Widget Not Displaying

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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.

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What this covers

• Pre-checks before troubleshooting
• Diagnosing why a widget is not appearing
• Fixes for each common cause
• Testing after a fix

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Before troubleshooting

Confirm which widget is affected and which symptom you are seeing:

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Inbox widget not appearing

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Check 1 — Verify the write_script_tags permission

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 If this permission is missing or was revoked, no widget will appear.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:

1. Go to Shopify Admin → Settings → Apps and sales channels
2. Find Galantis in the installed apps list and click it
3. Open the Permissions section
4. 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

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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:

1. Open your live storefront URL in a browser
2. Clear the browser cache (Cmd+Shift+R on Mac, Ctrl+Shift+R on Windows for a hard reload)
3. 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.

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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:

1. Open your live storefront in a browser
2. Open the browser developer tools (F12 or right-click → Inspect)
3. Navigate to the Console tab
4. 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.

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Check 4 — Verify widget settings are saved

If the widget was recently configured but not saved, the script tag may not have been written to Shopify. Steps:

1. Go to Inbox → Widget Settings in the Galantis dashboard
2. Confirm the settings are configured (button position, colors, label text)
3. Click Save — even if settings appear correct, re-saving forces a script tag write to Shopify
4. Return to your storefront and reload

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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:

1. Go to Inbox → Widget Settings and review the Display rules section
2. Confirm the pages where the button should appear are included in the display rules
3. Confirm the page you are testing on matches one of the included page patterns
4. Update display rules if needed and save

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Back-in-Stock widget not appearing

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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:

1. Go to Shopify Admin → Products → [Product Name]
2. Find the specific variant you are testing on and confirm its inventory shows 0
3. 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.

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Check 2 — Verify the write_script_tags permission

Same check as for the Inbox widget — see Check 1 above.

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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:

1. Go to Shopify Admin → Products → [Product Name]
2. In the Inventory section, confirm Track quantity is enabled
3. If tracking is disabled, enable it and set the inventory quantity to 0 for the out-of-stock variant

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Check 4 — Verify widget settings are saved

Same check as for the Inbox widget — go to Back-in-Stock → Settings, confirm configuration, click Save, and reload the storefront page.

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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.

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Widget appearing on in-stock variants

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.

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Form submission failures

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

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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:

• Widget appears on the correct pages (Inbox: configured pages; BIS: out-of-stock variants only)
• Widget does not appear where it should not (BIS: in-stock variants; Inbox: excluded pages)
• Widget button is styled correctly with your configured colors and label text
• Modal opens when the button is tapped
• Form submission creates a record (BIS: subscription appears in Back-in-Stock → Subscriptions; Inbox: initiates a conversation in Inbox)

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Related guides

• Inbox — Storefront Widget — Widget installation and placement options
• Inbox — Widget Appearance — Display rules and appearance settings
• Back-in-Stock — Widget Installation — BIS widget installation and verification
• Back-in-Stock — Product & Inventory Rules — How inventory quantity controls widget visibility
• Integrations — Shopify — Permissions — write_script_tags permission context