Troubleshooting

Common display issues and how to fix them

Overview Having trouble with labels or badges on your storefront? Most display issues fall into a few common cases and can be resolved quickly. This guide covers the most common issues with Fordeer Product Labels & Badges, including labels not appearing, displaying in the wrong position, or interfering with clickable elements on your store. 1. Labels or badges are not showing If your label or badge doesn't appear on the storefront, check the following first. Step 1: Make sure the app is enabled 1. Go to: Shopify Admin → Online Store → Themes → Customize → App embeds 2. Make sure Fordeer Product Labels & Badges is enabled, then save your theme. If you've recently changed or published a new theme, you may need to enable the app again for that theme. Step 2: Check the campaign status Open Fordeer Product Labels & Badges and check that the campaign you want to display is currently active. If the campaign is disabled, its labels or badges won't appear on your storefront. Step 3: Check the product conditions Make sure the affected product matches the conditions configured for the campaign. For example, check whether you've targeted specific: - Products - Collections - Tags - Variants - Other product conditions If the product doesn't match the targeting rules, the label won't be displayed. Step 4: Check your storefront again After making changes, save your settings and refresh your storefront. You can also open the page in an incognito/private window to check the latest version. Note: Custom or heavily modified themes may require additional configuration for labels and badges to display correctly. 👉 See the detailed troubleshooting guide for labels and badges not showing 2. Labels or badges are showing in the undesired position Sometimes a label appears somewhere it shouldn't, such as over the header, sidebar, announcement bar, search area, cart drawer, slider, or other storefront elements. If the label overlaps your header or sidebar This is commonly related to the theme's z-index, which determines which elements appear on top of others. Please contact our support team via live chat. Our team can check your theme and help adjust the display behavior. 👉 Learn how to fix labels overlapping the header or sidebar If the label appears in another unexpected location Please send us: - Your store URL - The affected page URL - A screenshot of the issue - The name of the affected campaign This will help our team identify which theme element the label is being attached to and resolve the issue faster. 3. I can't click a product or button after adding a label In some themes, a label or badge may unintentionally overlap another storefront element. For example, you may notice that a product card, product image, button, or link can no longer be clicked after a label is displayed. How to fix it First, temporarily disable the affected label campaign and check the storefront again. If the product or button becomes clickable again, please contact our support team and provide: - The affected page - The label campaign - The element you can't click Our team can check the theme and adjust the label placement so it doesn't interfere with shopper interactions. Important: If a label is preventing shoppers from clicking a product or button, we recommend contacting us so the issue can be resolved as soon as possible. Still having trouble? If you've tried the steps above and the issue still isn't resolved, our support team will be happy to investigate it for you. Before contacting us, please make sure the campaign you're having trouble with remains Active. We need the campaign to stay active so we can reproduce the issue and check how the label or badge is displayed on your store. You can choose one of the following options: Option 1: Set up a duplicated theme for label If you don't want to keep Label active on your live theme, you can duplicate your current theme and enable Label on the duplicated version instead. Make sure the affected campaigns remain Active, then send us the theme preview link and your store password, if your storefront is password-protected. This allows our team to investigate without affecting your live store. 👉 How to set up a duplicated theme for label testing Option 2: Give us collaborator access You can also provide our support team with access to your store using your Shopify collaborator request code. This allows us to inspect the theme and affected pages directly and identify the cause of the issue more quickly. When contacting us, please also include: - The affected page URL - The affected campaign name - A screenshot or screen recording of the issue 👉 Where to find your collaborator request code Important: Please keep the affected campaign Active while our team is investigating. If the campaign is deactivated, we may not be able to reproduce or identify the issue. We value your feedback — it helps us continuously improve ForDeer and provide you with a better experience. 🖥️ Demo store: Check out here with password: 1 👉 Chat with us: Share your feedback directly with our team. 👉 Email us: hi@fordeercommerce.io 👉 Explore more apps: Discover more ForDeer apps. 👉 Join our community: Join ForDeer Community to get the latest updates, tips, and special deals. 🕐 Working hours: 8:30 AM – 5:00 PM (UTC+7), Monday–Friday. We typically reply to live chats within minutes and emails within a few hours. Need help? Feel free to reach out anytime via live chat or email

Labels/badges are not visible on the storefront?

