The Hoppy Countdown usually starts working immediately after setup — but sometimes a small configuration, visibility rule, or scheduling setting can prevent it from appearing on the storefront.

The good news is that these issues are usually very quick to fix 🚀

This guide walks through the most common reasons why your Countdown may not appear and how to resolve each one step-by-step.

In most cases, the issue is related to one of the following:

• App Embed is disabled
• Setup was not saved
• Setup was not published
• Scheduling settings
• Countdown expiration
• Geolocation targeting restrictions
• UTM targeting restrictions
• Customer targeting restrictions
• Page or trigger conditions not met
• Device visibility mismatch
• Display frequency limits
• Browser or storefront cache

Let’s go through them one-by-one 👇

✅ Step 1: Check if App Embed is Enabled

For the Countdown to appear on your storefront, the app embed must be enabled inside your Shopify theme.

Go to:

Shopify Admin → Sales Channels → Online Store → Themes → Edit Theme → App Embeds

Then:

• Find Hoppy Countdown
• Toggle it ON
• Click Save

💡 Tip:

If it was already enabled, try disabling it once and enabling it again, then click Save.

✅ Step 2: Save the Setup

Even if your Countdown looks fully configured, unsaved changes will not take effect.

Open your Countdown setup → Click Save

✅ Step 3: Publish the Setup

Customers will not see the Countdown until the setup has been published.

Open your Countdown setup → Click Publish

⚠️ Saving alone does not make the Countdown live.

✅ Step 4: Check if the Countdown Has Expired

Sometimes the Countdown may already be marked as expired inside the app.

You can verify this directly from the app homepage.

If the Countdown status shows:

• Expired

then the Countdown may no longer appear on the storefront.

⏳ How Does a Countdown Expire?

A Countdown becomes expired when:

• A Start Date/Time is configured
• AND an End Date/Time is configured
• AND the End Date/Time has already passed

Once the configured end time passes, the Countdown is automatically marked as Expired inside the app.

⚠️ Expired Countdowns may stop appearing on the storefront automatically.

💡 To fix this:

• Extend the end date
• Create a new Countdown
• Or remove the scheduling restriction entirely

✅ Step 5: Check Scheduling Settings

Sometimes the Countdown is configured to appear later.

Open your Countdown setup → Placement tab → Scheduling

Then verify:

• Start Date
• End Date

Example

If the Start Date is tomorrow, the Countdown will not appear today.

If the End Date has already passed, the Countdown may automatically stop displaying.

✅ Step 6: Check Allowed UTM Sources

The Countdown can be configured to appear only for visitors arriving from selected traffic sources.

This works using UTM parameters from platforms such as:

• Facebook
• Instagram
• Google Ads
• TikTok
• Email campaigns

Open your Countdown setup → Placement tab → Allowed UTM Sources

Then verify whether there are any source restrictions enabled.

Example

If the Countdown is configured only for Facebook traffic, direct visitors may not see it.

👥 Step 7: Check Customer Targeting Settings

If Customer Targeting is configured incorrectly, the Countdown may remain hidden for certain visitors.

To verify this:

→ Open the Countdown setup

→ Navigate to the Placement tab

→ Scroll to the Customer Targeting section

Check whether the Countdown is configured to show only for:

• Logged-in customers
• Customers with specific tags
• Customers with a specific lifetime spent

⚠️ Example:

If the Countdown is configured only for VIP-tagged customers, regular visitors will never see it.

💡 For testing purposes, temporarily switch targeting to:

→ Show to all customers

This helps confirm whether Customer Targeting is causing the issue.

✅ Step 8: Check Page & Trigger Settings

Your Countdown may be targeting specific pages or waiting for trigger conditions that haven’t been met.

Open your Countdown setup → Placement tab

Then verify:

📍 Page Targeting

Check whether the Countdown is configured to appear on:

• Every page
• Home page only
• Product pages
• Collection pages
• Pages matching specific product tags

If you test on a page outside the allowed targeting rules, the Countdown will not appear.

⚙️ Trigger Conditions

Check which trigger is selected:

• Time delay
• Page scroll
• Exit-intent
• Add to cart

Examples

• For time delay → wait until the configured delay passes
• For page scroll → scroll far enough down the page
• For exit-intent → move the mouse toward the browser tab area on desktop
• For add-to-cart → add a product to the cart

✅ Step 9: Check Device Visibility

Your Countdown may be configured to appear only on desktop or mobile devices.

Open your Countdown setup → Design tab → Visibility

Then verify whether it is set to:

• Desktop and Mobile
• Only Desktop
• Only Mobile

Example

If the Countdown is configured as Only Desktop, it will not appear on mobile devices.

✅ Step 11: Hard Refresh Your Page

Sometimes Shopify or your browser temporarily caches storefront assets.

A hard refresh usually fixes this instantly.

Windows

Ctrl + Shift + R

Mac

Cmd + Shift + R

This forces the browser to load the latest storefront assets instead of cached versions.

✅ Step 12: Check in Incognito Window

Certain visibility conditions behave differently for returning visitors.

For example:

• Existing session data
• Cached storefront assets
• Previous popup interactions

can prevent the Countdown from appearing again.

Try:

• Opening the storefront in Incognito Mode
• Testing from another browser
• Testing from another device

This helps confirm whether the issue is related to cache or visitor sessions.

Still Not Showing?

If you’ve tried all the steps above and the Countdown is still not visible:

1. Re-save the setup
2. Publish it again
3. Re-enable the App Embed
4. Test on a live product page
5. Test in Incognito Mode

If the issue still continues, feel free to contact us directly from inside the Hoppy Countdown app.

To help us troubleshoot faster, please include:

• Store URL
• Countdown type
• Screenshot of your setup
• Page URL where the Countdown should appear
• Theme name

We’ll be happy to help 🙌

Updated on: 03/06/2026