Troubleshooting and FAQ
This page answers common questions and fixes the issues merchants run into most, grouped by topic.
Connecting accounts
Section titled “Connecting accounts”My Instagram won’t connect. What’s wrong?
Section titled “My Instagram won’t connect. What’s wrong? ”The most common cause is a business account without a linked Facebook Page. Choose the Instagram with Facebook Page option when you add the account. Creator accounts without a linked Page get limited access.
My account shows Disconnected. How do I fix it?
Section titled “My account shows Disconnected. How do I fix it? ”This usually happens after a password change or after access was revoked on the platform. Reconnect by clicking + Add account again for that platform.
Can I connect more than one account?
Section titled “Can I connect more than one account? ”The Free plan supports one account. Pro and Plus support unlimited accounts. See Plans and billing.
Feed not showing on the storefront
Section titled “Feed not showing on the storefront”My feed isn’t in the theme dropdown.
Section titled “My feed isn’t in the theme dropdown. ”Only Active feeds appear there. Open the feed in FeedPulse and set its status to Active.
I added the block but nothing renders.
Section titled “I added the block but nothing renders. ”Confirm you picked the right feed in the block settings, and that your store uses an Online Store 2.0 theme.
How do I check my theme version?
Section titled “How do I check my theme version? ”In Shopify Admin, go to Online Store, and you’ll see all drafted themes and the one you’re already using. Themes released in recent years are Online Store 2.0. If you’re unsure, contact support with your theme name.
Posts not syncing
Section titled “Posts not syncing”My new posts aren’t showing up.
Section titled “My new posts aren’t showing up. ”Click Sync now in the Manage posts section to pull them immediately. Then confirm the post is included (the checkmark is on).
Some posts are missing from my feed.
Section titled “Some posts are missing from my feed. ”They may be excluded with the checkmark or still syncing. Check the Manage posts grid and toggle the ones you want to include.
Shoppable popup and add-to-cart
Section titled “Shoppable popup and add-to-cart”Products aren’t appearing in the popup.
Section titled “Products aren’t appearing in the popup. ”Make sure you’ve tagged products to the post (a Pro feature) and set Show product to On popup in the feed design. See Tag products to your posts.
Can shoppers pick a size or color in the popup?
Section titled “Can shoppers pick a size or color in the popup? ”Not yet. Add-to-cart adds the default variant. A size and color picker is planned for a future release.
Does add-to-cart reload the page?
Section titled “Does add-to-cart reload the page? ”No. It adds the item in the background, the cart count updates, and the shopper stays on the feed.
Performance and themes
Section titled “Performance and themes”Will the feed slow down my store?
Section titled “Will the feed slow down my store? ”No. The feed loads in the background and its images and videos load as the shopper scrolls, so it doesn’t block your page.
The feed looks broken in my theme.
Section titled “The feed looks broken in my theme. ”Heavily customized themes can sometimes conflict with the feed block. Contact support with your theme name for help.
Plans and analytics
Section titled “Plans and analytics”Why can’t I tag products?
Section titled “Why can’t I tag products? ”Product tagging is a Pro feature. See Plans and billing to upgrade.
Why don’t I see product-click data?
Section titled “Why don’t I see product-click data? ”Product clicks and cart adds are Pro analytics metrics. The Free plan shows views and clicks.
Does FeedPulse show revenue?
Section titled “Does FeedPulse show revenue?”No. FeedPulse reports product clicks and cart adds that start from your feed, not completed orders or revenue.
Contact support
Section titled “Contact support”If you’re still stuck, please contact our support team. To help resolve your issue fast, include:
- Your store URL.
- Your theme name.
- Which platform you connected (Instagram or TikTok).
- The feed name.
- A short description of what you expected and what happened.