What should I check first?
- Check the staff member's publish statusIn the staff member's edit screen, check that "Publish to storefront" is on. The staff list doesn't show publish status. Unpublished staff are not shown.
- Check product tags on photosOn the staff detail page, check for photos with a "No products tagged" badge. Photos with no products tagged are not published to your store.
- Check the Storefront pageCheck "Setup status" for anything that isn't set up, and check the number shown for "Snaps that can display (published + products tagged)". If the screen shows "Why your snaps aren't showing on the storefront", follow what it says.
- Check the staff listCheck that the staff member is in the list. For automated lists, check that the staff member has the tags in the conditions.
- Check the theme editorCheck that the block is added to the page and saved. For the staff list block, also check that the right list is chosen in "List to show".
What if "Create template" doesn't appear?
If no staff member is published, you can't create the staff detail page template in the theme editor. First add at least one staff member with "Publish to storefront" turned on. If it still doesn't appear, use "Run setup again" on the Storefront page. You need a theme that supports Online Store 2.0.
What if I placed a block but nothing shows?
"Staff detail (staff page only)" can only be placed on staff detail pages, and "Staff snaps (product page only)" only on product pages. If you add one to a page where it can't be used, the theme editor shows "This block doesn't work on this page". Store visitors don't see this message.
What if snaps don't show on product pages?
The "Staff snaps" block for product pages only shows snaps that include that product in "Where to show this snap (product detail pages)". In the "Edit snap" screen, check that the product is included. Products you remove from tagging are also removed from where the snap is shown.
What if the slider or custom CSS doesn't take effect?
Slider display, modal display settings and custom CSS are Pro plan features. On other plans, snaps are shown in a grid with product pins, and custom CSS is not applied. The "Powered by Staff Snap- Shop the Look" credit at the bottom of blocks is hidden on the Basic plan and above.
What if a pin's product or position is wrong?
In the "Edit snap" screen, drag the pin to fix its position, check that it is linked to the right product, and save. Pin positions are stored as a ratio of the photo size, so they stay in the same place even when the screen width changes.
What if a CSV won't import?
Check the error rows in the import's validation preview. The row number and reason are shown. Also check that the file is UTF-8, has 1,000 rows or fewer, and includes the required columns (name for staff, title and type for lists).
What should I send if the problem isn't solved?
- Shopify store URL
- The staff name, staff list name and page URL involved
- What you checked and the results
- When it happened, and your device, OS and browser
- What you see on screen, without any confidential information
FAQ
My photos don't show on my store.
Check that products are tagged on the photo. Photos with no products tagged are not published to your store.
A specific staff member doesn't show in the staff list.
In the staff member's edit screen, check that "Publish to storefront" is on and that they are in the list you chose. For automated lists, the staff member needs to have the tags in the conditions.
Do I need to edit my theme after I edit a list?
No. When you save the list, the change appears on every page that uses that list.
I see 「画像の処理に失敗しました」 (Failed to process the image) when I upload a photo.
The format may not be supported. We recommend JPEG or PNG. HEIC uploads may fail depending on your environment. In that case, you'll see an error that includes 「画像の処理に失敗しました」 (Failed to process the image).
Sales analytics stays at 0.
Sales analytics is a Pro plan feature. It only counts purchases made after going from a snap's pin or list of items worn to a product page. Amounts are totals at the time the order was created, and cancellations and refunds are not reflected.
Is there anything I should do before removing the app?
If you don't want to keep the "Staff" page, select "Delete page" on the Storefront page before uninstalling. You can't delete it from the app after uninstalling. Delete templates manually in the theme editor. Your staff and snap data stays in your store, and you can use it as is if you reinstall. After reinstalling, you start on the Free plan.