Troubleshoot popups and overlays
Fix Borders popups: newsletter popups and popovers that do not show again, the cookies popover, age verification and the exit intent popup.
Applies to: Borders 3.1.0 and later. Added in: Borders 1.0.0. Last checked: 2026-10-13 against Borders 3.1.0.
Answers to the most common questions about the popups and floating elements of the Overlay group: the Newsletter popup, Popovers, Exit intent popup, Age verification and Rotating badges. How often popups show is explained on the Overlay group page.
Why does my popup not show again?
Your browser remembers that you closed it. The Newsletter popup, the Text popovers and the Exit intent popup stay away for the Popup frequency period after a customer closes them. Open your store in a private window to see the popup again, or clear the site data of your store in your browser. In the theme editor, select the section or block to open it.
Why does the popup show only once?
Popup frequency is set to Show each month. In Borders 3.1.0 this option shows the popup only once per browser: after the customer closes it, that browser does not see it again. Choose Show each week or Show each day for a popup that comes back.
Why does my popup show again when I change its text?
It does not, in Borders 3.1.0. A customer who closed the popup sees it again only after the Popup frequency period, even if you change the text. To show a new campaign to everyone, add a new Text popover block instead of editing the old one: a new block is remembered separately.
Why does my popup show on every page?
The customer has not closed it yet. Until it is closed, the popup opens again after its delay on every page the customer visits. Closing it starts the Popup frequency period.
Why do I see two cookie banners?
Shopify's own cookie banner and the Borders Cookies popover are both on. Keep one of them: turn off Shopify's banner in Shopify admin → Settings → Customer privacy, or remove the Cookies block from Overlay group → Popovers. See Cookie consent popup.
Why does the cookies popover show to every visitor?
Borders shows the Cookies popover to each customer until they select Accept or Decline, then remembers the answer in their browser. Whether consent is required in a region is set in Shopify admin → Settings → Customer privacy.
How do I test the age verification again?
Open your store in a new private window. Once a customer selects the enter button, their browser remembers it and never shows the message again. In the theme editor, the message shows only while the Age verification section is selected.
Why does the exit intent popup not show?
The exit intent popup reacts to the mouse moving to the top of the window, so it works on desktop only. It does not open in the theme editor either. Test it on a computer, in a private window of the live store. Check also that the customer has not closed it during the Popup frequency period.
Why did a rotating badge disappear?
The customer closed it with its close button. A closed badge stays hidden until the browser tab is closed. Badges can also be hidden by Visibility on the current page, or by Hide on mobile devices on phones.
Related pages
- Overlay group: how often popups show.
- Newsletter popup section: the sign-up popup.
- Popovers section: cookies and text popovers.
- Age verification section: the age confirmation screen.
- Exit intent popup section: the popup on leaving.
Troubleshoot the header, menus and drawers
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Fix Borders product and collection pages: swatches that do not show, cropped images, missing banners, filters and badges.