Troubleshooting

“Liquid templates don’t support sections and blocks”

Your product page uses a classic Liquid template, which can’t accept app blocks. This is a Shopify limitation. Use the Liquid theme install guide — the snippet delivers the same widget.

The widget doesn’t appear

• Check the script tag. The snippet must include <script src="https://flow.hero-id.com/main.js" defer></script>. If it’s missing or points somewhere else, the widget can’t load.
• Check the mount point. There must be a <div class="hero-id-root"> on the page — the script replaces its contents.
• Customer-tag gating. If your shop restricts the widget to tagged customers, it only shows for logged-in customers whose tags match.
• Open your browser console and look for [Hero ID] messages, which explain what the widget is doing.

The widget shows but looks unstyled

The styles live in the {% style %} block at the top of the snippet. If you copied only part of the file, paste the complete hero-id-manual-embed.liquid so the styles come with it.

The page reloads endlessly

You’re loading the development bundle. Only https://flow.hero-id.com/main.js is supported on a live storefront — the dev bundle mocks Shopify globals and causes reload loops. Fix the script src.

The discount doesn’t carry to checkout

The verified discount is stored as a cart attribute and re-synced on each page load. If it isn’t applying, confirm the customer completed verification (they should see the “You’re verified!” state) and that your discount is active for their group in the Hero ID admin.

Still stuck?

Contact support with your store URL and the theme you’re using, and we’ll take a look — or install it for you.