FAQ

The questions support actually gets, with the answer and where to fix it.

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Setup

The Notify me button isn't showing on my storefront

Work down this list:

1. Is the app embed on in your live theme? Home → Live on your store shows it. Without the Notifylyst Restock Widget embed, no button works.
2. Is the selected variant actually sold out? On an in-stock variant — or one set to keep selling when out of stock — the button correctly shows nothing.
3. Did you save the theme? Theme-editor changes stay in your preview until saved.
4. Is there a button to show? Add the Notifylyst Restock Button block, or turn on the floating button.

Full walkthrough: Storefront widget.

Do I need to edit theme code?

No. Notifylyst is a theme app extension: you switch on its app embed and, if you like, add a block in the theme editor. Switching them off removes them completely. A theme developer can optionally add the form to collection cards with the cb-notifylyst-trigger class.

Web push never asks for permission

Browser push only prompts over HTTPS on your live domain — not inside the theme editor preview. On an iPhone, the shopper has to add your store to their Home Screen first.

Can shoppers sign up by WhatsApp?

They can choose it if you switch the channel on, but WhatsApp alerts aren’t being sent yet — the app shows WhatsApp as Coming soon. Until it is live, offer email, web push or SMS.

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Sending

Sign-ups are coming in but no alerts are going out

Work down this list:

1. Has the product actually come back? Alerts go out when Shopify reports stock above zero for that variant, and the product is Active and published to your online store.
2. Is your delivery rule holding them back? With Wait for the full quantity, a shopper who asked for 3 isn’t alerted when 1 comes back — see Delivery rules.
3. Are locations excluding the stock? With Count stock only at selected locations on, stock elsewhere doesn’t count.
4. Anything left to send with? Home → Needs your attention. When the allowance and wallet are empty, alerts wait until you top up — see Billing and credits.
5. Check the log. Analytics → Notifications shows whether an alert was sent at all.

A shopper says the alert never arrived

Two different questions, answered in two places:

• Was it sent? Analytics → Notifications.
• Was it delivered, or did it fail? Settings → Communication logs, which shows failed sends with the reason.

Also check that the shopper didn’t unsubscribe, and that their email isn’t under Blocked contacts. If you send through your own SMTP server, check that too — see Email sending and sender.

Everyone got alerted when only one unit came back

That is the default rule, Alert on any restock. If you’d rather alert only shoppers whose full requested quantity is in stock, choose Wait for the full quantity in Delivery rules.

Can a shopper be alerted twice?

Yes, if you have follow-up steps on — that is their purpose, and they stop once the shopper buys. Two identical messages usually mean two systems reacting to the same event: check whether both Shopify Flow and a webhook automate the same thing. See Integrations.

Do shoppers get a confirmation when they sign up?

Only the message in the form — Your notification has been registered. No confirmation email is sent.

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Billing

Why did this cycle cost more than last?

Usage → Open usage history is the ledger — every allowance, purchase and send. The items that surprise people most are follow-up steps (a two-step sequence to 500 people is up to 1,000 sends), report emails and exports.

SMS stopped but email still sends

SMS isn’t in any plan’s allowance; it is always paid from your wallet. When the wallet is empty, SMS alerts wait while email keeps using the plan’s allowance. Top up and the waiting SMS alerts go out by themselves — see Billing and credits.

Does unused allowance roll over?

No. The plan’s allowance refills each cycle and unused allowance lapses. Wallet credit is different — it stays until used or until its Valid until date, and a plan change doesn’t touch it.

Is there a fee to change plan?

No. Upgrades and downgrades are unrestricted, and nothing is quoted, withheld or owed. See Change your plan.

What happens to my data if I downgrade?

Nothing is deleted. Sign-ups, history and settings stay.

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Data and privacy

How does a shopper unsubscribe?

Every restock email has Unsubscribe and Manage Notifications links. Unsubscribing opens a confirmation page with two choices — this product only, or all alerts from your store. SMS and push messages don’t include these links. The unsubscribe and manage pages are on every plan.

After Unsubscribe from ALL, the shopper can turn alerts back on themselves by signing up again — by email they confirm through a link first. See A shopper manages their alerts.

Can I remove a sign-up?

There is no delete button in Analytics. A shopper can unsubscribe from the link in any email, and you can stop all messages to an address with Blocked contacts in Delivery rules.

Can I import my customer list?

Import requests, not customers. Someone who once bought a product didn’t ask to be told when it returns, and alerting them is unsolicited messaging that harms your sending reputation. See Import sign-ups.

Is my SMTP password safe?

It is never shown again after you save it, and no report, export, the REST API or the AI connector returns it.

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Still stuck?

Check Troubleshooting for the exact message you see. Otherwise email support (the address is under Help on Home) with your store domain, what you expected, what happened, and roughly when, with your time zone.

Troubleshooting

Every error message, what it means and the fix.