Troubleshooting

Common issues and solutions

Survey Not Appearing

Survey doesn't show on thank you page

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)

Data & Ratings

Test rating not showing in dashboard

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

Dashboard shows 0 responses but I have ratings

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)

NPS score calculation seems wrong

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.

Premium Features

Auto-tagging not working

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

CSV export button is disabled

Cause: CSV export requires an active Premium subscription.

Solution: Upgrade to Premium to unlock CSV export.

Can't find CSV file after 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

Billing & Subscription

Upgrade button not working

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

Charged but still on Free plan

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

Want to cancel but can't find option

Location: App dashboard → Settings → Scroll to “Current plan: Premium” section → Click “Downgrade to Free Plan”

Changes take effect immediately.

Still Stuck?

Contact Support

Get help with your issue and shop domain