If a popup is set to Active in Kovyo but never fires on the storefront, walk through these checks in order. The first three catch the vast majority of cases.

1. App embeds enabled?

This is the #1 cause.

  1. Shopify admin → Online Store → Themes → Customize on your live theme.
  2. Click the App embeds icon (puzzle piece) in the left sidebar.
  3. Kovyo Popup must be toggled on. If you also use the tracker, Kovyo Tracker must be on too.
  4. Click Save in the top-right.

App embeds are theme-scoped — if you switch themes, you have to toggle them on again on the new theme.

2. Popup status = Active?

In Kovyo: Popups list. The status badge next to the popup name should say Active. Drafts and paused popups don’t render even if the App embed is on.

3. Browsing as a returning visitor?

Each popup has frequency rules. By default we don’t show the same popup to the same visitor more than once per session. To force it:

  1. Open the storefront in a new incognito window.
  2. Or clear kovyo.session in the browser’s localStorage.

4. Page filters

In the popup settings, Show on pages restricts which pages trigger the popup. If you set it to “Product pages” and you’re testing on the homepage, the popup won’t fire.

5. Trigger conditions

Recheck the trigger:

  • Time delay 5s — wait 5 seconds on the page.
  • Scroll 50% — scroll halfway down a page that’s tall enough to scroll.
  • Exit intent — move the cursor toward the top-left of the browser window (close button area).

6. Console errors

Open DevTools (F12) → Console. If anything starts with [kovyo-popup], that’s the runtime telling you what’s wrong — copy/paste it to support.

7. Plan limits

The Free plan allows one active popup. If you have two and one isn’t showing, only one is actually being served.

Still stuck?

Email help@kovyo.co with:

  • Your storefront URL
  • The popup name
  • A screenshot of the App embeds tab
  • Any console errors