What should I check first?

  1. Check the app block placementCheck that an app block is placed on the page you are checking, in the checkout editor or customer accounts editor. Use "Thank You Account Builder" for the Thank you page, 「Thank You Account Builder (注文状況)」 (Order status) for the order status page, and 「Thank You Account Builder (マイページ)」 (My Page) for My Page. Blocks go live when you save them, so no "publish" step is needed.
  2. Check the codes in 「表示するブロック」 (Blocks to show)Check that the correct codes are entered in the placed app block's 「表示するブロック」 (Blocks to show). Codes that don't exist are ignored without any warning. If it is blank, all blocks are shown.
  3. Check the status in the block listOn the 「ブロック」 (Blocks) screen in the left menu, check that the block isn't marked 「プラン制限で非表示」 (Hidden by plan limit).
  4. Check display conditionsCheck the order amount, order count, customer tag, and guest checkout settings. Blocks that include an order amount condition are not shown on My Page.
  5. Check your planCheck that the page, block type, and conditions are available on your current plan.

What if only the image doesn't show?

Only images uploaded with 「画像を選択」 (Select image) in the block edit screen can be used (JPG, PNG, WebP, or GIF, up to 2MB). External image URLs can't be used. Check that an image is selected in the block edit screen, click 「保存する」 (Save), and then reopen the page.

What should I send if the problem isn't solved?

  • Shopify store URL
  • The page and block name
  • The conditions under which the block should appear
  • Date and time it happened, device, OS, and browser
  • What you see on screen (without any confidential information)

FAQ

A block doesn't appear for first-time buyers

The order count is the number of past orders, not including the current order. Check that the condition for first-time buyers is set to 「初回のみ（過去0回）」 (First order only, 0 past orders). To show it for guest checkouts too, set 「ゲスト購入（顧客情報がない場合）の扱い」 (Guest checkout handling, when there is no customer info) to 「表示する」 (Show).

A block doesn't appear for guest checkouts

With guest checkouts, the order count and customer tag conditions can't be checked, so the block follows the 「ゲスト購入（顧客情報がない場合）の扱い」 (Guest checkout handling, when there is no customer info) setting. The default is 「非表示にする」 (Hide).

The Thank you page and order status page show different blocks

The order status page checks conditions again using the latest customer information at the time it is opened, so the display may differ from the Thank you page.

Blocks don't appear on the page I set up

The Free plan covers the Thank you page only. Check that the page is available on your current plan.

Variables show the fallback text instead

Text variables are a Pro plan feature and are not replaced on the Free and Basic plans. Right after switching to the Pro plan, run 「既存顧客の同期（バックフィル）」 (Sync existing customers, backfill) on the 「変数設定」 (Variable settings) screen. For metafield variables, register the key in 「メタフィールド取り込み」 (Metafield import), click 「設定を保存」 (Save settings), and then run the sync again.

I can't save a block on the Pro plan

The Pro plan has unlimited blocks, but each store can have up to 50 blocks. Delete blocks you no longer need.

Can I see view or click counts?

ThankBuilder has no feature for measuring views or clicks. To see how a coupon performs, check the discount reports in Shopify.

Can I restore a deleted block?

Deleting goes live on your store right away and can't be undone. To hide a block temporarily, remove its code from 「表示するブロック」 (Blocks to show) in the editor.