Troubleshooting

Each problem below lists what you see, why it happens and how to fix it. If none of these match, contact support with your store URL and a screenshot.

Filters don't show#

Symptoms: there is no Filter button or filter sidebar, or a filter you expect is missing.

Cause: Vellora shows the filters that Shopify returns for the page. Shopify builds them from the filters you set up in the Search & Discovery app. If no filters are set up, or filtering is off in the section, there is nothing to show.

Fix:

1. Install Shopify's Search & Discovery app and add the filters you want, such as availability, price, product type, vendor, tags, variant options or metafields.
2. In the theme editor, open a collection template, select the Product grid section and check that Enable filtering is on. For the search page, check the same setting in the Search results section.
3. Check Desktop filter layout. With Drawer, filters open from the Filter button on desktop too. On mobile, filters always open in a drawer.

Filter values that match no products appear grayed out, and a filter only lists values your products actually have. If a value is missing, check the product data the filter uses, such as tags or metafields.

See Collections and filters and the Product grid reference.

Color swatches show as text buttons or empty circles#

Symptoms: a color option shows as text buttons instead of swatches, swatches are missing on product cards, or a swatch is an empty circle.

Cause: Vellora uses Shopify's own swatches. An option shows as swatches only when it's connected to a category metafield, such as Color, whose values have a color or an image. If the option is a plain text option, it shows as buttons or a dropdown. If a value is connected but has no color or image, its swatch is empty.

Fix:

1. In the Shopify admin, open the product, set its category and connect the option to the matching category metafield.
2. Under Content → Metaobjects, give each value a color or an image.
3. For product cards, turn on Show color swatches under Theme settings → Product cards. Cards show up to five swatches and a count of the rest.
4. For swatches in filters, set the color filter to show swatches in the Search & Discovery app.

Options with swatches always show as swatches, even when the variant picker's Style is set to Dropdown. See Swatches.

Metafield content doesn't show on the product page#

Symptoms: star ratings, chips or the fit scale are missing, show the default text on every product, or the fit scale always points to Runs small.

Cause: these blocks show what their settings contain. Unless a setting is connected to a product metafield, every product shows the same text. If the metafield is empty for a product, the block shows nothing or falls back.

Fix:

• Product rating: ratings come from Shopify's standard product rating metafield. Install a reviews app that writes to it. Products without reviews show no stars.
• Chips: connect the Chips setting to a single line text metafield, and separate the values with commas, for example Dry, Sensitive.
• Fit scale: connect Position to a metafield that holds a number from 0 to 100. Text that isn't a number counts as 0, which points to the left label.

To connect a setting, select the block in the theme editor and use the Connect dynamic source button next to the setting. See Metafields.

The cart opens the page instead of the drawer#

Symptoms: adding to cart or clicking the cart icon goes to the cart page when you want a drawer, or opens a drawer when you want the page.

Cause: the Cart type setting decides this for the whole store. With Drawer, adding a product opens the cart drawer. With Page, customers go to the cart page.

Fix: go to Theme settings → Cart and set Cart type. Cart features, such as the order note, discount code field, free shipping progress and recommendations, are also set there and apply to both the drawer and the page. The Cart drawer and Cart sections only set the color scheme and spacing.

If the cart page opens even with Drawer selected, check for apps or custom code that change the cart link or the add to cart form. See Cart.

The free shipping message doesn't show#

Symptoms: the free shipping progress bar is missing from the cart.

Cause: the bar only shows when Show free shipping progress is on, the cart has items, and the customer is shopping in your store's own currency. It's hidden in other currencies so it never shows a wrong amount.

Fix: check the setting under Theme settings → Cart, then test with your store currency. The bar is only a message. To offer free shipping, set up the rate in your Shopify shipping settings.

Cart recommendations are empty#

Symptoms: the "You may also like" area in the cart doesn't appear.

Cause: when Products is empty, Vellora asks Shopify for recommendations based on the first item in the cart. New stores and new products may have none yet, and the area stays hidden when there are none.

Fix: choose products in the Products setting under Theme settings → Cart, or set related products for your items in the Search & Discovery app.

Search suggestions don't appear#

Symptoms: typing in the search box shows nothing until you press Enter, or a product you expect is missing.

Cause: suggestions need two settings: Show search in the Header section, and Enable search suggestions under Theme settings → Search. Suggestions come from Shopify's predictive search, so they only include products, collections, pages and articles that are published to your online store. Sold-out products are listed last.

Fix: turn on both settings, then check that the product is active and available on the Online Store sales channel. To show or hide prices in suggestions, use Show price in suggestions. See Search.

Images are cropped or blurry#

Symptoms: a product, banner or card image cuts off the subject, or looks soft on large screens.

Cause: many sections and product cards use a fixed shape and fill it with the image, so parts of the image outside that shape are cropped. By default the crop is centered. Images that are too small are stretched to fill wide sections.

Fix:

• Set a focal point on the image in Shopify, from the image's edit options in the theme editor or in Content → Files. Vellora keeps the focal point in view when it crops.
• For product cards, set Image ratio under Theme settings → Product cards to Adapt to image to show whole images, or choose the shape closest to your photos.
• For full-width sections, upload images at least 2400 pixels wide. Vellora serves smaller versions to smaller screens, so large uploads don't slow down phones.

Animations don't play#

Symptoms: sections don't fade in on scroll, or drawers open without sliding.

Cause: there are a few normal reasons:

• The animation settings are off under Theme settings → Animations.
• The visitor's device is set to reduce motion. Vellora then turns off every animation.
• You're in the theme editor. Scroll reveals are off there so you can always see and select sections.
• The content is already on screen when the page loads. Vellora never hides content in the first screen, so it doesn't animate in.

Fix: check the settings, then preview the store outside the theme editor and scroll down the page. If you see sections stay hidden instead, contact support with the page URL and your browser. See Animations.

The language or country selector is missing#

Symptoms: you turned on Show language selector or Show country selector, but nothing appears.

Cause: each selector only shows when there is something to choose: more than one published language, or more than one country or region in your markets.

Fix: publish a second language under Settings → Languages, or add countries in Settings → Markets. See Translations and languages.

Quick add opens a pop-up instead of adding the product#

Symptoms: the quick add button on a product card opens a window with options instead of adding the product.

Cause: this is expected for products with more than one variant, or products that need a subscription option. The customer chooses options first. Products with a single variant are added to the cart straight away.

Fix: none needed. To hide the button, set Quick add to None under Theme settings → Product cards.