you verified a sender email or domain, confirm verification is still complete in Settings > Sender Email

The email is queued at order payment time, so for already-placed orders, the request goes out N days after that payment date — not from when you turned the setting on.

Star ratings not showing in Google search results yet

Rich snippets take time:

• Google needs to crawl your updated product pages (a few days for active stores)
• Google decides per query whether to show rich snippets — they don't always show
• Most stores see rich snippets appear within 2–4 weeks of getting their first reviews

Use Google's Rich Results Test (search for it) to confirm your structured data is valid. Paste a product page URL and Google will tell you if the AggregateRating data is being detected correctly. If it is, you're set — just wait for Google to surface it.

Photos aren't uploading

Check:

• The file is under 10 MB
• The format is JPEG, PNG, WebP, or HEIC (videos aren't supported yet)
• The customer is using a modern browser (Chrome, Safari, Firefox, Edge — current versions)

Very large or very high-resolution photos sometimes time out on slow connections. Re-trying usually works.

Still stuck?

If none of these resolve the issue, contact support with:

• Your store URL
• The specific product or review that's affected
• What you expected to happen
• What's happening instead