Troubleshooting

Fast triage

1. Check that you are looking at the right theme and the right store.
2. Check that your changes are saved, in the app settings and in the Theme Editor.
3. Check that the FiveOh Core app embed is on.
4. Reload the storefront. Shopify caches pages, so a change can take a minute to show.
5. Then look below for your case.

Changes do not show on the storefront

1. Save in the app and in the Theme Editor, then reload.
2. Check that the block is placed in the template you are looking at. A block on the default product template does not show on products with another template.
3. After an import or many edits, FiveOh recalculates ratings and lists in the background. On large catalogues this takes a few minutes.

A block is blank or missing

1. Rating and review blocks need published reviews for the product, or for the chosen Review scope. Check Minimum reviews to show.
2. Trust signals hide themselves when their figure is outside the thresholds or there were no orders in the period. See Trust signals.
3. The Review Form only shows to the visitors Who can review allows.
4. Product card ratings need the snippet in your product card and the app embed. See Product Card Ratings.

Load more, filters, search or forms do nothing

The interactive parts need the FiveOh Core app embed. If it is on, check that you did not remove a data-fo-* attribute while editing a block’s structure: the script reacts to these attributes, not to classes. They are listed in HTML & JS.

A block shows a Liquid error

A Structure you edited has a mistake, like a missing {% endif %}. The error message names the line. To start over, remove the block and add it again, which brings back the default structure. See Customising blocks.

Texts stay in English on other languages

The texts of a block are in its Texts setting, which you translate in the Translate & Adapt app. See Texts in other languages. The reviews themselves are translated automatically, see below.

Reviews are not translated into a language

FiveOh translates reviews into every language you added to your store, when the review comes in or its text changes. Reviews that existed before you added a language are not translated into it. See Translations.

Reviews imported but not linked to products

Almost always a product identifier mismatch: SKU, barcode, Shopify GID or numeric ID. Keep one identifier strategy per source, pick the one that matches how the reviews were originally collected, and sync again after changing it.

New reviews do not arrive

1. For on-demand sources, run a Full sync or Incremental sync from the platform card.
2. REVIEWS.io: check that the webhooks are registered. Trustpilot: check that the Webhook URL is subscribed for the right review type (service or product).
3. Check the credentials (API key and secret, Store ID, Business Unit ID) and reconnect a source when its authentication has expired.
4. Reviews from your own forms may be waiting as drafts because of a moderation rule.

Stars do not show in Google

1. Check that the rating is visible on the product page and that Show product rating and reviews in search results is on in the FiveOh Core embed.
2. Test a product page in Google’s Rich Results Test. It should show one product with a rating. Two ratings mean your theme or another app outputs one too; turn one off.
3. Rich results take time: Google needs to recrawl the page after the change.

Access and permissions

1. Check that the app installation is healthy and its permissions are current.
2. Reconnect review sources when their authentication has expired.