Troubleshooting

Common issues and how to fix them. If your problem isn't listed here, email support@saasyllama.com.

Custom fields aren't showing on the product page

Cause: The VariantIQ App Block hasn't been added to the theme, or it's on the wrong product template.

Steps to resolve:

1. Go to Shopify admin → Online Store → Themes → Customize.
2. Using the top dropdown, navigate to Products → Default product.
3. In the left sidebar under Product information, check if VariantIQ Custom Fields is listed.
4. If it isn't, click + Add block and add it from the Apps section. Drag it above the Add to Cart button.
5. Click Save and reload the product page.
6. If you use a custom product template (e.g. product.bundle), switch to that template in the editor and repeat the block installation.

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Fields are showing but the product has no template linked

Cause: The product page block is active, but the product isn't linked to a template in VariantIQ.

Steps to resolve:

1. Open the VariantIQ dashboard and go to the Templates tab.
2. Open the template you want to use.
3. Click the Products tab and click Add Products.
4. Search for and select the product, then click Add.
5. Reload the product storefront page — the fields should now appear.

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Price adjustments aren't showing in the cart

Cause: The VariantIQ Options Fee system product was deleted or is set to Draft.

Steps to resolve:

1. Go to Shopify admin → Products and search for VariantIQ Options Fee.
2. If it doesn't exist, go to the VariantIQ dashboard. It will be recreated automatically on page load.
3. If it exists but has a status of Draft, open it and set the status to Active.
4. Test again by adding a product with a priced option to the cart.

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Cart total is wrong or doubled

Cause: Multiple instances of the VariantIQ App Block are on the same page, or the block is also present in the theme liquid.

Steps to resolve:

1. Open the Theme Editor and navigate to your product template.
2. Make sure VariantIQ Custom Fields appears only once under Product information. Remove any duplicates.
3. If you have custom liquid code that also injects VariantIQ fields, remove it — the App Block is the correct integration method.

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Conditional rules aren't firing on the storefront

Cause: Rules are only available on the Pro plan, or the template was saved before the rule was finalized.

Steps to resolve:

1. Confirm you're on the Pro plan — check the badge next to the page title in the VariantIQ dashboard.
2. Open the Template Editor, go to the Rules tab, and confirm the rule is saved and complete (all fields filled in).
3. Click Save Template again to force a re-publish.
4. Hard-refresh the storefront (Ctrl+Shift+R / Cmd+Shift+R) to clear any cached scripts.

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Analytics shows zero views despite active products

Cause: The App Block isn't installed, or tracking is being blocked by a browser extension.

Steps to resolve:

1. Confirm the App Block is installed (see the first troubleshooting item above).
2. Test in a private/incognito window to rule out ad blockers or browser extensions.
3. Views are only counted when the VariantIQ block renders — if no template is linked to the product, no view is recorded.

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Webhook isn't receiving data

Cause: The endpoint is paused, the URL is incorrect, or the endpoint is taking longer than 10 seconds to respond.

Steps to resolve:

1. Go to VariantIQ → Webhooks and confirm the endpoint is Active (not Paused).
2. Double-check the URL is correct and begins with https://.
3. Use Webhook.site as a temporary endpoint to confirm VariantIQ is sending data.
4. If using Zapier or Make, check those platforms' task history for incoming webhook events.
5. Ensure your endpoint responds within 10 seconds — VariantIQ does not retry timed-out requests.

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Still having issues?

Email support@saasyllama.com with:

• Your store URL (your-store.myshopify.com)
• A description of the issue
• The template name and product(s) affected
• Any error messages from your browser console (F12 → Console tab)

We typically respond within one business day.