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Floaty Troubleshooting Guide

Use this guide to find and fix common issues with Floaty.

Buttons Not Showing on Store​

Your floating buttons are not visible on your online store.

Checklist​

  • App embed is enabled

    • Open the Floaty app
    • Click "Open theme editor"
    • Wait for the app embed to toggle on
    • Click Save in the theme editor

  • Button group is active

    • Open the Floaty app
    • Check that your button group shows as Active
    • Inactive groups are hidden from your store

  • At least one button in the group

    • Open your button group
    • Make sure you have added at least one button
    • Buttons must also be set to visible (not hidden with the eye icon)

  • Browser cache is cleared

    • Press Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac) to hard refresh
    • Or clear your browser cache manually

  • Theme supports app embeds

    • Floaty requires Online Store 2.0 themes
    • Themes published before 2021 may not support app embeds

Changes Not Saving​

You make changes but they don't apply.

Checklist​

  • Clicked the Save button

    • After editing, you must click Save
    • Closing the app without saving discards changes

  • No error messages

    • Look for red error messages after saving
    • If there's an error, read the message for details

  • At least one button in the group

    • Button groups need at least one button to save

  • Valid action values

    • Check that phone numbers, emails, and URLs are valid
    • For products and collections, make sure you selected one from the picker

  • Refresh the app

    • Close the Floaty app and reopen it
    • Check if your changes appear

App Not Working After Theme Change​

You changed your theme and Floaty stopped showing.

Checklist​

  • Re-enable the app embed

    • Each theme has its own app embed settings
    • When you switch themes, you need to enable Floaty again
    • Open the Floaty app and click "Open theme editor"
    • Make sure the app embed is on and save

  • Check theme compatibility

    • Make sure your new theme supports Online Store 2.0
    • Older themes may not support app embeds

  • Position may conflict with theme elements

    • Try changing the button group position
    • Options: bottom-right, bottom-left, center-right, center-left

Conflicts with Other Apps​

Floaty buttons overlap or conflict with other apps.

Checklist​

  • Change button position

    • Other apps may use the same screen position
    • Try moving Floaty buttons to a different position

  • Disable other floating apps temporarily

    • Turn off other floating widgets or chat apps
    • Check if Floaty works on its own
    • This helps identify which app causes the conflict

  • Contact support

    • If you identify a specific conflict, contact Floaty support
    • Include the name of the conflicting app

Button Actions Not Working​

Buttons appear but clicking them does nothing or goes to the wrong place.

Checklist​

  • Check action type

    • Make sure you selected the correct action type:
      • Link: Opens a URL
      • Phone: Initiates a phone call
      • Email: Opens the email app
      • Product: Goes to a product page
      • Collection: Goes to a collection page

  • Check action value

    For links:

    • URL must start with https:// or http://
    • URL must be complete and working

    For phone:

    • Number must include country code (e.g., +1234567890)
    • No spaces or special characters except +

    For email:

    • Must be a valid email address

    For product/collection:

    • You must select a product or collection using the picker
    • The product or collection must still exist in your store

  • Test on different devices

    • Phone links only work on devices with calling capability
    • Email links require an email app configured

What to Try Before Contacting Support​

  1. Clear your browser cache and refresh the page
  2. Try a different browser (Chrome, Firefox, Safari, Edge)
  3. Check if the app embed is enabled in your theme
  4. Toggle your button group off and on again
  5. Check on an incognito/private window to rule out caching issues

What Information to Send to Support​

When contacting support, include:

Required Information​

  1. Your store URL

    • Example: yourstore.myshopify.com

  2. Description of the issue

    • What you expected to happen
    • What actually happened
    • When the issue started

  3. Steps to reproduce

    • What actions you took before the issue occurred

  4. Screenshots

    • Screenshot of the issue on your store
    • Screenshot of your Floaty settings

Helpful Additional Information​

  1. Browser and device

    • Browser name and version
    • Desktop or mobile

  2. Theme name

    • The name of your Shopify theme

  3. Other apps installed

    • Names of other floating widget or chat apps

Contact Support​

If you've tried the steps above and still need help:

  1. Open Floaty from your Shopify admin
  2. Look for the support or help option
  3. Describe your issue with the details listed above

We typically respond within 1-2 business days.