The Olvio widget appears on your product pages, where you added the Olvio — Product page block. If nothing shows there, work through these checks in order. If the widget shows but doesn't work as expected, see the last sections.

The widget stays hidden on your storefront until you choose a plan. It's hidden again if your subscription ends, for example when you uninstall Olvio: if you install it again later, you need to choose a plan again. If your subscription includes the 14-day free trial, the trial counts as an active plan, so the widget shows during it. Without an active plan, the widget doesn't show in the theme editor preview either, even when the block is in place.

To check, open Olvio in your Shopify admin. If it opens on the Plans page and the app menu shows no other pages, such as Conversations or Appearance, your store has no active plan. Choose a plan and approve the subscription in Shopify. See Subscribe to a plan and start your free trial.

After Shopify confirms your subscription, it can take a few minutes for the widget to appear. Reload the product page in a private browser window to check.

Olvio doesn't add itself to your theme. The widget only appears on product pages whose template contains the Olvio — Product page block. To add it, see Add the Olvio widget to your product pages.

While the setup guide on your Olvio Dashboard still shows the Open theme editor button, it's the fastest way: it opens your default product template with the Olvio block added in a new Apps section for you to preview. Click Save to add it to your theme.

If you've already added the block, check these points:

If you can't find the block in the theme editor, see Cannot find the Olvio block in the theme editor.

The Olvio block can only be added to Online Store 2.0 themes. On an older Online Store 1.0 theme, you can't add it from the theme editor.

When Olvio detects an Online Store 1.0 theme as your published theme, the Dashboard shows the warning Your theme is not compatible with Olvio's widget, with a Learn how to upgrade your theme button that opens Shopify's guide. Olvio shows this warning only if the widget has never appeared on your storefront, and it may not reflect a theme change right away. See Online Store 1.0 not supported — what to do.

If the widget disappeared after you published a different theme, check that the new theme is an Online Store 2.0 theme, then add the Olvio block to it. Apps you added to your previous theme aren't active in the new theme by default.

If you checked Hide the widget on languages Olvio doesn’t cover, the widget doesn't appear on storefront pages in a language it doesn't serve: a language outside your plan's allowance, one you didn't select in the Languages card, or one Olvio doesn't support. The setting also hides the Olvio Advisor on those pages.

The theme editor ignores this setting, whatever language you preview. So the widget can look fine in the editor and still be missing for shoppers who browse your store in another language.

To check or change the setting:

Starter serves your default language only. Growth serves your default language plus one other language: the one you select in the Languages card, or one Olvio picks for you if you never save a choice. If you uncheck that language and save, Growth serves only your default language. Scale serves every published language Olvio supports, unless you unchecked every language on Growth and saved: the widget then keeps serving only your default language after a move to Scale, and the Languages card on Scale has no language boxes to change it. Check a language again and save before you upgrade. If you've already upgraded, contact us: see Contact us and support hours. For more on languages, see Multi-language: choose which languages your widget serves.

If you're not sure which check applies, look for the block in the code of the product page:

If you can't find it, Olvio's code isn't on this page: either the block isn't saved on the template this product uses in your published theme (checks 2 and 3), or your Languages setting hides the widget in this page's language (check 4).

If you find it but the widget doesn't show, the block is in place. When Olvio has no suggested questions ready for a product, for example on its first visit or when they're due to be refreshed, the widget appears only once Olvio has written them, which can take a few seconds. Wait a moment and reload the page. If the widget still doesn't show, check your plan (check 1), then your Languages setting (check 4).

Contact us with your store's .myshopify.com address, the URL of a product page where the widget should appear, and the checks you've already done. See Contact us and support hours.