Troubleshooting

The notice is not showing

Work through these in order:

1. Is the notice placed? Assay switches it on but cannot place it. Add the EU legal guarantee notice block to your product template, or turn on the Assay EU legal guarantee app embed. See Add the notice.
2. Is it your live theme? A block added to an unpublished theme does not show on your store. In Online Store → Themes, check you edited the theme marked Current theme.
3. Is the notice switched on? In Assay’s Settings, Show the legal guarantee notice should be ticked. If it is off, Setup says so and offers Switch it on.
4. Is this product left out? Products whose type or tag you listed under Products to leave out show nothing. In the theme editor such a product shows a note, visible only to you.
5. Does the product use another template? Add the block to each product template your EU products use.

Still missing? Email [email protected] with your shop address and a link to the product.

The notice shows twice

You have both the app block and the app embed on. Use one: we recommend the block. Turn off the embed under App embeds in the theme editor and click Save.

The notice is in the wrong place

• With the app block: drag the block in the theme editor to where you want it, usually just below the Buy buttons, and click Save.
• With the app embed: the embed places the notice after the first match in Place after (CSS selectors). If your theme names its buy button differently, the notice may land elsewhere, or at the foot of the page. Switching to the app block is the reliable fix. If you need the embed, email us your theme’s name and we will suggest a selector.

The notice is too small or too large

Change Maximum width in Assay’s Settings (recommended 480px, minimum 360px). On Assay Starter and above you can also set Size on the block in the theme editor. Shoppers can click or tap the notice to see it larger at any size.

The notice is in the wrong language

The notice follows the language the storefront shows the shopper. If a shopper sees English instead of their language, check that the language is published in Shopify under Settings → Languages, and that Assay’s Language setting is Match the storefront language. See Languages.

A GARAN label is not showing

1. Are all three fields set? The product’s status in GARAN labels should read Complete. Incomplete means a field is missing; Does not qualify means two years or less.
2. Is the label placed? Add the GARAN durability label block, or turn on Also show the GARAN label in the app embed.
3. Is the label switched on? In Settings, Show the GARAN label on products that have one should be ticked.
4. Is the product left out in Settings?

A GARAN label shows a shortened brand or model

Brand and model identifier have room for 30 characters on the label. Assay will not save a longer value, and bulk apply skips products whose vendor or SKU is too long. Use a shorter form of the brand, as it appears on the product.

The app is slow to open

The first time you open Assay after a while, it reconnects to your store, which can take a few seconds behind Loading Assay…. After that it opens quickly.

Still stuck

Email [email protected] with your shop’s myshopify.com address, the product, and what you expected to see. A screenshot helps.