Common Issues
Most PerkStack questions come down to a handful of settings. This page lists the symptoms merchants run into most, with a clear fix for each. If something here doesn't resolve it, the FAQ and Status Reference cover more.
A storefront block isn't showing
Symptom: the loyalty launcher, review display, star badge, or another PerkStack block isn't visible on your live store.
Storefront blocks have to be added and turned on in your theme — installing PerkStack alone doesn't place them. Work through the Theme Setup checklist on your dashboard: it shows every block, whether it's active, and a Set up button that takes you straight to the theme editor to add it.
- Open PerkStack → Dashboard and find the Theme Setup card.
- Find the block that isn't showing and click Set up.
- In the theme editor, add or enable the block, then save.
- Refresh your storefront to confirm it appears.
A block shows "Not added" even though I added it
Symptom: you added the checkout, customer-account, or customer-page block, but Theme Setup still shows it as Not added.
These blocks report Active only after a real shopper has actually loaded them recently. A block you just added will keep reading Not added until a customer opens the page it's on. To confirm it's working, view the page yourself as a signed-in customer (or wait for normal traffic) and re-check the checklist afterward.
Points aren't being awarded
Symptom: customers place orders or take an action but don't receive points.
| Likely cause | How to fix it |
|---|---|
| The earn rule is turned off | Open Loyalty → Ways to Earn and confirm the rule (Purchase, Review, etc.) is active with a points amount set. |
| Birthday or referral rewards were never switched on | These two ship turned off. Enable them in Loyalty → Ways to Earn (referrals require Growth). |
| You've hit your monthly order cap | On Free and Essential, earning pauses once you reach the monthly order cap and resumes next month. Upgrade for a higher cap, or use Cap Recovery after upgrading to award missed points. |
| The customer is frozen | A frozen customer can't earn. Unfreeze them from the Customers list. |
| Purchase points are on a delay | If points delay is on, purchase points sit as pending for the delay period before landing. Check the customer's detail page for pending points. |
Reviews aren't appearing on the storefront
Symptom: a customer submitted a review but it isn't on the product page.
Only approved reviews show publicly. A review below your auto-approve rating — or one that contains a blacklisted word — waits in the moderation queue as Pending until you approve it.
- Open Reviews and filter by Pending.
- Approve the review.
- Confirm the Review Display block is added to your product template (see the first issue above).
Review request emails aren't sending
Symptom: customers aren't getting the emails asking them to review what they bought.
| Likely cause | How to fix it |
|---|---|
| Review requests are turned off | Turn on review request emails in Review Settings. |
| It hasn't been long enough yet | Requests send a set number of days after an order ships (7 by default). Recent orders may still be waiting out the delay. |
| You've reached your monthly email cap | On paid plans, outbound emails pause once you hit your monthly email cap and resume next month. Check usage in Email & Notifications or upgrade for a higher cap. |
The checkout or account block is missing
Symptom: the points display at checkout or the loyalty section in the customer account area isn't there.
- These blocks need the Essential plan or above and are only available on Shopify Plus stores (Shopify's checkout and account extensibility).
- If you qualify, add them from the Theme Setup checklist, which deep-links you into the right editor.
- Remember they only read Active after a shopper has loaded them — see the "Not added" issue above.
A feature looks locked or greyed out
Symptom: a setting is visible but disabled, with a message naming a plan.
Plan-gated features stay visible so you can see what they do, but they're disabled until you're on the required plan. The message names the plan that unlocks the feature. For example, VIP tiers and referrals need Growth, while CSV review import needs Studio. Check the Plans & Billing page to see what each plan includes, or the FAQ for a plan-by-plan breakdown.
Related
- FAQ: plans, pricing, and common product questions
- Status Reference: what each status means
- Theme Setup & Status: add blocks and check what's active
- Plans & Billing: what your plan includes