> For the complete documentation index, see [llms.txt](https://docs.globo.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.globo.io/askly-customer-surveys/help/troubleshooting.md).

# 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](/askly-customer-surveys/getting-started/enable-theme-embed.md).
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](/askly-customer-surveys/where-surveys-appear/channels/shopify-pages.md). For a survey inside a page, see [Show it inside a page](/askly-customer-surveys/where-surveys-appear/channels/online-store.md#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**, **Show to** set below 100% 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](/askly-customer-surveys/surveys/manage.md#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**.

> **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](/askly-customer-surveys/where-surveys-appear/channels/point-of-sale.md#add-the-tile-to-your-home-screen).

## Still stuck?

[Contact support](/askly-customer-surveys/help/contact.md). Tell us the survey name, the page where you expected it, and what you saw instead.