Fordeer hello to you! If the labels/badges do not show on your products, check the possible reasons why labels/badges are not showing: 1. The app is not activated in your theme If this is your first time using our app or you've just changed to a new theme, you need to activate the app in your theme first. The app is activated if you see this screen in our app and Theme Settings. 2. The label/badge has not been applied to an appropriate product After you select Specific products option, please choose a product of a group of products to apply it on. You can only show label/badge on up to 30 products when you are on FREE plan. Upgrade to higher plan to show label/badge on unlimited products. If you set other conditions for the label/badge to show on a group of products, please make sure that the condition is set up correctly. Feel free to contact our support team at any time to check on it for you. You can find the Tag/ Collection/Variant in the Product section of your Shopify Admin page. 3. The label/badge campaign has been disabled Kindly enable the status of the label/ badge campaign on the Labels and Badges page. 4. App/ Theme conflict Keep in mind that sometimes, it may take some time for your store to display the changes. In most cases, the label should appear immediately. However, sometimes the requests from your back-end to your front-end may take a bit more time. Additionally, if you're using a custom or highly-modified theme, minor issues may arise. Please be aware that this issue is common and often encountered by most Label apps. We need to embed our app into your theme to ensure that the labels show correctly on your store. But do not worry, our team can assist in resolving such conflicts via in-app live chat or by contacting us at hi@fordeercommerce.io. Rest assured, we'll prioritize addressing the issue promptly to ensure that labels/badges display correctly on your store. Besides, if you use a label, you can add label's snippet code to your code to make sure the label display on your storefront. If you use a badge, you can select adding badge's snippet code to your code or add badge block to your Theme Editor. If you use a Trust badge, you can select adding snippet code to your code or add block to your Theme Editor like a badge. Please give them a try and do not hesitate to contact us if you have any questions along the way. If the label still doesn't display, here’s what you can do: - Duplicate your live theme and activate our app embeds on the duplicated theme. - Share the preview link of the duplicated theme with us so we can investigate and resolve the issue without affecting your live theme. If your theme is password-protected, please provide the password as well. ( Click here to chat with us ) - While we work on the issue, you can temporarily deactivate the app embeds on your live theme. Thank you for your cooperation. We’re committed to resolving this issue for you as quickly as possible. Many thanks for taking the time and choosing us. We value your feedback — it helps us continuously improve ForDeer and provide you with a better experience. 🖥️ Demo store: Check out here with password: 1 👉 Chat with us: Share your feedback directly with our team. 👉 Email us: hi@fordeercommerce.io 👉 Explore more apps: Discover more ForDeer apps. 👉 Join our community: Join ForDeer Community to get the latest updates, tips, and special deals. 🕐 Working hours: 8:30 AM – 5:00 PM (UTC+7), Monday–Friday. We typically reply to live chats within minutes and emails within a few hours. Need help? Feel free to reach out anytime via live chat or email!

How to fix labels overlapping the header or sidebar?

Hello from Fordeer! If you are experiencing an issue where the label overlaps with your header on desktop devices or your sidebar on mobile devices, this is likely due to your store's z-index being smaller than our label's z-index. Solution: The fix for this issue is simple. Please contact us via live chat, and we will resolve the problem in just a few minutes. Additional Assistance: If the label is not showing on your store at all, please review the reasons why this might be happening or chat with us directly for a prompt resolution. We value your feedback — it helps us continuously improve ForDeer and provide you with a better experience. 🖥️ Demo store: Check out here with password: 1 👉 Chat with us: Share your feedback directly with our team. 👉 Email us: hi@fordeercommerce.io 👉 Explore more apps: Discover more ForDeer apps. 👉 Join our community: Join ForDeer Community to get the latest updates, tips, and special deals. 🕐 Working hours: 8:30 AM – 5:00 PM (UTC+7), Monday–Friday. We typically reply to live chats within minutes and emails within a few hours. Need help? Feel free to reach out anytime via live chat or email!

