Troubleshooting

Common causes and fixes—focused on getting you unblocked fast.

The personalizer isn’t showing on the storefront

Confirm the ZenMerch app embed is enabled: Shopify admin → Online Store → Themes → Customize → App embeds → ZenMerch → Save.
Confirm you’re checking the same theme (Live/published theme vs draft theme).
Confirm the product is actually targeted by a template (Products assignment or Rules).
Check plan/usage: ZenMerch → Settings → Plan & limits. If a limit is exceeded and the personalizer is configured to hide, it won’t show on storefront until usage drops or you upgrade.
Hard refresh the product page, or test in an incognito/private window (reduces caching + extension interference).
Disable ad blockers / privacy extensions temporarily (they sometimes block embedded scripts).

You might have edited a different theme than the published theme.
You might have forgotten to click Save in Theme Editor.
In ZenMerch → Settings → Theme integration, use Refresh status after theme changes.

Confirm fields are correctly linked to layers (text → text layer, upload → image frame).
Refresh the product page and test again.
Check validation rules (required fields / limits) if input is being blocked.

ZenMerch → Settings → Notifications → confirm Webhook URL is a valid, publicly reachable HTTPS endpoint.
Click Send test webhook and check your server logs for the request and response status.
If you get 401/403, your endpoint is rejecting the request (auth/firewall/allowlist).

ZenMerch → Orders → exports may be restricted on some plans.
Check ZenMerch → Plans (billing) to confirm exports are included for your plan.

Your myshopify.com domain
The theme name you enabled ZenMerch on (Live vs Draft)
An example product URL + what you expected to see
Screenshots of Theme Editor → App embeds and ZenMerch → Settings → Theme integration