Help Center | AVP ‑ Age Verification | Age Verification Popup Not Showing or Not Working: Troubleshooting Guide

Age Verification Popup Not Showing or Not Working: Troubleshooting Guide

This article explains what to check if the age verification popup is not showing on your store or is not working as expected.

Sophia

Last Update hace un mes

Before you start customizing the Entrance popup, here is the guide to open the entrance popup Settings page.

Step 1: Make Sure the App Plan is Active

If the plan is not active, please activate a plan first and then check the popup again.

Open the AVP – Age Verification Popup app in your Shopify admin.
Go to the Plans page.
Make sure your plan is active.

[Click here] to learn more on how to activate plan.

Step 2: Check if the App is Enabled in Your Theme

Open the AVP – Age Verification Popup app in your Shopify admin.
Click the Enable App button shown in the yellow banner.
In the left-side menu, it open's the Theme Editor - App Embeds tab.
Make sure the AVP - Age Verification is enabled.
Click Save in the top-right corner.

After saving, open your store again and check if the popup appears.

[Click here] to learn more on how to enable the app.

Step 3: Check if the Entrance Popup is Turned On

Open the AVP – Age Verification Popup app.

Go to Entrance Popup.

Look for the second option, Entrance age verification popup On/Off setting, in the left navigation.

Make sure the entrance popup is currently ON.

Click Save if you make any changes.

Step 4: Test in an Incognito or Private Browser Window

If you have already verified your age once, the popup may not show again because your browser has saved the verification.
To test the popup again:

Open your store in an incognito/private browser window.
Or clear your browser cookies and cache.
Refresh your storefront page.

If the popup appears in incognito mode, the app is working correctly.

[Click here] to learn more on how to Clear Browser Cookie.

Step 5: Check Popup Display Settings

If your popup is set to show only on specific pages, products, collections, it will not appear everywhere.
Please check the popup display settings:

Open the AVP – Age Verification Popup app.
Go to Entrance Popup.
In the left navigation, Scroll to the Pop-up Display Criteria section.
Check where the popup is allowed to appear.
Make sure the current page or product matches your selected settings.
Click Save after making changes.

[Click here] to learn more about Display Criteria.

Step 6: Check Market Settings ( Country and Language)

If you are using multiple market the popup may only show for selected locations.
Please confirm that:

The correct market is selected.
The popup is enabled for that market (country and language).
The default market popup is configured correctly.

[Click here] to learn more how market section works.

Step 7: Check if You Recently Changed Your Shopify Theme

If you recently changed or updated your Shopify theme, the app need's to be enabled again in the newly published theme.

[Click here] to learn more about how to enable the app manually.

If you have checked all the steps and the popup is still not working, please contact us through 24/7 live chat, email ( [email protected] ), and support tickets. Our support team is available will be happy to check and resolve the issue.

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