How to get the live chat support?

Hello from Fordeer! We hope you're having a great time using the Fordeer app! If you have any questions or need assistance while using our app, simply click on the blue chatbox icon located at the bottom right corner of our app screen. Our support team is ready to help with any questions you may have about using the Fordeer app. We're here to ensure you have the best experience with Fordeer! We value your feedback — it helps us continuously improve ForDeer and provide you with a better experience. 🖥️ Demo store: Check out here with password: 1 👉 Chat with us: Share your feedback directly with our team. 👉 Email us: hi@fordeercommerce.io 👉 Explore more apps: Discover more ForDeer apps. 👉 Join our community: Join ForDeer Community to get the latest updates, tips, and special deals. 🕐 Working hours: 8:30 AM – 5:00 PM (UTC+7), Monday–Friday. We typically reply to live chats within minutes and emails within a few hours. Need help? Feel free to reach out anytime via live chat or email!

Where to find Shopify's collaborator request code for access?

Overview When our support team needs access to your Shopify store to troubleshoot an issue or help with app settings, we may ask for your collaborator request code. This is a unique 4-digit code that allows us to send an access request to your store. Sharing the code does not give us immediate access. You’ll still need to review and approve our request first. How to find your collaborator request code Step 1. Go to Users and permissions You need to navigate to Settings > Users and permissions within your Shopify admin. Step 2. Find the Collaborators section Scroll down to Collaborators. Here, you’ll find your store’s unique 4-digit collaborator request code.  Send this code to our support team, and we’ll use it to submit a collaborator access request. For Shopify Plus stores If you’re using Shopify Plus, you can find your collaborator request code under: Settings → Users → Security You can also find out how to get your collaborator request code by referring to this Shopify help article: Collaborator access code Note: When we send you a collaborator request, it means we need access to your store, to help you with settings or fix the problem reported. We promise to be careful with every setting on your store. Important notes - Sharing your code only allows us to request access. You’ll still need to approve the request. - You can select Generate new code at any time. This will invalidate your previous code. - We only request the permissions needed to investigate your issue or help configure the app. - We’ll handle your store and settings carefully and won’t make unnecessary changes. We value your feedback — it helps us continuously improve ForDeer and provide you with a better experience. 🖥️ Demo store: Check out here with password: 1 👉 Chat with us: Share your feedback directly with our team. 👉 Email us: hi@fordeercommerce.io 👉 Explore more apps: Discover more ForDeer apps. 👉 Join our community: Join ForDeer Community to get the latest updates, tips, and special deals. 🕐 Working hours: 8:30 AM – 5:00 PM (UTC+7), Monday–Friday. We typically reply to live chats within minutes and emails within a few hours. Need help? Feel free to reach out anytime via live chat or email!

How to set up a duplicated theme for label testing?

Overview To help us check your Label/Badge campaigns without affecting your live store, follow the steps below to duplicate your current theme and enable Label on the duplicate. Once completed, please send us the theme preview link and your store password (if applicable) so our team can check the issue. Step 1: Deactivate Label on Your Current Theme 1. Go to your current theme and open App embeds. 2. Find the Label app embed and turn it off. Important: Remember to click Save after making the change. Step 2: Duplicate Your Current Theme 1. Go to Shopify Admin → Online Store → Themes. 2. Find your current theme, open the theme actions menu, and select Duplicate. 3. Wait for Shopify to finish creating the duplicated theme before continuing. Step 3: Enable Label on the Duplicated Theme 1. Open the duplicated theme and go to App embeds. 2. Find Label and enable the app embed. This allows us to test Label on the duplicated theme without affecting your live theme. Important: - Remember to click Save. - Activate the campaigns that you would like us to check. Step 4: Send Us the Theme Preview Link 1. Go back to Online Store → Themes and find the duplicated theme. 2. Click Preview to open the duplicated theme. 3. Copy the preview link from your browser and send it to us. Please send us: Your duplicated theme preview link. Step 6: Send Us Your Store Password If your storefront is password-protected, we will also need the password to access the preview. 1. Go to your store's password settings. 2. Find your store password. 3. Copy the password and send it to us together with your preview link. Please send us: - Duplicated theme preview link - Store password (if your store is password-protected) We value your feedback — it helps us continuously improve ForDeer and provide you with a better experience. 🖥️ Demo store: Check out here with password: 1 👉 Chat with us: Share your feedback directly with our team. 👉 Email us: support@fordeercommerce.io 👉 Explore more apps: Discover more ForDeer apps. 👉 Join our community: Join ForDeer Community to get the latest updates, tips, and special deals. 🕐 Working hours: 8:30 AM – 5:00 PM (UTC+7), Monday–Friday. We typically reply to live chats within minutes and emails within a few hours. Need help? Feel free to reach out anytime via live chat or email!

