Troubleshooting & FAQ
Start with four checks: the app embed is on, no two tasks start or end at the same moment, no product has left a collection that a task targets, and no tasks are left active when the app is uninstalled. Find your question below.
Quick diagnosis
Section titled “Quick diagnosis”The table gives the first thing to check. Each linked answer has the full list.
| Symptom | First thing to check | Full answer |
|---|---|---|
| Countdown timer missing | Is the app embed on? | Why is the countdown timer not showing? |
| Stock progress bar missing | The Stock inventory number against the product’s inventory | Why is the stock progress bar not showing? |
| Promotion banner missing | Is the app embed on and the banner Status Active? | Why is the promotion banner not showing? |
| Task stuck or did not start | Another task starting or ending at the same time, the task’s Status and start time | Why did my task get stuck or not start? |
| Prices look wrong | Do not delete the task, and contact support | What should I do if prices changed incorrectly? |
| Strikethrough price missing | The compare-at price is higher than the price | Why is the strikethrough price not showing? |
| Sale started or ended at the wrong time | The store time zone | Why did my sale start or end at the wrong time? |
| Some products did not revert | A product left the collection the task targets | Why did some products not revert after the sale? |
| Shoppers get a code on top of the sale price | A discount that applies to sale items | Do Shopify discount codes stack with my sale? |
| Badge shows a different percentage than the sale | Override cents | Why can the badge percentage differ from the real discount? |
| Task shows as updating and cannot be changed | The price change is still being applied | Can I stop a sale while it is applying? |
| Changed prices remain after removing the app | Tasks were active at uninstall | What happens to my prices if I uninstall the app? |
How will prices change when I create a Price Edit task?
Section titled “How will prices change when I create a Price Edit task?”The price, the compare-at price or both change according to the rule you set: an increase, a decrease or a new value, by percentage or by amount. For example, a rule that increases the price by $100 takes a product from $320 to $420, and a compare-at price of $500 stays at $500.
The same example as a table:
| Product | Before | After |
|---|---|---|
| A | Price $320 | Price $420 |
| B | Price $320, compare-at price $500 | Price $420, compare-at price $500 |
A compare-at price left in place next to a raised price can look like a sale, so it should be a price you really charged.
More: Price Edit tasks.
How will prices change when I create a Flash Sale task?
Section titled “How will prices change when I create a Flash Sale task?”The change depends on the field you set the discount on: Price or Compare-at price.
Price field. The discount is calculated from the original price. During the sale, the original price is shown as the compare-at price. Any previous compare-at price returns after the sale ends.
Compare-at price field. The discount is calculated from the original compare-at price. On a product with no compare-at price, the price stays the same and a new compare-at price is added.
Examples with a 50% discount:
| Field chosen | Before | During the sale |
|---|---|---|
| Price | Price $320, no compare-at price | Price $160, compare-at price $320 |
| Price | Price $320, compare-at price $500 | Price $160, compare-at price $320. The old $500 returns after the sale. |
| Compare-at price | Price $320, no compare-at price | Price $320, compare-at price $640 (a new one is added) |
| Compare-at price | Price $320, compare-at price $500 | Price $250, compare-at price $500 |
A compare-at price shown to shoppers should be a price you really charged. Rules differ by country: see the EU 30-day lowest price rule.
More: Flash Sale tasks.
Is there a limit to the number of products in a task?
Section titled “Is there a limit to the number of products in a task?”Paid plans have no limit on the number of products in a task. The Free plan covers 50 product variants in total across your active tasks.
Limits count variants, not products. More products mean more time to process: it takes about 5 minutes for every 3,000 product variants. See Plans and limits.
What should I do if prices changed incorrectly?
Section titled “What should I do if prices changed incorrectly?”- Contact support immediately at support@pricedip.app.
- Say which task and which products are affected.
- Until support replies, we suggest not starting new tasks on the same products.
- Do not delete the task. Deleting an Active task leaves its prices as they are, and the change becomes permanent.
How does price revert work?
Section titled “How does price revert work?”Flash Sale tasks. When a Flash Sale task ends, both the price and the compare-at price revert according to the revert rule you set.
Price Edit tasks. A Price Edit task reverts only the field it changed.
Revert rules. Revert to original price restores the original price and discards any edit made outside the app while the task was running. Revert to the last price edited keeps a price that was edited outside the app during the task.
When several Flash Sale tasks run on the same product, reverting the last one returns the product to its original price, which undoes the earlier ones as well.
| Step | Price of product A |
|---|---|
| Original price | $100 |
| Flash Sale 1, 50% off | $50 |
| Flash Sale 2, a further 20% off | $40 |
| Revert | $100, the value before the first task was created |
More: How price reverts work.
