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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.
If you are still in the phase of adding Affirm to your Shopify website, we recommend visiting this article for more information.
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.
- 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:
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If you see "affirmShopify" more than twice in the Elements section of the Inspect window:
- Open a separate tab on your browser and go to your Shopify Apps.
- 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:
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At the top of the Inspect window, choose Console.
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Look for any red-colored console errors, similar to this:
- 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.