How to use snippet code to adjust label position on the storefront?

Overview Fordeer uses an automated algorithm to detect common components in your theme and display labels in the positions you've configured. In some themes, the app may not be able to detect the correct product image position. If your label does not appear properly, you can use Snippet Code to manually add the label to your theme. This guide explains how to add Snippet Code to your Shopify theme. Important: After creating a label, wait 10–15 seconds and check your storefront first. If the label displays correctly, you do not need to use Snippet Code. How do I add Snippet Code to my theme? Step 1: Create a label Make sure you have already created the label you want to display. If you haven't created one yet, click Create and complete your label setup first. Step 2: Copy the Snippet Code 1. Open your label and go to the Design tab. 2. Scroll down and expand Advanced, then find Snippet Code and click Copy code. Step 3: Identify the product image wrapper 1. Go to your storefront and open your browser's developer tools. 2. Navigate to the page where you want the label to appear and identify the outer wrapper of the product image. 3. Make sure the wrapper uses position: relative rather than position: absolute. Important: This step requires basic knowledge of HTML, CSS, and your Shopify theme structure. If you're unsure which element to use, contact our support team before editing your theme. Step 4: Open your theme code 1. From your Shopify admin, go to Online Store > Themes, then open Edit code for your current theme. 2. Find the Liquid file that contains the product image wrapper you identified in the previous step. 3. Double-check that you've found the correct element before making any changes. Step 5: Add the Snippet Code 1. Paste the Snippet Code you copied from Fordeer into the appropriate product image wrapper. 2. Click Save to apply your changes. Important: Each label has its own Snippet Code. If you want to manually display multiple labels, add the Snippet Code for each label. Step 6: Add the code to other pages if needed Snippet Code must be added to each relevant theme location where you want the label to appear. For example, if you want to display the label on Product pages, Collection pages, and the Homepage, you may need to add the Snippet Code to the corresponding Liquid files or sections for each location.. Step 7: Check the label on your storefront Visit the pages where you added the Snippet Code and make sure the label appears correctly on the product images. Before using Snippet Code Keep the following in mind: - Use Snippet Code only when Fordeer's automatic positioning does not display the label correctly. - Each label has its own unique Snippet Code. - The code may need to be added separately to different page templates or sections. - Editing theme code requires coding knowledge. - Consider duplicating or backing up your theme before editing its code. Tip: If you're unsure where to add the Snippet Code, keep the default label position and contact our support team. We can help you resolve theme compatibility issues without risking incorrect changes to your theme. We value your feedback — it helps us continuously improve ForDeer and provide you with a better experience. 🖥️ Demo store: Check out here with password: 1 👉 Chat with us: Share your feedback directly with our team. 👉 Email us: hi@fordeercommerce.io 👉 Explore more apps: Discover more ForDeer apps. 👉 Join our community: Join ForDeer Community to get the latest updates, tips, and special deals. 🕐 Working hours: 8:30 AM – 5:00 PM (UTC+7), Monday–Friday. We typically reply to live chats within minutes and emails within a few hours. Need help? Feel free to reach out anytime via live chat or email!