FAQ & Troubleshooting
Things that look like faults but usually aren't.
A game's discount code is rejected at checkout
The code typed into the game doesn't exist in your store, or is typed differently. Create it under Discounts, or change the game's Discount code to one you have, exactly. See Games.
The music doesn't start by itself
No browser allows a page to play sound before the visitor has touched it — no site can do true autoplay. Turn on Start playing on the shopper's first tap or click in the Music section and the first tap anywhere starts it. See Music Player.
A track says "Cannot read this disc"
Its Audio file URL is wrong, or the file isn't an MP3. Copy the link again from Content → Files — with the link button, not from the address bar — and paste it into the track.
The music sounds poor
The player plays the file as it is. Upload a 192 kbps or higher MP3.
The filter bar only has availability and price
Those are Shopify's starting filters. Add colour, size, product type and the rest in the Search & Discovery app → Filters. See Collection.
The cart says free shipping, but checkout charges for shipping
The goal bar only shows progress; it doesn't change prices. Set up free shipping over the same amount under Settings → Shipping and delivery, or change the goal to match. See Cart.
There's no Size chart link on a product
Either no chart page is chosen, or none of the product's option names is on the Show it beside these options list, or the product has only one variant. See Size Chart.
The screensaver never starts
Check Theme settings → Screensaver isn't Off, and wait longer than Start after. It also never starts by itself in the theme editor, or for visitors whose device asks for reduced motion — Start → Sleep works in both.
The enter gate or email sign-up doesn't appear in the editor
On purpose — they'd be in the way while you work. Select their section in the sidebar and they appear.
On a phone there's only one Games icon
On purpose. On phones the games become one Games icon that opens a folder of them, so they don't take up a screen of icons.
Shared links have no picture
Set a social sharing image under Online Store → Preferences. Products use their main image. See Search & Sharing.
Shoppers double-click the icons
They're used to double-clicking desktops, and nothing goes wrong when they do: EXP-98 opens on the first click, and the second just brings the same window to the front — it never opens a second copy. If you'd rather icons need a double-click, switch it under Theme settings → Shell.
A change I made in the theme editor disappeared
If the theme's code is also edited elsewhere — through GitHub, or by us for custom work — the editor can save an older copy of a file over the newer one. Reload the theme editor before saving.
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