Troubleshoot popups and banners
Fixes for Kingdom popup problems: the newsletter popup not showing or showing too often, the cookie banner and the announcement bar.
Applies to: Kingdom 6.2.0 and later. Added in: Kingdom 2.0.0. Last checked: 2026-10-13 against Kingdom 6.2.0.
Answers to common problems with Kingdom's Popup section, the Cookies banner and the Announcement bar. All three remember what a customer did in that customer's browser, which explains most surprises.
Where to find it: Online Store → Themes → Customize → Announcement bar (top of the theme editor sidebar), Popup and Cookies (after the Footer group)
Why is my popup not showing?
Check these in order:
- Enable popup is on in the Popup section. It is off by default.
- Wait for Show popup after: the popup opens 5 to 60 seconds after the page loads.
- You closed the popup before, so your browser remembers it for the Popup frequency period. Test in a private window.
See Popup section.
Why does my popup show only once?
Because Popup frequency is set to Show each month. In Kingdom 6.2.0 that option behaves as "show once": after a customer closes the popup, it comes back only when you change the popup's heading or text. Choose Show each day or Show each week to show it again after 1 or 7 days.
Why does the popup show again to everyone?
Because you changed the popup's heading or text. Kingdom treats new content as a new popup and shows it again to every customer, even within the frequency period.
Why do I see the popup every time in the theme editor?
Because Kingdom does not remember a closed popup inside the theme editor, so you can always preview it. On the live store, customers see it only as often as Popup frequency allows.
Why do I see two cookie banners?
Because Shopify's own cookie banner, or a cookie app, is on as well as Kingdom's. Keep only one: turn off Show cookies notice in the Cookies section, or turn off Shopify's banner in Shopify admin → Settings → Customer privacy. See Cookies section.
Why does the cookie banner show in countries that do not need it?
Because Kingdom's banner shows to every customer who has not answered yet. It does not read your Shopify customer privacy region settings. To show a banner only in some regions, use Shopify's own cookie banner and keep Show cookies notice off.
Why did the announcement bar disappear for me?
Because you closed it with its close button. Kingdom then hides the bar in that browser for good, also after you change the message. Other customers still see it. Open your store in a private window or clear the site data in your browser to see it again. See Announcement bar section.
Why does my new announcement not reach customers who closed the old one?
Because the close is remembered per browser, not per message. Customers who closed the bar once never see it again in that browser, even after you turn off Show dismiss button. For messages that every customer must see, keep Show dismiss button off from the start.
Related pages
- Popup section: timing, frequency and content.
- Cookies section: the cookie banner and Shopify's consent.
- Announcement bar section: the bar above the sidebar.
Troubleshoot the cart
Fixes for Kingdom cart problems: the drawer not opening, express checkout buttons, discount codes, notes and the terms checkbox.
Troubleshoot images and videos
Fixes for Kingdom media problems: cropped slideshow images, uneven product cards, background videos on phones and popup videos that do not load.