Survey not showing?

Quick checks when a survey doesn't show, or emails don't arrive.

First, try a private window

Open your store in a private (incognito) window. Once you answer or close a survey, it stops showing to you. This is the most common reason.

Then check these, in order

1. Is it Live? In Surveys, the survey should say Live, not Paused or Draft. New surveys start as drafts — open one and select Publish.

2. Is the place turned on? Open the survey and go to Channels. The place should show a short summary, not Off.

3. Is the app on in your theme? For the online store, see Turn on the app in your theme.

4. Is the block placed? If the place says Needs activation, add Askly's block in Shopify's editor. See Thank you, checkout, and account pages. For a survey inside a page, see Show it inside a page.

5. Are you on the right page and device? Check Where, Devices, and Who sees it here in the channel settings.

6. Is it shown to everyone? Under How often, How many of them see it set to anything other than All of them hides the survey from some visitors on purpose.

7. Is another survey in the way? Only one survey shows in each place. See Pick which survey shows first.

8. Has it ended? Open the survey's Settings → Schedule. Check the dates and whether it stops after a number of completed responses. In Channels, the place says Schedule has ended.

   

   If a survey stopped showing, check whether its end date has passed or its response limit was reached.

Illustration placeholder: A short checklist: private window, Live, channel on, app embed or block, page and device, how often, display order, schedule.

Emails not arriving

• Check the customer's spam folder.

• Using your own mailbox? Open Settings → Email delivery and select Send test email.

• For post-purchase emails, check the Trigger. After the order is delivered waits for the carrier's update.

• For team emails, make sure the address is confirmed under Emails to your team.

Not showing on POS

Using the home screen tile? Add it in the Smart Grid editor. See Point of sale.

Still stuck?

Contact support. Tell us the survey name, the page where you expected it, and what you saw instead.