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Survey Not Appearing

Solutions:
  • Ensure you haven’t gone over the 120 ratings per month if on the Free plan
  • Verify the extension is added to your checkout settings (Settings → Checkout → Customize)
  • Ensure you selected “Thank you” page (not other checkout pages)
  • Click “Save” in the checkout editor
  • Clear browser cache and try a new test order
  • Check that the extension is enabled (not hidden or removed)

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Data & Ratings

Solutions:
  • Wait 10-15 seconds and refresh the dashboard
  • Verify the order completed successfully
  • Check if you’ve exceeded the free plan limit
  • Try submitting another test rating
Solutions:
  • Hard refresh your browser (Cmd+Shift+R or Ctrl+Shift+R)
  • Clear browser cache
  • Try accessing from an incognito window
  • Check if you’re viewing the correct store (if you have multiple)
Remember the formula:
NPS = ((Promoters - Detractors) / Total) × 100
  • Promoters = Ratings 9-10
  • Passives = Ratings 7-8 (not counted in NPS)
  • Detractors = Ratings 0-6
Passives don’t affect the score directly, which can seem counterintuitive.

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Premium Features

Check:
  • Premium subscription is active
  • Auto-tagging is enabled in Settings
  • Settings were saved (wait 2 seconds after toggling)
  • Tags only apply to NEW ratings (not retroactive)
View tags: Go to Orders in Shopify admin → Select an order → Check Tags section
Cause: CSV export requires an active Premium subscription.Solution: Upgrade to Premium to unlock CSV export.
Check:
  • Your browser’s Downloads folder
  • Pop-up blocker settings (may block download)
  • Browser download settings
File name format: nps-responses-YYYY-MM-DD.csv

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Billing & Subscription

Solutions:
  • Ensure you’re logged in as store owner or have billing permissions
  • Check your Shopify subscription allows app charges
  • Try from a different browser
  • Contact Shopify support if issue persists
Wait: It can take a few minutes for subscription status to update.If still not working after 10 minutes:
  • Refresh the app dashboard
  • Check Settings to confirm Premium status
  • Contact support with your shop domain
Location: App dashboard → Settings → Scroll to “Current plan: Premium” section → Click “Downgrade to Free Plan”Changes take effect immediately.

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Still Stuck?

Contact Support

Get help with your issue and shop domain