Articles on: Frequently Asked Questions

Common Issues

In this article, we listed some of the most common issues that Personizely customers encountered in the past, as well as the resolutions that you can try out yourself. If your attempts are unsuccessful, contact us ASAP, and we will help you find a solution in no time.

How can I edit the text from within the widget?

If you want to edit a text block inside a widget, click “Edit” on the text element, and type the text inside the widget. Third-party browser extensions such as add-blockers can sometimes interfere with the process, so in this case, it is advisable to disable them and repeat the process.

My widget is displayed on every single page load or too often overall.

By using Frequency rules, you gain complete control over how often your widgets are displayed, and you can change them any time you like in your widgets’ Display Options. We find that the following set-ups are a great way to start:

Stop showing after convert
Pause for 3 minutes once viewed 1 time

My widget is not displaying on my website.

Many issues can interfere with your widget displaying, and here are some of the most common ones:

You did not set up a Trigger in the Display Options. There must be at least one trigger set for every widget, including the Embedded ones.
The Personizely tracking code has been removed from your website. Please check if the Personizely code is installed properly on your website, using your browser's code inspector.
You set up your widget but did not activate it. Even when using the scheduling feature the widget needs to be activated by switching the toggle at the top. You can either do it during the setup process or in the Widgets tab.
Your Rules are not set up properly in the Display Options. Please double-check the rules that you are using. Make sure that they are not conflicting with each other, and none of them are restricting your widget from displaying.

Why did my widget suddenly stop working?

There are two most common reasons for your widget to stop displaying:
Your monthly visitor quota was exceeded, and you need to upgrade your plan.
The Personizely tracking code was removed from your website's pages.

I saved the changes I made to my widget, but I don’t see them on my website.

If you are making changes to a widget that's already displaying on your website, it will usually take only a couple of moments for them to be visible. However, in some cases, it can take up to 5 minutes for the changes to be propagated across CDNs global network.

[Shopify] The cart drawer isn't updating after I add an item to the cart from within a widget.

Personizely supports most Shopify themes, and the cart drawer should update when a product is added using a Personizely widget. However, there are still themes that we are either working on presently or for which it is impossible to set up a connection at the moment. If this is a persisting problem, a solution would be to redirect the visitor to the /cart page once they click the add to cart button.
If you are using a theme that is not yet supported by Personizely, please contact us, and we will be more than happy to help.

[Shopify] The “Add to cart” trigger is not working

Personizely supports most Shopify themes and tries to catch most add-to-cart events. However, there are still themes that we are either working on presently or for which it is impossible to set up a connection at the moment.
If you are using a theme that is not yet supported by Personizely, please contact us and we will be more than happy to help.

[Shopify] My upsell widget is replacing the original item from my cart instead of adding to them.

Please note that when using Personizely, the upsell widget will replace an item inside the cart with an upgraded version. On the other hand, cross-sell widgets will add items to those already in the cart.
Please, make sure that you are using the right Cart action option of the product element.

[Shopify] None of my widgets work on the pages from a 3rd party builder (ex: Pagefly, Zipify).

When you install Personizely, it adds its code only to the primary theme file, theme.liquid. If you use a 3rd party page builder, you need to add the Personizely snippet to those files as well:

Go to the page builder's base file.
Find the closing:
</head> tag:
Introduce the following snippet before the closing:
{% include 'personizely' %}

[Shopify] How do I login into Personizely if I installed the app from the Shopify app store?

If you create a Personizely account by installing the app via the Shopify app store, you don't have a password by default. In this case, the easiest way to log in is to go to the Apps section in your Shopify Admin panel and click the app name.

[Shopify] The cart progress element within my widget is displaying wrong messages

The cart progress element consists of more than one screens/messages. To edit any message, use the buttons at the bottom of the cart progress element to switch between them.

[Shopify] My widget suddenly stopped working.

If your widgets stopped working, it might be because your theme was modified, or the Personizely snippet was removed from your theme.liquid file. Please get in touch with us, and we will reinstall the code back to your website.

Updated on: 01/04/2022

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