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popCards Troubleshooting

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Experiencing an issue?
Find your situation below and follow the steps to resolve it.

Most issues are caused by display settings, visitor targeting settings, visibility settings, or incomplete setup.

Display & Visibility Issues #

Pop Card Is Not Appearing #

If your Pop Card is not displaying on your storefront:

Check visibility settings

  • Open the Pop Cards List View page.
  • Make sure the Pop Card is enabled in the Visibility column.

Verify display locations

  • Open the Pop Card and go to Settings.
  • Confirm the selected display location matches the page you’re viewing.
  • If using Custom Page, verify the page URL is correct.

Review targeting and display rules

  • Check Who to Show settings.
  • Check When to Display settings.
  • Check How Often to Show settings.
💡 Tip: Test using a private browser window to avoid saved cookies or visitor conditions affecting results.

Pop Card Appears at the Wrong Time #

If the Pop Card appears too early, too late, or not when expected:

Review display triggers

  • Open Behavior Settings.
  • Check the selected trigger:
    • Immediately
    • After Time
    • When Scrolled Down
    • When User Tries to Leave

Review frequency settings

  • Verify how often the Pop Card is allowed to appear.
  • A frequency setting such as Once Per Day may prevent repeated displays during testing.
💡 Tip: When testing, temporarily use Immediately and Every Visit to confirm the Pop Card is working correctly.

Pop Card Appears in the Wrong Position #

If the Pop Card appears in an unexpected area of the screen:

Check placement settings

  • Open the Pop Card.
  • Select Placement.
  • Confirm the selected placement matches your intended location.

Use Preview

  • Open Preview while adjusting placement settings.
  • Review how the Pop Card appears before saving.
💡 Tip: Some placements may look different depending on the size of the Pop Card and the visitor’s screen size.

Multiple Pop Cards Are Appearing at the Same Time #

If visitors are seeing several Pop Cards at once:

Review active Pop Cards

  • Open the Pop Cards List View page.
  • Check which Pop Cards are enabled.

Review targeting and page locations

  • Verify that multiple Pop Cards are not assigned to the same pages and audiences unintentionally.
💡 Tip: Showing too many Pop Cards at once can reduce engagement and create a distracting storefront experience.

Design & Content Issues #

Pop Card Design Looks Different Than Expected #

If fonts, colors, spacing, or layouts appear incorrect:

Review design settings

  • Check text, buttons, images, colors, and styling options.
  • Verify that all changes have been saved.

Check color contrast

  • Make sure text remains readable against the selected background colors.

Review layout selection

  • Some design options vary depending on the layout you selected.
💡 Tip: Use Preview frequently while designing to catch visual issues early.

Preview Looks Different From My Storefront #

If the Preview window looks different from what you see on your live storefront:

Review the storefront version

  • Open the actual storefront and test the Pop Card directly.

Check responsive behavior

  • Different screen sizes can affect spacing, positioning, and layout appearance.

Review page-specific content

  • Some pages may contain additional content that affects how the Pop Card appears.
💡 Tip: Preview is a helpful reference, but always verify the final experience on your live storefront before publishing.

Images Are Not Displaying Properly #

If images are missing, stretched, or not displaying correctly:

Verify the image upload

  • Re-upload the image if necessary.
  • Confirm the upload completed successfully.

Check image format

  • Supported formats include JPG and PNG.

Review image dimensions

  • Extremely large or unusually shaped images may affect appearance.

Use Preview

  • Confirm the image displays correctly before publishing.

Button or Image Links Are Not Working #

If clicking a button or image does not redirect visitors correctly:

Check the destination URL

  • Confirm the full URL has been entered correctly.
  • Verify the page exists and loads properly.

Test the link

  • Preview the Pop Card and click the button or image.
  • Test the link directly in your browser.
💡 Tip: Broken links can prevent visitors from reaching important pages and may reduce conversions.

Opt-In & Thank You Issues #

Opt-In Form Is Not Collecting Submissions #

If visitors can see the form but submissions are not being captured:

Verify the Pop Card type

  • Confirm you are using an Opt-In Pop Card.

Review form settings

  • Make sure required fields are present and configured correctly.

Test the form

  • Submit the form yourself to confirm the experience works as expected.
💡 Tip: Always test your signup flow before launching a campaign.

Thank You Message Is Not Appearing #

If visitors submit the form but do not see a confirmation message:

Check Thank You Confirmation settings

  • Open Thank You Confirmation.
  • Confirm Show a Thank You Message is selected.

Review the message content

  • Make sure a message has been entered and saved.

Redirect Is Not Working After Form Submission #

If visitors are not redirected after submitting the form:

Check the redirect option

  • Confirm Redirect Subscriber to a Page is selected.

Verify the destination URL

  • Ensure the URL is complete and valid.

Test the flow

  • Submit the form and verify the redirect works correctly.
💡 Tip: Incorrect URLs are the most common cause of redirect issues.

Thank You Email Is Not Sending #

If subscribers are not receiving the email:

Check email settings

  • Confirm Also Send a Thank You Email is enabled.

Review email content

  • Verify the subject and body have been completed.

Send a test email

  • Use the Test Email feature to confirm delivery and formatting.

Check spam or junk folders

  • Test emails may occasionally be filtered by email providers.

Coupon Code Is Missing From the Thank You Email #

If subscribers receive the email but the coupon code does not appear:

Review the email body

  • Check whether {{COUPON_PLACEHOLDER}} was replaced with your actual coupon code.

Verify the coupon exists

  • Confirm the coupon has been created in BigCommerce.

Save and retest

  • Save your changes and send another test email.
⚠️ Important: Replace {{COUPON_PLACEHOLDER}} with a valid coupon code before saving your setup.

Saving & Management Issues #

Changes Are Not Saving #

If updates are not being retained:

Save before leaving

  • Click Save after making changes.

Review required fields

  • Ensure all required fields are completed.

Refresh and verify

  • Reopen the Pop Card and confirm the changes were saved.
⚠️ Important: Leaving the page before saving will discard unsaved changes.

I Accidentally Deleted a Pop Card #

Deleted Pop Cards cannot be restored.

If the Pop Card was removed:

  • Check whether a duplicate copy exists.
  • Recreate the Pop Card if necessary.
⚠️ Important: Deleting a Pop Card is permanent and cannot be undone.

Before Contacting Support #

Before reaching out to support, try the following:

  • Review your Pop Card settings and visibility options.
  • Use Preview to test the experience.
  • Test the Pop Card on both desktop and mobile devices.
  • Verify any URLs, redirects, and email settings.
  • Temporarily simplify targeting and display rules while testing.
  • Enable only one Pop Card at a time when troubleshooting display issues.

If the issue continues after completing the steps above, contact the Epic Apps Support Team for assistance.

Still Need Help? #

If you’ve followed all troubleshooting steps and the issue persists:

You can:

  • Chat with our AI Support Assistant for quick guidance
  • Submit a support request through our Contact Support page
  • Or email us directly at support@epicshops.com

We’re here to help you get the most out of epicApps.

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