Both the Inbox chat widget and the Back-in-Stock subscription widget are injected into your Shopify storefront via script tags. When a widget is not appearing, the cause is almost always one of a small set of identifiable issues — a missing Shopify permission, a caching problem, a theme conflict, or a condition that has not been met for the widget to display.
This guide covers both widgets together since they share the same injection mechanism and the same diagnostic path.
What this covers
- Pre-checks before troubleshooting
- Diagnosing why a widget is not appearing
- Fixes for each common cause
- Testing after a fix
Before troubleshooting
Confirm which widget is affected and which symptom you are seeing:
| Symptom | Widget | Section |
|---|
| Chat button not visible on any page | Inbox widget | Inbox widget not appearing |
| Chat button not visible on specific pages | Inbox widget | Display rules and page targeting |
| Back-in-Stock button not visible on out-of-stock products | BIS widget | BIS widget not appearing |
| Back-in-Stock button visible on in-stock products | BIS widget | Widget appearing on in-stock variants |
| Widget visible but form submission fails | Either | Form submission failures |
Do not test widgets inside the Shopify theme editor or Customizer preview. The Shopify theme preview does not execute third-party script tags. Always verify widgets on your live storefront URL (e.g., https://your-store.com), not https://your-store.myshopify.com/admin.
The write_script_tags permission is required for Galantis to inject the widget script. If this permission is missing or was revoked, no widget will appear.
How to check:
- Go to Shopify Admin → Settings → Apps and sales channels
- Find Galantis in the installed apps list and click it
- Open the Permissions section
- Confirm
write_script_tags is listed as a granted permission
If the permission is missing:
- Uninstall and reinstall the Galantis app from the Shopify App Store — this re-initiates the permission grant flow
- Contact Galantis support if reinstalling is not practical
Check 2 — Clear browser cache and reload
Script tag injection can be cached by the browser. A widget that was configured after a recent change may not appear until the cache is cleared.
Steps:
- Open your live storefront URL in a browser
- Clear the browser cache (
Cmd+Shift+R on Mac, Ctrl+Shift+R on Windows for a hard reload)
- Check whether the widget now appears
If the widget appears after a hard reload, the issue was browser caching. Future visitors will see the widget after their own cache clears.
Check 3 — Check for JavaScript errors in the browser console
A script conflict with your Shopify theme or another installed app can prevent the Galantis widget script from loading correctly.
Steps:
- Open your live storefront in a browser
- Open the browser developer tools (
F12 or right-click → Inspect)
- Navigate to the Console tab
- Reload the page and look for JavaScript errors
If the console shows errors referencing the Galantis widget script or errors that appear to block script execution, note the error message and include it in a support ticket. A screenshot of the console errors is more useful than a text description.
If the widget was recently configured but not saved, the script tag may not have been written to Shopify.
Steps:
- Go to Inbox → Widget Settings in the Galantis dashboard
- Confirm the settings are configured (button position, colors, label text)
- Click Save — even if settings appear correct, re-saving forces a script tag write to Shopify
- Return to your storefront and reload
Display rules and page targeting
If the Inbox chat button is visible on some pages but not others, the issue is likely the widget’s display rules configuration.
Steps:
- Go to Inbox → Widget Settings and review the Display rules section
- Confirm the pages where the button should appear are included in the display rules
- Confirm the page you are testing on matches one of the included page patterns
- Update display rules if needed and save
Check 1 — Confirm the variant is genuinely out of stock
The Back-in-Stock widget only appears when the currently selected variant has inventory_quantity = 0 in Shopify. The widget does not appear for in-stock variants, regardless of widget configuration.
Steps:
- Go to Shopify Admin → Products → [Product Name]
- Find the specific variant you are testing on and confirm its inventory shows
0
- If the inventory shows a positive number, the variant is in stock and the widget is working correctly — it should not appear
Common source of confusion: A product page where all variants are in stock — the Back-in-Stock widget will not appear on any of them, which may look like a missing widget but is actually correct behavior.
Same check as for the Inbox widget — see Check 1 above.
Check 3 — Check inventory tracking is enabled
If the product has inventory tracking disabled in Shopify, Shopify does not report an inventory_quantity for variants. The widget cannot determine stock status and will not appear.
Steps:
- Go to Shopify Admin → Products → [Product Name]
- In the Inventory section, confirm Track quantity is enabled
- If tracking is disabled, enable it and set the inventory quantity to
0 for the out-of-stock variant
Same check as for the Inbox widget — go to Back-in-Stock → Settings, confirm configuration, click Save, and reload the storefront page.
Check 5 — Test on the live storefront, not theme preview
Repeat the same verification as for the Inbox widget — theme preview does not execute script tags. Test on your live URL.
If the Back-in-Stock widget button appears when a customer selects an in-stock variant, the issue is a stale page load — the widget is evaluating inventory data embedded in the page at load time.
Why this happens: The page was loaded when the variant was out of stock. The variant was restocked in Shopify after the page loaded. The widget does not re-evaluate inventory in real time — it uses the data embedded at page load.
Resolution: This resolves itself on the next page load. No configuration change is needed. The widget will correctly show or hide based on the current inventory state after any page refresh.
If the widget button appears and the modal opens correctly, but submitting the form fails, the issue is separate from the display/injection layer.
For the Inbox chat widget: When a customer taps the chat button and it fails to open WhatsApp or fails to pre-fill your business number, confirm:
- Your WhatsApp Business Account is connected under Settings → WhatsApp Connection
- The selected phone number is active and not in an error state
For the Back-in-Stock subscription form: When a customer submits their number but the subscription is not recorded in Back-in-Stock → Subscriptions:
- Check the browser console for network errors on the form submission request
- Confirm your WhatsApp Business Account is connected
- Contact Galantis support with the browser console error if the issue persists
Testing checklist after a fix
After applying any of the resolutions above, run through this checklist to confirm the widget is working end to end:
