Troubleshooting

Symptom, cause, fix. If none of these is it, Settings → Support reaches us with your shop already attached.

The map does not load

The locator shows "The map couldn't be loaded".

• No provider key. Settings → Map providers — the storefront cannot draw a map without one.
• The key is restricted to the wrong domain. Add your myshopify.com domain and your custom domain; the settings page lists both ready to copy.
• Google only: Maps JavaScript API is not enabled on the key.
• Mapbox only: the token is a secret token (sk.). Use a public one (pk.).

Search finds nothing, but the map is fine

• Google only: Geocoding API is not enabled. The map and the search use different services, so one working tells you nothing about the other.
• Limit search to countries is set to somewhere your shopper is not. A shopper in Canada searching against us gets no match.

Suggestions do not appear as I type

• Suggest addresses as shoppers type is off — it is off by default. Settings → Customize, under Search and filters.
• Google only: the Places API is not enabled on the key.
• Fewer than three characters typed, which is deliberate: one letter matches half a country.

No locations show up

• They are drafts. Only active locations are on the storefront — check the Draft tab on the locations list.
• They are outside the radius. Try the widest radius, or shorten your Search radiuses list to match how far apart your stores actually are.
• A filter is excluding them. With show locations with: all, choosing two filters means a location must carry both.
• The profile has On a product page, show only stores stocking it on, the locator is on a product page, and no location stocks that product.

A pin is in the wrong place

The map reads the coordinates, not the address. Open the location and correct Latitude and Longitude — reworking the address text changes nothing on its own.

If it came from an import, it was probably geocoded from an incomplete address. Add the coordinates to your spreadsheet and they will be used as-is.

Everything is at the same spot, or off the coast of Africa

Coordinates of 0, 0. That is where a failed geocode leaves a row. Fix the address and re-save the location, or put real coordinates in the spreadsheet and import again.

Hours are wrong or missing

• The location is on Custom hours with nothing filled in. Point it at a saved schedule, or fill in the week.
• The saved schedule it used was deleted — the location warns you and falls back to its own hours.
• Show store hours is off in Customize.

A photo is cropped

How photos fit is set to fill, which crops to the slideshow's shape. Switch it to showing the whole photo, which fits it inside with space either side. Portrait photos in a wide slideshow always have to give up something.

The "Store Locator" block is not in the theme editor

• The theme is not an Online Store 2.0 theme. App blocks need one.
• You are looking in a section that does not accept app blocks. Use Add section → Apps on a page.
• The app was just installed; reload the theme editor.

I changed a setting and nothing happened on the storefront

Check which profile you changed. A shop can have several, and the block on that page may be pointing at a different one — or at your default, if its Locator profile is empty. The profile's name is in the bar at the top of Customize, and the block's choice is in the theme editor.

Also make sure you pressed Save in Customize.

Custom fields are filled in but nothing shows

The profile chooses which fields to show: Custom fields under Location details in Customize. An empty choice shows none of them.

Duplicates keep coming back after an import

Importing the same file again adds every row again. Either tick Delete all existing locations before importing, or import only the new rows. Removing duplicates clears up what is already there.