Troubleshooting

Start by identifying the surface where the issue appears. A chart can look correct in the editor while a product assignment, theme placement, privacy setting, or plan allowance prevents the expected storefront behavior.

The widget is not visible#

Check:

1. the product is published and available in the tested sales channel;
2. the product resolves to a Published chart;
3. the assignment rule is correct;
4. the app embed or product page block is active in the correct theme;
5. the Theme Editor change was saved;
6. the product uses the edited template;
7. the launcher is not covered or positioned off-screen.

The app embed and product page block are separate. Verify the placement you actually expect to see.

The wrong chart appears#

Inspect assignment priority from most specific to least specific:

Product > Collection > Product type > Vendor > Tag > Entire site

An exact Product rule can override every broader rule. Check product membership, type, vendor, and tags as they currently exist in Shopify.

The chart looks correct in preview but not on the product#

The preview verifies design and content. It does not prove storefront eligibility. Confirm chart status, assignment resolution, theme placement, template, and product publication separately.

Customization did not update#

Check both save surfaces:

• Save inside Radiant for app customization;
• Save inside Shopify Theme Editor for placement changes.

Then verify the live theme rather than only a draft preview. Review Desktop and Mobile, and check whether Light, Dark, or System mode is producing the expected surface.

Language is unexpected#

When Language is Automatic, Radiant follows a supported active Shopify storefront language. English, Spanish, and Portuguese (Brazil) are supported; other storefront languages fall back to English.

Merchant-written chart content is not translated automatically. Confirm whether the unexpected text is app interface copy or merchant-authored content.

Smart Selector opens the full table#

Table-only behavior can be expected when:

• the assigned chart does not satisfy the Smart measurement contract;
• the chart is not Published;
• the product resolves to another chart;
• the active plan does not include Smart access;
• the merchant intentionally configured a table-first experience.

If the monthly Smart allowance is exhausted, the shopper instead sees that recommendations are temporarily unavailable and can choose View size table.

Do not change measurement labels merely to force Smart mode. Confirm the chart structure and source data first.

A Smart result seems wrong#

Verify:

1. the product resolves to the expected chart;
2. the chart ranges and units are accurate;
3. size labels match product variants;
4. relevant body areas are configured correctly;
5. the test inputs were entered in the selected unit system;
6. the result is being read as guidance rather than a guarantee.

Record the affected product, chart, inputs used for a synthetic test, and the visible result. Do not send real shopper body details to support.

Analytics is empty or incomplete#

Check whether Analytics is enabled and Shopify privacy permission allows the events. Recent add-to-cart and return attribution can depend on timing and eligible references.

Remember:

• conversion means add-to-cart after a consultation, not a paid order;
• attributed returns depend on processed or refunded Shopify quantities;
• turning Analytics off stops new events but does not erase existing reports;
• some detail depends on the active plan.

Billing or plan access differs#

Compare the plan shown in Radiant with the active Shopify app subscription. Paid access begins only after Shopify confirms the charge. Trial eligibility, taxes, proration, and invoice outcomes come from Shopify.

If they differ, capture a redacted screenshot from both surfaces and contact support.

Information to capture#

For a reproducible report, include:

• the .myshopify.com store domain;
• the affected product and chart names;
• the theme and product template;
• the exact steps;
• expected and actual behavior;
• approximate time and time zone;
• a redacted screenshot or short recording.

Never include passwords, verification codes, access tokens, payment-card data, real shopper body details, or full data exports.