Campaign Live but notifications not showing: Troubleshooting

If your campaign is Live but notifications aren't showing, check theme extension activation, Account ID matching, data availability, and page/device targeting. Most issues are caused by missing theme extension activation.

Step-by-Step Troubleshooting

Step 1: Check Theme Extension

• Go to theme editor
• Verify "Social Proof Live" extension is toggled ON
• Check Account ID is entered correctly
• Save theme if you made changes

Step 2: Verify Account ID

• Click Settings (top right) (top right of the page)
• Copy your Account ID
• Go to theme editor → Extension settings
• Verify Account ID matches exactly
• Even one character off = won't work

Step 3: Check Campaign Status

• Go to campaign list
• Verify campaign shows "Live" status
• If shows "Draft": Click Edit → Change to Live
• Draft campaigns don't show notifications

Step 4: Test on Storefront

• Open your storefront in new tab
• Use incognito/private browsing
• Browse a product page
• Wait 10-15 seconds
• Notification should appear

Step 5: Check Targeting

• Edit campaign → Rule Options tab
• Verify "Show on Pages" includes page you're testing
• Verify "Device Type" matches your device
• If testing mobile: Must be actual mobile device

Step 6: Check Data Availability

• Recent Orders: Needs initial sync (wait 30 min - few hours)
• Product Views: Needs data collection after activation
• Static: Works immediately (no data needed)
• See notification type requirements

Step 7: Check Global Settings

• Go to Settings (top right) → Global Settings
• Verify "Initial Delay" and "Interval" are set
• Check "Maximum Notifications" isn't too low
• Defaults usually work fine

• Wait longer (up to 30 minutes)
• Check browser console for errors
• Try different notification type (use Static to test)
• Contact support with details

Next Steps:

• Go through each step above
• Fix any issues found
• Test again on storefront
• See "How do I activate the theme extension?" for help

Updated on: 03/01/2026