Troubleshoot popups
Fix Highlight popups that do not show, show too often or show twice: visibility, delay, frequency and the cookies popup.
Applies to: Highlight 4.1.0 and later. Added in: Highlight 1.0.0. Last checked: 2026-10-13 against Highlight 4.1.0.
Use this page when a popup from the Popups section does not behave as expected. The settings are in the popup's block: select the Popups section in the theme editor, then the block.
Why is my popup not showing?
Because a setting or your browser stops it on the page you are testing. Check these in order:
- Enable popup is on. New popups start with it off.
- Visibility includes the page: All pages, Homepage only, Product pages only, Cart page only, or All pages except the homepage.
- You waited for Show popup after, 1 to 60 seconds after the page loads.
- You have not closed this popup before in the same browser. Test in a private window.
- You are on the storefront, not in the theme editor. In the editor, popups never open by themselves; select the block to preview it.
Why does my popup show only once?
Because Highlight remembers the popup in the customer's browser when they close it, and waits for Popup frequency before showing it again: a day, a week or a month. A customer on another device or browser sees it again. To test it yourself, use a private window or clear the site data in your browser.
Why does my popup show again on every page?
Because the customer has not closed it. Highlight counts the frequency from the moment the popup is closed with its close button. Until then, it opens again on every page that matches Visibility, after the delay.
Why does my popup not show again after I edited it?
Because Highlight remembers each popup by its block, not by its text. Customers who closed it see the edited version only when Popup frequency has passed. To show it to everyone now, delete the block and add a new one with the same content.
Why do several popups open at the same time?
Because they share the same pages and similar delays. Popups stack on top of each other when they open together. Give each popup a different Show popup after, for example 5 and 30 seconds, or different Visibility pages.
Why do I see two cookie banners?
Because Shopify's own cookie banner and Highlight's Cookies popup are both on. Turn off Shopify's banner in Shopify admin → Settings → Customer privacy, so only the Cookies popup shows. Or delete the Cookies block and keep Shopify's banner. See Cookies popup.
Why does the cookies popup show to customers outside the EU?
Because Highlight shows the Cookies popup to every new customer, wherever they are, until they select Accept all cookies or Decline all cookies. It does not check the customer's region. If you need a banner only in some regions, use Shopify's own cookie banner, which follows your Customer privacy settings, and delete the Cookies block.
Why does the product popup show no rating?
Because it reads only Shopify's standard review metafields (reviews.rating), not the app chosen in Theme settings → Product card → Rating app. Review apps that write those metafields, such as Judge.me, show a rating; others do not.
Related pages
- Popups section: every popup type and its settings.
- Cookies popup: Shopify Basics.
- Better cookie popups for GDPR compliance: when a simple banner is not enough.
Troubleshoot the cart
Fix common Highlight cart problems: missing express checkout buttons, the free shipping bar amount and the terms checkbox.
What Highlight does not do
Limits of Highlight in one list: colors per section, custom fonts, per-market free shipping, unique badges outside collection grids, and what to do instead.