Docs / Troubleshooting

Troubleshooting

The problems we see most often, in the order worth checking. Almost all of them are configuration rather than faults, and most are fixed in under a minute once you know where to look.

Start here

The four checks that solve most cases

Whatever the app and whatever the symptom, run these before anything else. Between them they account for the large majority of tickets we receive.

Is a theme selected? Open Installation (Template Select in Search & Product Filter). If no theme is saved, the app is installed but nothing renders on your storefront.
Is the script on this channel? On a multi-storefront store, open Manage Scripts. The script only goes on the channel you installed on; every other channel needs it adding.
Is the master switch on? Each app has one in Settings. It is the fastest thing to rule out and the easiest to have left off.
Has a sync run since your change? Unless webhooks are delivering your changes, catalogue changes in BigCommerce do not reach the app until it syncs.

Check the channel selector at the top of the page before you change anything. Configuring the wrong channel produces exactly the symptom you are trying to fix, and it is the single most common cause of "I changed it and nothing happened".

Before you contact us

If the checks above do not resolve it, gather these three things. With them we can usually answer on the first reply instead of the third.

Your store hash.
Your App Support Pin, shown in the app sidebar.
A URL on your storefront where the problem is visible.

Nothing is showing

The filter or widget does not appear at all

Check	Where	What you should see
Theme selected	Installation, or Template Select in Search & Product Filter	Your theme saved in the template list. If it is not listed, submit a template request.
Script on this channel	Manage Scripts	The script present against the channel you are looking at.
Master switch	Settings	Switched on. In the Filter app this is App Master Switch; elsewhere it is the app's Enabled setting.
Subscription active	Billing (Payments in Make an Offer and Product Downloads)	No outstanding invoice. A failed payment takes the app off your storefront.
Trial expired	Billing	An expired trial behaves exactly like a failed payment.

A failed payment is the cause people rule out last and should rule out first. The app stops displaying on your store, and you will have had an email asking you to settle the invoice. Paying it restores the app immediately.

**Screenshot**The master switch, in Filter Settings.

It shows on one storefront but not another

This is nearly always the script, not a fault. Open Manage Scripts, find the channel that is missing it, and click Add Script.

Remember each channel is configured separately and needs its own subscription. Settings, filters and language on one storefront do not carry across to another.

It appears in the wrong place on the page

Themes structure product pages differently, so the apps give you placement options rather than assuming.

Product Questions — try the tab options first, then Backup placement, then Element selector with an insert method.
Product Downloads — Product Tabs is automatic; otherwise use the shortcode div or a target element.
Search & Product Filter — Filter Location and Filter Position control sidebar versus horizontal, and above versus below your existing sidebar content.

Quick search is not attaching to my search box

On a custom theme the app cannot always find the search input. Set Search bar class in Search Settings to the CSS class of your theme's search field, and quick search will attach to it.

Changes are not appearing

I changed something in BigCommerce and the storefront has not updated

The apps work from their own synced copy of your catalogue. Where webhooks are on, product, category and brand changes arrive by themselves within minutes. Anything else waits for a sync — this is by design and is what keeps large stores fast.

Run a sync. Open Product Sync and use Sync all data. If you only changed custom fields, Sync custom fields is much quicker.
Wait for it to finish. Depending on catalogue size this takes from about a minute to an hour.
Purge the cache only if it still looks stale. In the Filter app the cache clears itself after a sync, an import or a settings save, so purge by hand just for changes made outside the app. Use Purge all on the Filter Cache page.

Anything on this list needs a sync before it reaches your storefront:

Custom fields
Product options and variants
Metafields
Category structure
Prices and stock
New or removed products

I changed a setting in the app and nothing happened

Likely cause	Fix
Wrong channel selected	Check the channel selector at the top of the page, then make the change again on the right channel.
Cached results	The filter cache clears itself on a save or sync, so this is rare. Purge it on the Filter Cache page, then reload your storefront bypassing your browser cache.
Your browser cache	Hard reload the storefront page. Storefront scripts are cached aggressively by design.
Setting is mobile-only	Mobile Settings and each filter's Mobile Appearance do not affect desktop. Test on a phone.

A new product is not in the app

Run a sync. Products added in BigCommerce cannot be found in the app's product search — for attaching files, hiding from quotes, or adding search keywords — until a sync has pulled them in.

Search problems

Search returns nothing, or too few results

Setting	Effect	Try
Search Precision	Too tight and near-misses and typos are excluded.	Loosen it a step.
Minimum Score	Set too high, weaker matches are cut from the results.	Lower it.
Search Match Any	Off, every word in the query must match.	Turn on for long, descriptive searches.
Minimum Search Characters	Set high, short queries never run.	Two or three is usually right.
Ignore Words	An over-eager list can strip meaningful terms.	Review the list.
Exclude Products	The product may be deliberately excluded from search.	Check Exclude Products and Exclude Cat Products.

Use the Search Playground to test a query against your live index and see what comes back before you change anything on the storefront.

Customers cannot find a product I know we stock

Check the product first. Product Check takes a SKU and tells you which of the four causes applies — missing from the index, a category exclusion, a per-term exclusion, or a merchandising rule. Add the customer's search term to test that query specifically. It is faster than turning rules off one at a time.

Usually the customer's word is not your word. Two fixes, both immediate:

Synonyms — map their term to yours, so searching one returns the other.
Search keywords — attach extra terms to the product itself.

The Zero Search Results page lists exactly which searches are failing. Working through it is the highest-value half hour available in the app.

