Favorites not showing or not saving: what to check

Buttons or hearts don't appear

1. Review the four steps in the setup guideCheck whether any of the four steps hasn't been done yet.
2. Check the product page and collection page blocksIn the theme editor, make sure the block has been added to each template.
3. Check hearts on cardsMake sure "Hearts on cards" is turned on in App embeds and "Show hearts on product and collection cards" is on in Appearance. Hearts appear only when both are on.
4. Check for theme differencesDepending on the theme, hearts may appear in a different position, or may not appear on some cards because of how the cards are built.

On pages where the app can't identify a specific collection or product, such as the page that shows all products (/collections/all), the block doesn't appear. In the theme editor, a note is shown instead.

Customers can't add favorites

• Check whether your store has reached its total limit: 30 on the Free plan, 5,000 on Basic (you can check this on the dashboard)
• Check whether the customer has reached the per-customer limit (500 products and 500 collections)
• Check whether a customer who isn't logged in has reached the limit of 50 of each
• If a connection error occurs, the message "Something went wrong. Please try again" appears. Wait a moment and try again

"Favorites" doesn't appear on the customer account page

1. Check that you use new customer accountsThe account page only appears in new customer accounts.
2. Check that the page is in the menuIn the customer account editor, make sure the "Favorites" page has been added to the menu.
3. Check that the customer is logged inOnly logged-in customers can use the account page.

Appearance changes don't show

• Did you click "Save" and see the success message?
• To change the color, shape, or text, are you on the Basic plan or higher?
• Is "Follow app settings" turned off in the "Favorite button" block on the product page? (If so, the block's own settings take priority.)
• Is the label text filled in and 30 characters or fewer?
• To change text for an English storefront, did you switch the admin language to English before editing?
• Has some time passed since you saved? (It may take up to about 5 minutes for changes to show in your store.)

Flow, customer tags, integrations, or add to cart aren't working

• Check your current plan. Shopify Flow triggers and automatic customer tags need Pro or higher. Klaviyo and webhook integrations and add to cart from the account page are Plus features
• On the Marketing screen, make sure each feature is turned on and that your Klaviyo key or webhook destination URL is set
• Data is sent to external services separately from saving and displaying favorites, and failed sends aren't retried
• Restock alerts only fire when a product changes from out of stock to in stock. The same customer isn't alerted again about the same product within 14 days
• "Add to cart" on the account page doesn't appear for sold-out products. The quantity is 1, and customers can change it on the cart page

A customer says their favorites disappeared

For customers who aren't logged in, favorites may disappear early because of how browsers work. The main causes are Safari's tracking prevention (ITP), private browsing, deleted site data, and switching devices or browsers. Ask customers to log in before saving. For details, see "How favorites work for customers who aren't logged in".

What to include when you contact us

• Your Shopify store URL and current plan
• The name of your theme
• What's happening, and the date and time it happened
• Where it doesn't appear (product page, cards, account page, and so on), with screenshots
• Whether the customer was logged in or not

FAQ