--- title: "Reviews Widget Troubleshooting Guide Troubleshooting We are investigating this issue" slug: "reviews-widget-troubleshooting-guide-troubleshooting-we-are-investigating-this-issue" tags: ["WooCommerce", "Shopify", "Salesforce Commerce Cloud", "Volusion", "Shopify Plus", "Adobe Commerce (Magento)", "Reviews ", "Custom", "BigCommerce"] updated: 2025-09-10T07:47:31Z published: 2025-09-10T07:47:31Z canonical: "support.yotpo.com/reviews-widget-troubleshooting-guide-troubleshooting-we-are-investigating-this-issue" --- > ## Documentation Index > Fetch the complete documentation index at: https://support.yotpo.com/llms.txt > Use this file to discover all available pages before exploring further. # Reviews Widget Troubleshooting Guide Products Reviews ###### Supported plans Free, Starter, Pro, Premium, Enterprise ###### eCommerce Platform Shopify, Shopify Plus, Adobe Commerce (Magento), BigCommerce, WooCommerce, Volusion, Salesforce Commerce Cloud, Custom In this article, you'll learn how to troubleshoot common issues relating to the Reviews Widget. > [!WARNING] > Experiencing an issue not listed below, or still not able to resolve your issue? > > Please [submit a ticket](https://my.yotpo.com/contact_support) to our Support team. ## Reviews Are Not Showing If you're not able to see the reviews displaying on your store, please follow these troubleshooting steps to cancel out potential causes: **1. Check the Reviews Widget is installed correctly** If the Reviews Widget does not appear on your store as it does in the following screen capture, you will need to make sure it is installed according to the instructions for your platform in one of the guides. **2. Check your store is linked to your Yotpo account** The basic link between your store and our system that allows your reviews to be retrieved is established by the main JavaScript code. It includes your app key and makes a call to Yotpo's system. > [!WARNING] > Please note: > > To find out what your app key is, please follow [this guide](/v1/docs/finding-your-yotpo-app-key-and-secret-key). Please follow these steps to determine if the main JavaScript is perhaps missing or includes a wrong app key: 1. Visit any of your store's pages, right-click on it, and choose 'View page source'. 2. Hit (⌘+F/Ctrl+F) and search for Yotpo. 3. If your app key does not appear among the results, or a different one than yours appears instead, this means that Yotpo was installed either incorrectly or with a different account. To correct your installation, please follow the installation guide that applies to your platform. **3. Check Yotpo's module/app is activated** If you're using one of the following platforms, please make sure the Yotpo plugin is activated: - Adobe Commerce - WooCommerce - SalesForce Commerce Cloud **4. Check the review is published** Go to the [Moderation panel](https://yap.yotpo.com/#/moderation) within your admin to make sure a particular missing review is indeed published on the site. For more information about moderating reviews and publishing them, see [here](/v1/docs/moderating-reviews). > [!WARNING] > Please note: > > Newly published or imported reviews may take up to 4 hours to appear on the Reviews Widget **5. Check the existing reviews are listed under their product** The product ID is a key identifier used for loading your reviews by any of Yotpo's widgets. If you perhaps made some changes to your product, a new product ID might have been generated for it and the reviews are now associated with the old ID. [This guide](/v1/docs/moving-your-product-reviews-to-a-new-product-page-or-platform) will instruct you on how to update the product ID for the missing reviews. **6. (WooCommerce stores) Check you have enabled reviews for the product** 1. Log into your **WooCommerce admin page** 2. Scroll to the **Products section** in the left-hand menu bar 3. Click **Products** 4. Click **Edit** for the products where the Reviews Widget does not show 5. Scroll down to **Product Data** 6. Click **Advanced** 7. Ensure the **Enable** reviews checkbox is selected 8. Click **Update** ![](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/654f188d-7a6c-4670-9a70-2eae8849a502.png?sv=2026-02-06&spr=https&st=2026-10-31T18%3A17%3A08Z&se=2026-10-31T19%3A17%3A08Z&sr=c&sp=r&sig=kRzNDBMElzTD4%2Bfpvgpo5mxHwHg9d9iMr1zA7NbjWuU%3D) **7. Check that Rocket Loader is not disrupting Yotpo's activity on your site** [Click here](/v1/docs/running-yotpo-with-rocket-loader-rocketscript) for more information on how to run the two apps together. ## Widget Layout Issues If you are experiencing widget layout issues on Shopify 1. Go to your Shopify admin panel. 2. Navigate to **Online Store** > **Themes**. 3. Click **Actions** > **Edit Code**. 4. Locate the CSS file (usually `theme.css` or `styles.css`) 5. Add or modify the CSS to adjust the alignment. If you have access to the CSS editor (available only with Premium and Enterprise plans) and have added customizations, please check to ensure that the CSS is not causing any issues. > [!WARNING] > Please note > > Yotpo widget layout or functionality issues can happen if your Shopify theme or Shopify third-party apps add CSS or JavaScript that overrides our widgets styling. ## How to Remove Duplicate Widgets For Shopify If you notice duplicate Yotpo widgets on your Shopify store, you can remove them using either the **Edit Code** option or the **Customize** button. ### **Option 1: Using "Edit Code"** 1. Log in to your **Shopify** account. 2. Navigate to **Online Store** > **Themes**. 3. Click the **three dots** button and select **Edit Code**. 4. Locate the relevant theme files. 5. Press **Ctrl + F** and search for **Yotpo**. 6. Comment out the duplicate code by adding `<!--` before and `-->` after the code element. 7. Click **Save** to apply the changes. ### **Option 2: Using the "Customize" Button** 1. Log in to your **Shopify** account. 2. Go to **Online Store** > **Themes**. 3. Click the **Customize** button. 4. Review the page layout and remove any duplicate Yotpo widget sections. 5. Click **Save** in the top right corner of the page. ## Related - [Adding the Reviews Widget (Legacy)](/adding-the-reviews-widget-legacy.md) - [Adding the Reviews Widget to Shopify](/adding-the-reviews-widget-to-shopify.md)