The PopUp usually starts working immediately after setup — but sometimes a small configuration, visibility rule, or theme-related 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 PopUp 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
• 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 PopUp 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 Email PopUps
• Toggle it ON
• Click Save

Tip:

If it was already enabled, try closing the Theme Editor and reopening it, then enable the App Embed and click Save again.

✅ Step 2: Save the Setup

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

Open your PopUp setup → Click Save

✅ Step 3: Publish the Setup

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

Open your PopUp setup → Click Publish

Both actions are required.

⚠️ Saving alone does not make the PopUp live.

✅ Step 4: Check Scheduling Settings

Sometimes the PopUp is configured to appear later or may already have expired.

Open your PopUp setup → Placement/Targeting tab → Scheduling

Then verify:

• Start Date
• End Date

Example:

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

If the End Date has already passed, the PopUp automatically stops showing.

✅ Step 5: Check Geolocation Targeting

If Geolocation Targeting is set to specific countries, the PopUp will only appear for visitors from those locations.

Open your PopUp setup → Placement/Targeting tab → Geolocation Targeting

Then check whether your country is included in the allowed list.

Example:

If only United States is selected and you are visiting from India, the PopUp would not be visible unless you use a VPN or Shopify’s Preview feature.

✅ Step 6: Check Allowed UTM Sources

The PopUp can be configured to appear only for visitors coming from specific traffic sources.

This works using UTM parameters from platforms such as Facebook, Instagram, Google, TikTok, etc.

Open your PopUp setup → Placement/Targeting tab → Allowed UTM Sources

Then verify if there are any specific restrictions from the source.

Example:

If only Facebook is selected, the PopUp will appear only when visitors arrive through Facebook UTM links. Visitors coming directly will not see it.

👥 Step 7: Check Customer Targeting Settings

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

To verify this:

→ Open the PopUp setup

→ Navigate to the Placement/Targeting tab

→ Scroll to the Customer Targeting section

Check whether the setup is configured to show the PopUp only for:

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

Also verify that the current customer actually matches the configured targeting conditions.

⚠️ Example: If the PopUp is configured to show only for customers tagged as "VIP", then regular customers without the VIP tag will not see the PopUp.

💡 For testing purposes, it is recommended to temporarily select:

→ Show to all customers

This helps confirm whether Customer Targeting settings are causing the visibility issue.

✅ Step 8: Check Page & Trigger Settings

Your PopUp may be targeting specific pages or waiting for a trigger condition that hasn’t been met.

Open your PopUp setup → Placement/Targeting tab

Verify the following:

Page Targeting

Check whether the PopUp is set to appear on:

• Every page
• Home page only
• Specific product or collection pages
• Pages matching specific product tags

If you’re testing on a page that is not in the allowed list, the PopUp will not show.

Trigger Conditions

Check what trigger is selected:

• Time delay — make sure enough seconds have passed after the page loaded
• Page scroll — scroll down far enough to reach the required percentage
• Exit-intent — on desktop, move your mouse toward the browser tab or address bar
• Add to cart — add an item to the cart, or verify the cart value exceeds the threshold if that option is selected

✅ Step 9: Check Device Visibility

Your PopUp may be restricted to either desktop or mobile only.

Open your PopUp setup → Design tab → Visibility

Check whether it is set to:

• Desktop and Mobile
• Only Desktop
• Only Mobile

Example:

If the PopUp is set to Only Desktop, it will not appear when you test on a mobile device.

✅ Step 10: Check Display Frequency

If the PopUp is set to show only once per visit or has a frequency limit, you may have already triggered it.

Open your PopUp setup → Placement/Targeting tab → Display Settings

Check whether it is set to:

• Show every time
• Once every time anyone visits
• Limit frequency — with a cooldown in days

If it is set to Once every time anyone visits, the PopUp will not reappear until the visitor opens a new browsing session.

If it is set to Limit frequency, the PopUp will stay hidden until the cooldown period passes.

💡 The PopUp also stops showing automatically after a visitor submits the form.

✅ 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 reload the latest storefront assets instead of using cached versions.

✅ Step 12: Check in Incognito Window

Certain visibility conditions may behave differently for returning visitors.

For example:

• Existing temporary cache
• Browser-session conflicts

can prevent the PopUp from appearing again.

Try:

• Opening your store in Incognito Mode
• Using another browser
• Testing on another device

This helps confirm whether the issue is cache or session related.

✅ Step 13: Check for Theme Styling Conflicts

In some cases, the PopUp is actually loading correctly — but theme styling may be hiding it visually.

This usually happens because of:

• Custom CSS from other apps
• Theme overrides
• z-index conflicts
• Aggressive styling from page builders or animation apps

Open the Design tab inside the app and temporarily change:

• Background color
• Text color
• Border style

Then save changes and refresh the storefront.

If styling changes still don’t appear, your theme CSS may be overriding the PopUp styles.

In that case, you may need help from:

• Your developer
• Theme support team

Still Not Showing?

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

1. Re-save the setup
2. Publish it again
3. Re-enable 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 PopUps app.

To help us troubleshoot faster, please include:

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

We’ll be happy to help 🙌

Updated on: 03/06/2026