Can I run multiple tasks at the same time?
Section titled “Can I run multiple tasks at the same time?”Several tasks can be active over the same period. Our advice: keep each product in one active task at a time, because overlapping tasks interact:
- A second Flash Sale task takes its percentage off the price the first one already lowered, so the price is lowered twice.
- When the second Flash Sale task reverts, the product returns to its original price, which undoes the first Flash Sale task as well.
Why is the countdown timer not showing?
Section titled “Why is the countdown timer not showing?”The countdown timer is part of Flash Sale tasks, and it shows only when your plan includes it, the app embed is on, the task is Active and the product is in the task. Work through these checks in order:
- Your plan includes the timer. The countdown timer requires a paid plan.
- The app embed is on for the live theme: Online Store > Edit theme, then the App embeds icon in the sidebar. See Enable the app embed.
- Display countdown timer is ticked on the task’s Schedule tab.
- The task is Active and inside its schedule: it has started and has not ended.
- The product is in the task.
- You are looking at a product page. The timer only appears there.
More: Countdown timer.
Why is the stock progress bar not showing?
Section titled “Why is the stock progress bar not showing?”- Check that the app embed is on.
- Check that Display stock progress bar is ticked on the Flash Sale task’s Display settings tab.
- Compare the product’s stock with the Stock inventory number in the task. The bar shows while the product still has stock and that stock is no higher than the Stock inventory number. It is hidden when the product is out of stock, and when the stock is higher than the number you entered.
- Check that the task is Active and inside its schedule.
More: Stock progress bar.
Why is the promotion banner not showing?
Section titled “Why is the promotion banner not showing?”Make sure the app embed is turned on and the banner Status is set to Active in the app’s Settings. If the banner has a schedule, check that the current time is between its start and end. The banner does not appear on the checkout page.
More: Promotion banner.
Why isn’t the badge, timer or banner showing on my store?
Section titled “Why isn’t the badge, timer or banner showing on my store?”The usual cause is that the app embed is off in your live theme. Go to Online Store > Edit theme, click the App embeds icon in the sidebar, switch on the app’s embed (green and yellow icon) and click Save. Our advice: clear your browser cache and check again, so a saved copy of the page does not hide the change.
If the widget still does not show, use its own answer: countdown timer, stock progress bar or promotion banner. For the flash sale badge, check that Display flash sale badge is ticked on an Active Flash Sale task that includes the product. See Flash sale badge settings.
Why did my task get stuck or not start?
Section titled “Why did my task get stuck or not start?”A task can get stuck when two tasks are scheduled to start or end at the same time. When two tasks start together, the order they start in is not guaranteed.
- Check for another task scheduled for the same moment.
- Allow for processing time, which is about 5 minutes for every 3,000 product variants. A task that is applying cannot be changed or stopped.
- If the task did not start at all, check that its Status is Active and that its start date and time are right for your store’s time zone. On the Free plan, also check that you have not reached the limit of 50 product variants, because no more tasks can be scheduled after that. Weekly and monthly schedules need a paid plan.
- If prices still have not changed, contact support. Say which task is affected, name any task scheduled for the same time and list the products you checked. Do not delete the task: deleting an Active task leaves its prices as they are.
More: Staggering tasks.
Why did some products not revert after the sale?
Section titled “Why did some products not revert after the sale?”This can happen when the task targeted a collection and a product left it while the task was running. The task searches the collection to find the prices to revert, so a product that is no longer in it is not found. There are two usual causes: an automated collection with conditions based on price lost products when the sale changed their prices, or a product was removed from the collection by hand.
Contact support, and say which task and which product. Our advice for next time: target specific products or, on a paid plan, a tag, and do not remove products from a collection while a task that targets it is running. See Tasks on automated collections.
How long does a sale take to apply?
Section titled “How long does a sale take to apply?”A price change takes about 5 minutes for every 3,000 product variants, so a task of 9,000 variants needs around 15 minutes. A large catalogue can show a task as updating for that long. Our advice: schedule the start early enough for the price change to finish. See Scheduling and recurring sales.
Can I stop a sale while it is applying?
Section titled “Can I stop a sale while it is applying?”A task cannot be changed or stopped while it is applying its prices. Its status shows as updating until the change has finished. Once it has finished, set the task’s Status to Inactive on its details page to revert the prices. Do not delete an Active task to stop it: deleting leaves the prices as they are. If a task is applying wrong prices, contact support straight away, say which task and products are affected, and do not start new tasks on those products. Our advice: schedule the start early, and try a new task on a few products first.
What happens if I edit a collection while a task is running?
