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Why doesn't my promotional messaging work on Shopify?

  • Updated

Contents 

  1. Setting the stage

 

Shopify uses the Affirm Pay-Over-Time Messaging App to add Affirm Promotional Messaging to your product and cart pages. If you encounter issues with the app failing to connect to your Affirm account, here's a brief troubleshooting guide to help you out.

 

 

Setting the stage

If Promotional Messaging is not working, please ensure you go through these steps to prepare for resolution:

  • Make sure you're using a desktop or laptop as the app cannot connect to your Affirm account on mobile.
  • Clear cookies and cache on your browser. Click here for assistance on this process. We recommend trying these steps on a Chrome or Firefox browser.
  • Open a new tab and Log into your Affirm Merchant Portal.
  • Leave the tab open.

 

Shopify app enablement

Please check if the Shopify app is activated:

  • Simply right-click on the product page, select "Inspect," and look for "affirmShopify" (use command/control + F) in the Elements section of the inspect window.
    elements.png
     
    • If you don't see "affirmShopify", go to your Shopify Apps to enable the Affirm Pay-Over-Time Messaging App.
    • If "affirmShopify" shows up, you can move on to the next step.

 

Duplicate app scripts

In some cases, the Shopify app script can be duplicated. To troubleshoot, you can do the following:

  • If you see "affirmShopify" more than twice in the Elements section of the Inspect window:
    duplicate_error.png
    1. Open a separate tab on your browser and go to your Shopify Apps.
    2. Disable the Affirm Pay-Over-Time Messaging App.
  • If no, you can move to the next step.

 

Console errors

When the Shopify app script is not duplicated, we can check for any console errors related to the app:

  • At the top of the Inspect window, choose Console.
    console.png
  • Look for any red-colored console errors, similar to this:
    error_example.png
  • If you find any console errors, please:
    • Open a separate tab on your browser and go to your Shopify Apps.
    • Delete the Affirm Pay-Over-Time Messaging App.
    • Re-add the Affirm Pay-Over-Time Messaging App.
    • Once you agree to the App's terms, the App will detect an open Affirm dashboard session and redirect you to the Affirm Pay-Over-Time App configuration.

 

If you went through the above and still face issues, contact our Merchant Care team using the Business Resource Hub help widget or by submitting a ticket with the help widget within the Affirm Merchant Portal.

 

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