The wrong products come first

Relevance scoring decides ordering by default. To override it, use Search Priority for specific products against specific terms, or merchandising rules for ordering by condition. If you have set Priority Categories, check Priority Strength — set too strong it buries good matches from other categories.

Filter problems

A filter has duplicate or messy values

Different suppliers name the same thing differently, so Navy, Dark Blue and Midnight arrive as three values. Fix it with the Value Replacer, which standardises them inside the app without touching your BigCommerce data.

If the same option is defined separately on many products, turn on Merge Product Options. If you also want a swatch colour filter, turn on Merge for Swatch as well — without it, swatches and merging conflict.

Two filter panels are showing

Your theme's own filter is still rendering alongside ours. Turn on Hide Bigcommerce Filter in Filter Settings.

Filter values show a count of zero

Turn on Hide 0 Counts so customers never click into an empty result. If counts look wrong rather than merely unhelpful, run a sync, then purge the filter cache if they are still wrong.

The filter is slow on a large store

Turn on Hide Filter Counters. Calculating a count for every value is the expensive part, and removing it makes a real difference above roughly 50,000 products. On smaller stores it changes nothing measurable, so leave counters on.

Old filtered links have stopped working

Changing Filtered URL Format changes every filtered URL your store produces. Links customers bookmarked, or that you used in campaigns and emails, were built in the old format. Either change it back, or accept that historic links will not carry their filters.

Quotes and offers

A customer says they cannot send a quote request

In B2B Quotes, open Settings and check the spam protection before anything else. A request is refused if:

the email address or its domain is in Blocked emails, or is not in Allowed email domains;
Require at least one product is on and the quote cart is empty;
it was sent less than 3 seconds after the form opened (Block instant submissions);
the same request was sent twice within 10 minutes (Drop duplicate requests);
that visitor's network has sent 30 requests in an hour (Limit requests per visitor). Turn this off if many buyers share one network, such as a school or office.

A quote did not reach the customer

If the send fails, the quote stays in Draft rather than showing as sent. Fix the email settings (see below), then send it again from the quote.

The Make an Offer button says an offer is too low

Offers below the Minimum offer percentage are rejected before they reach you. It is set separately for Make an Offer and for Price Match; 0 means no minimum.

There is no "offer on your cart" button

Cart offers are off by default. Turn on the cart-page button in the Make an Offer settings. A cart that holds a hidden product, category or brand cannot be offered on.

Email problems

Emails stopped after I set up SMTP

The usual cause is a mismatch: the address you are sending from is not one the authenticated mailbox is allowed to send as. Most providers reject that outright.

Check the sending address matches the authenticated account, exactly.
Check port and encryption. 587 with TLS, or 465 with SSL.
Use an app password if your provider requires one. Microsoft 365 and Google Workspace usually do when two-factor is enabled.

Switching the provider back to FreshClick will confirm the app is working and isolate the problem to your mail server.

Emails are going to spam

Send through your own SMTP server so mail comes from your domain with your existing SPF and DKIM records, rather than from ours. This is the main reason to configure SMTP at all.

My team is not being notified of new submissions

Check the notification setting is on — New Quote Email Notification, New Offer Email Notification, or Send new question alerts to — and that it points at a monitored address. A shared inbox is better than an individual, which goes quiet the moment that person is on holiday.

Styling problems

It does not match my theme

Work through the built-in settings first — most stores never need CSS.

Colours: Active Color in the Filter app, Base Color in Quotes and Make an Offer, Button color and Text color in Product Questions.
Dark themes: turn on Dark Store Styling (Search & Product Filter).
Filter borders and spacing: Filter Styling, and Filter Checkbox Size for a narrow sidebar.
Anything else: the Custom CSS page in each app.

If CSS is not something you want to write, send us a ticket with a link to the page and what you want it to look like. Styling to match a theme is a normal part of support, not an extra.

Text is in the wrong language or wording

Use the Language page. Every piece of interface text can be replaced with your own wording, not just translated.

Billing problems

The app stopped working and I was not expecting it

Check Billing (Payments in Make an Offer and Product Downloads) for an outstanding invoice. When a payment fails, the app stops displaying on your storefront and an email is sent asking you to settle it. Paying restores the app immediately.

My package changed

Packages follow your product count and update automatically. You are only charged for the time spent on each package, calculated at the end of the month — so a catalogue that grows mid-month does not incur a full month at the higher rate.

I am being billed more than once

Each multi-storefront channel carries its own subscription. Several channels means several charges. If the number of charges does not match your number of channels, send us your store hash and we will check it.

I uninstalled but I am still being charged

Uninstalling triggers a confirmation email, and the subscription closes when you confirm it. If that email never arrived, the subscription is still open — contact us and we will close it.

I cannot open Settings or Billing in Product Questions

Settings, the Klaviyo and Zendesk integrations and billing are limited to Admins. Ask an Admin to change them, or to raise your role in Manage Users.

Site Tools sent an alert I do not recognise

A DNS change alert means your nameservers or mail servers changed, or the storefront stopped pointing at BigCommerce. If you did not make the change, check with whoever manages your domain. An order alert about a burst of failed checkouts can be card testing; its alert links to a fix guide.

Still stuck

Contact us

Raise a ticket from the Support link inside the app, or email support@freshclick.co.uk.

Include your store hash, your App Support Pin and a URL where the problem is visible. The support PIN lets us open your exact configuration rather than asking you to describe it, which is normally the difference between a same-day answer and a conversation.

If you are thinking about uninstalling because something is not working, talk to us first. Nearly everything we are asked to fix turns out to be configuration, and we would rather resolve it than lose you over it.