Section titled “What happens if I edit a collection while a task is running?”When a collection is the task’s target, adding or removing a product changes what the task finds. A product added to a collection takes time to settle, so a product added just before the task starts may not be picked up. A product removed from the collection while the task is running is not found when the task reverts, so it keeps its sale price. Finish editing the collection before the task starts, and leave it alone until the task has reverted. See Tasks on automated collections.
Can I run a sale every week or every month?
Section titled “Can I run a sale every week or every month?”A sale can repeat every week or every month with a weekly or monthly schedule, which needs a paid plan. Each schedule has its own start and end, in your store’s time zone. If you sell to customers in the EU or EEA, check the EU 30-day lowest price rule before you repeat a sale within 30 days. This is not legal advice. See Recurring daily or weekly deals and Scheduling and recurring sales.
Can I calculate the discount from the compare-at price?
Section titled “Can I calculate the discount from the compare-at price?”A Flash Sale task can calculate the discount from the compare-at price when you choose Compare-at price under Set price change rules. On a product with no compare-at price, the selling price does not drop and a new compare-at price is added. See Flash Sale tasks.
Why can the badge percentage differ from the real discount?
Section titled “Why can the badge percentage differ from the real discount?”The badge shows the discount as you entered it in the task, and Override cents (a charm price or price code ending) can make the real discount smaller or larger. The app calculates the discounted price first and then replaces the cents with the ending you entered. A $100.00 product at 15% off is $85.00, and with an ending of .99 it becomes $85.99, which is about 14% off, while the badge still shows 15%. The gap is bigger on low prices: $10.00 at 40% off with .99 is $6.99, about 30% off. Our advice: do not use Override cents if the badge must match the real discount.
Why do I see a sale badge the app did not create?
Section titled “Why do I see a sale badge the app did not create?”Many themes show their own sale badge on any product whose compare-at price is higher than its price. A Flash Sale task with the discount on Price sets a compare-at price on its products, so the theme’s badge can appear next to the app’s flash sale badge. Our advice: show one sale badge, not two, because two badges on one product make the sale harder to read. If your theme has a setting for its own badge, turn it off, or leave Display flash sale badge unticked.
Do Shopify discount codes stack with my sale?
Section titled “Do Shopify discount codes stack with my sale?”A discount code or automatic discount that applies to a product is applied on top of its sale price, so a shopper gets both. For example, a $100 product on a 20% sale and a 10% code sells at $72, which is 28% off the original price. PriceDip does not create discount codes: it changes the product’s price and compare-at price.
We do not recommend combining a sale with a code. An automatic discount for all products is the biggest risk. To keep sale items out of a discount, limit it to a collection of products with no compare-at price. See Exclude sale items from Shopify discount codes.
Why is the strikethrough price not showing?
Section titled “Why is the strikethrough price not showing?”A strikethrough price shows when the product’s compare-at price is higher than its price, and the theme decides how it looks. Check both fields on the product in Shopify admin. A collection page may not show a product as on sale unless every variant has a compare-at price higher than its price. See Shopify compare-at price not showing.
Why did my sale start or end at the wrong time?
Section titled “Why did my sale start or end at the wrong time?”Schedules use your store’s time zone, so a time you set in the task is store time, wherever you are. The time fields show the offset, for example GMT-04:00. A revert also takes time to apply, so a sale price can stay on a product a little after the end time. See Scheduling and recurring sales.
Does PriceDip work with Shopify Markets?
Section titled “Does PriceDip work with Shopify Markets?”The sale works in a market only when that market’s prices are a percentage of the base price, because the sale follows the base price automatically. Where a market has fixed prices, only the base price and base compare-at price change, and the market’s own prices stay as they are, so that market runs no sale until you change its prices. See Shopify Markets and sale prices.
Will sale prices show in Google Shopping?
Section titled “Will sale prices show in Google Shopping?”A sale price can show on Google when your store syncs its products to Google Merchant Center and the sale meets Google’s rules. With Shopify’s own product sync, the price is sent as the sale price and the compare-at price as the original price. Google decides whether to show it and can take up to 24 hours to update, so a sale of a few hours may be over first. See Can Google show my flash sale price?.
What happens to my prices if I uninstall the app?
Section titled “What happens to my prices if I uninstall the app?”Uninstalling the app does not revert prices. Set every task to Inactive and let the prices revert before you uninstall the app from Settings > Apps. Do not delete the tasks: deleting an Active task leaves its prices as they are.
If you already uninstalled with tasks active, contact support. See Uninstalling and restoring prices.
Contact support
Section titled “Contact support”- Email: support@pricedip.app
Include the task name, an example product and what you expected to happen. This speeds up the answer.
New to the app? See what it does on the PriceDip home page.