Troubleshooting

Fast triage

1. Confirm you’re on the right theme and shop across every step.
2. Confirm the latest changes were saved — in both app settings and the Theme Editor.
3. Run one fresh sync/import from the app dashboard, then hard-reload the storefront.
4. Test with one minimal, known-good sample.
5. Use the section-specific notes below.

Changes not visible on the storefront

• Save in both app settings and the Theme Editor, then hard-reload.
• Confirm the block is enabled and placed in the correct template/section.
• Wait for background sync/import jobs to finish before retesting.

A block is blank or missing

• Purchase-signal blocks (Bestseller, Sold Count, Last Purchased, Returning Customers, Rating Share) hide themselves on purpose when they fall below their thresholds (minimum count/percent, maximum rank/age) or when there’s no order data for the chosen period. Check those settings first.
• Rating and review blocks need review data for the product — or the chosen scope, on the Rating Bar.
• Confirm the FiveOh Core app embed is enabled.

A placeholder shows as literal text

Only a block’s supported tokens are replaced — an unknown or misspelled token is left in the output as-is. Check names against the token reference. Common slips: use {rating} (not {rating_value}), {count} (not {count_text}), and {submit_all} / {submit_button} (not {submit}).

Reviews imported but not linked to products

Almost always a product identifier mismatch (SKU / Barcode / Shopify GID / Numeric ID). Keep one identifier strategy per source, pick the one matching how the reviews were originally collected, and re-sync after changing it. See the source pages under Collecting reviews.

New reviews not arriving

• For on-demand sources, run a Full sync or Incremental sync from the platform card.
• Reviews.io: confirm webhooks are registered. Trustpilot: confirm the Webhook URL is subscribed for the right review type (Service / Product).
• Re-check credentials (API key/secret, Store ID, Business Unit ID) and reconnect a source when authentication expires.

Reviews not translated into a language

Auto-translation targets your store’s published locales — confirm the language is published in Shopify’s markets/languages settings. Translations apply going forward; re-sync a source to reprocess older reviews.

Stars not showing in Google

• Confirm a review block is placed and rendering: view page source and check the review HTML and JSON-LD are present (they’re server-side, so they appear without running JavaScript).
• Rich results take time — allow Google to recrawl after placement.

Access and permissions

• Verify the app install is healthy and permissions are current.
• Reconnect integration sources when authentication expires.
• Check admin-level restrictions that can block settings or theme writes.