Troubleshooting

Work down this page in order. The first section fixes the majority of cases.

1 · No subscribers at all

If the embed is on and the list is still empty, in this order:

1. You enabled it on the wrong theme. Check the theme marked Current theme.
2. You are testing in the theme preview or editor. Service workers need a real page load on your storefront domain.
3. You are testing in private/incognito. Push subscriptions do not persist there.
4. You already dismissed or blocked the prompt. Browsers ask once. Reset it: padlock/tune icon in the address bar → Notifications → reset to Ask → reload.
5. You are testing on iPhone or iPad. Safari on iOS only delivers web push to a site added to the home screen. Test on desktop Chrome.

2 · A notification did not arrive

Check in this order:

Is the reminder or campaign active? Inactive reminders are not sent. A campaign must be published, not left as a draft.

Has enough time passed? Everything scheduled runs on a sweep every ten minutes, on top of whatever delay you configured. A 30-minute reminder can arrive at 40 minutes.

Did the trigger actually happen?

• Abandoned cart — the cart must be untouched for ten minutes. Adding an item resets the clock.
• Back in stock — inventory must genuinely cross from zero to non-zero, on a variant that shopper viewed while it was sold out.
• Price drop — the new price must be lower than the price that shopper saw.
• Welcome — only fires for a new subscriber. Existing subscribers never get it again.

Is the recipient still deliverable? A shopper who blocked notifications is undeliverable, and their browser does not tell your store — so they still appear in your subscriber list. See the note on unsubscribes.

Is your OS suppressing it? Focus assist, Do Not Disturb, and macOS notification settings all hide notifications that were delivered successfully. Check your system notification centre before concluding it was never sent.

3 · The whole subscriber list stopped receiving anything

This is the signature of a changed signing key. Your store’s keypair lives with your store’s session; if that session was wiped — most commonly by an uninstall/reinstall — a new keypair is generated and every existing subscription was signed with the old one.

Subscriptions signed with the old key are silently rejected by push services. The storefront repairs this automatically on each shopper’s next visit, so the list recovers as people return, but subscribers who never come back are lost.

Check Settings → Web Push for your current public key. And see the warning in Settings about avoiding uninstall/reinstall cycles.

4 · Duplicate notifications

Almost always two push apps on one storefront. If a previous provider’s script is still in your theme, shoppers can hold two subscriptions and receive everything twice — and neither app’s numbers will be trustworthy.

Remove the old provider’s embed or script tag. See Import and export.

5 · Revenue looks too low

It is a floor, not a total — by design. The click tag that carries attribution is valid for about 30 minutes, lives on one device’s cart, and can be dropped by a theme or app that rebuilds the cart. Cross-device purchases and delayed purchases are therefore never attributed.

Full explanation of every gap: Campaign results and attribution.

Still stuck

Two facts turn a support email into a same-day fix:

1. Your myshopify.com domain.
2. Whether Qpushly Embed is enabled on your live theme — check, don’t assume.

If it is about a notification that did not arrive, add the browser and OS of the device you expected it on, and roughly when you expected it.