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If something isn’t working during your first walkthrough, start here. These are the issues that trip up most new merchants.

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I don’t see the option form on my product page

Three things to check, in this order:
Shopify admin → Online Store → Themes → Customize → App embeds. Make sure POD Auto-Loader is toggled on and you clicked Save. A disabled embed is the single most common cause of a missing widget.
Customei admin → Products → open the product. Both Template and Option set must be assigned. Without both, Customei treats the product as non-personalizable and the widget stays hidden.
After you save an option set, Customei rebuilds a bundle and pushes it to the CDN. That takes a few seconds. If you just saved and don’t see the form yet, wait ~10 seconds and refresh the product page.
If all three check out and you still don’t see the form, open the product page in DevTools and look for errors in the Console. You can also check the Network tab for a request to /apps/pod/... — that’s Customei’s app proxy talking to your store.

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The form shows up but the preview doesn’t update

The form and the preview share a browser runtime. If the form works (typing in a field, picking a swatch) but the product image doesn’t change, the most likely causes are:
  • The field isn’t bound to a layer. Open the option set, click the field, and confirm Bound layer is set.
  • The layer is hidden or locked in the template. Open the template in the editor and check the layer’s visibility toggle.
  • An ad-blocker is blocking the runtime. Customei’s runtime is loaded from Shopify’s asset CDN — it should never be blocked — but aggressive blocklists sometimes catch customei-*.js filenames. Try an incognito window without extensions.

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I can’t find my Shopify product in Customei

Customei syncs products from Shopify on install and on product webhooks. If a product is missing:
  • Wait a minute. New products created after you installed Customei sync via webhooks, which usually land in under a minute.
  • Check the product status. Draft products appear in the list but are marked as drafts.
  • Force a resync. From the Customei admin, open the product list page and click Resync (in the list’s action menu).

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The personalization form loads but “Add to cart” does nothing

Two likely causes:
  • Required field left blank. Customei blocks Add to cart until every required field has a value. Look for a validation message next to the field.
  • Price add-on mismatch. If a price add-on is attached to an option and the fee product hasn’t been created yet, Customei will refuse to add the item. This is rare — it usually self-corrects on the next admin save. If it doesn’t, see Fee Variant.
When an order is paid, Customei queues a print file generation job. If an order stays in Pending for more than a few minutes:
  • Open the order in Customei and click Retry.
  • Check that your Customei account has credits remaining — a depleted credit balance pauses new jobs. See Credits.
If none of the above helps, reach out via Support with the order number and the template name. We can re-run the job server-side.

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Where to look when nothing works

  • Customei dashboard — the setup checklist highlights any step you skipped.
  • Shopify admin → Apps — make sure Customei is still listed as Active.
  • Browser DevTools Console — runtime errors usually show up here with a clear message.
  • Support — include a screen recording if you can; it shortens the back-and-forth.