Most eLocate issues are caused by simple setup, visibility, or information settings and can usually be resolved in just a few minutes.
Find your issue below and follow the recommended steps.
Store Locations #
Why isn’t my store appearing in the Store Locator? #
If a store isn’t appearing in your search results, check the following:
1. Make sure the store is enabled.
If the store is disabled, it won’t appear in the Store Locator.
2. Check the store’s address.
Make sure the store has the correct address and map location.
3. Check the ZIP codes the store serves.
eLocate uses ZIP codes to determine which store locations match a customer’s search. Make sure you’ve added the ZIP codes that this store serves under Store Coverage.
For example, if you search for a ZIP code that isn’t included in the store’s coverage, that store won’t appear in the results.
4. If you’re using a Store Filter, check the filter settings.
A store may not appear when a customer narrows the search using a filter if the store doesn’t have the selected filter value assigned.
Make sure the appropriate filter values are assigned to the store under Store Filters.
Once you’ve checked the settings above, save any changes and try the same search again.
Learn more:
Why is my store showing in the wrong location on the map? #
The map location is based on the store’s address and map pin placement.
- Open the store location.
- Go to Address.
- Check that the address is correct.
- Click the map where you want the pin to be placed.
- Zoom in or out to help position the pin more precisely.
- Save your changes.
Learn more: Store Profile
Why aren’t my store hours showing? #
Your store may not show certain hours if the relevant day is not enabled or its operating times have not been set.
Check the store’s Hours of Operation settings:
- Make sure the appropriate days are checked.
- Make sure opening and closing times are selected.
- Remember that an unchecked day is treated as closed.
- Check whether a holiday notice is affecting the information displayed.
Save your changes and check the Store Locator again.
Learn more: Store Profile
Why isn’t my store’s filter information showing? #
If a filter category or value isn’t appearing for a store, check its Store Filters settings.
- Make sure the Global Filter category and values you need have been created.
- Make sure the appropriate values are assigned to the store.
- If the category should appear for this store, make sure its Visibility is On.
- If the category doesn’t apply to this store, turn its Visibility Off.
Save the store and check the Store Locator again.
Learn more: Store Filters
Global Filters #
Why can’t I find a filter category or value when assigning Store Filters? #
Store Filter categories and values come from Global Filters.
If the category or value you need isn’t available, create it under Global Filters first. Then return to the store and assign the appropriate values.
Learn more:
Why isn’t a Global Filter appearing in the Store Locator? #
A Global Filter may not appear if its Visibility is turned Off.
Open Global Filters and check that the filter’s Visibility is On.
If the filter should only appear for certain stores, also check the store’s Store Filters settings and make sure the category’s Visibility is On for that store.
Save your changes and check the Store Locator again.
Learn more:
Why isn’t my featured Global Filter appearing correctly? #
Only one Global Filter can be featured at a time.
If you feature another filter, the previously featured filter loses its featured position and the new filter becomes the featured filter.
Check that:
- The intended filter is set as Featured.
- If another filter was already featured, you confirmed the replacement.
- You clicked Update to save your changes.
Learn more: Set a Global Filter as Featured
Why aren’t my Global Filter changes reflected? #
If your changes aren’t appearing, first make sure you’ve saved the Global Filter.
If you changed filter values or their order, also check that the changes were saved before checking the Store Locator again.
Learn more:
Store Locator Features #
Why isn’t the Radius Filter appearing? #
The Radius Filter must be turned On before customers can use it.
Open Settings → Setup and make sure the Radius Filter toggle is On.
Save your changes, then check the Store Locator again.
Learn more: Radius Filter
Why isn’t my custom text appearing in the Filter Pop-up? #
The custom message only appears when Custom Text on Filter Pop-up is enabled and saved.
Check that:
- The feature is turned On.
- You’ve entered the text you want to display.
- You’ve clicked Save in the customization pop-up.
- You’ve saved the main settings.
Then check the Filter Pop-up again.
Learn more: Custom Text on Filter Pop-up
Why aren’t my Extra Tabs appearing? #
Extra Tabs must be enabled before they can appear in your Store Locator.
Check that:
- Extra Tabs is turned On.
- You’ve entered the information you want to display for at least one tab.
- You’ve clicked Save in the customization pop-up.
- You’ve saved the main settings.
Remember that the fields within each Extra Tab are optional, so you only need to complete the information you want to display.
Learn more: Extra Tabs
Store Locator Design #
Why aren’t my Store Locator color changes appearing? #
Make sure you’ve saved your changes in the Colors section.
If you’re using custom color values, check that the values are entered correctly, then refresh your Store Locator to check the result.
Learn more: Design
Why isn’t my Search Header displaying as expected? #
Check your Search Header settings and make sure your heading, subheading, results title, text colors, and background options are configured as intended.
Save your changes, then check the Store Locator again.
Learn more: Design
Website Integration #
Why isn’t my Store Locator page appearing on my website? #
If the Store Locator page hasn’t appeared on your BigCommerce website, check your Website Integration settings.
Make sure:
- Integrate eLocate to Your BigCommerce Website is turned On.
- The Website Page Name is filled in.
- The Website Page URL is correct.
- You’ve clicked Save.
After saving, eLocate automatically creates the Store Locator page on your BigCommerce website.
Changes may take up to a minute to appear, so check your website again after saving.
Learn more: Website Integration
Why aren’t my Website Integration changes appearing? #
Website Integration changes may take up to a minute to appear on your live website.
After saving your changes, wait briefly and refresh the Store Locator page.
If you changed the Website Page Name or Website Page URL, make sure you made the change through eLocate rather than directly in BigCommerce.
Learn more: Website Integration
How should I update my Store Locator page name or URL? #
Update the Website Page Name or Website Page URL through eLocate rather than editing the Store Locator page directly in BigCommerce.
After saving your changes in eLocate, allow up to a minute for them to appear on your live website.
Learn more: Website Integration
Google Maps #
Why isn’t my map loading? #
The Store Locator map depends on your Google Maps API key.
Check that:
- A Google Maps API key has been added under Settings → General.
- The API key was copied correctly into the Google Maps API Key field.
- You’ve clicked Save after adding or updating the key.
Then refresh your Store Locator and check the map again.
Learn more: General
Why is the map location inaccurate? #
If the map is showing a location that isn’t quite right, check the store’s address and map pin placement.
Open the store’s Address settings and make sure the address is correct. You can also click the map to place the pin where you want it and zoom in or out for more precise placement.
Save your changes and check the Store Locator again.
Learn more: Store Profile
Changes & Saving #
Why aren’t my changes appearing? #
If a change isn’t appearing, first make sure you’ve saved it.
Depending on what you’re editing, you may need to save the current section, customization pop-up, or store settings before the change is applied.
If the change is related to Website Integration, allow up to a minute for it to appear on your live website.
Then refresh your Store Locator and check again.
Learn more: Website Integration
Still Need Help? #
If the issue continues after trying the steps above:
- Review the relevant eLocate feature guide for more detailed instructions.
- Check your Store Locator again after saving your changes.
- Use the Help button inside eLocate for additional assistance.
- Contact our Support Team if you still need help.
We’re here to help you get the most out of eLocate.
