SAKU Thanks Custom: What to check when blocks don't appear

This article lists what to check when the blocks you've created don't appear on the Thank you page. In most cases, checking things in the order below will reveal the cause.

[Terms] A "block" is one piece of content shown on the Thank you page (you create blocks in the app's "Block management"). The "app block" is "SAKU Thanks Custom", which you place in Shopify's checkout editor. Once the app block is in place, the blocks you've created appear on the Thank you page.

The Thank you page (the page shown when a purchase is complete) is labeled "Thank you" in Shopify's checkout editor. They are the same page.

In this article

• Why blocks don't appear, and the order in which to check
• What to do when the app won't open or is shown in English
• What to do about problems with images, messages and links

Where to go: Shopify admin → Settings → Checkout / Shopify admin → Apps → "SAKU Thanks Custom" → "Blocks"

What you need before you start

• "SAKU Thanks Custom" is installed
• You have created a block in "Block management"
• You can open the checkout editor from the Shopify admin

0️⃣ First, look at the setup guide on the Home page

Check whether step 2 on the Home page is complete. If it doesn't complete, either (1) all your blocks are "Inactive", or (2) the app block hasn't been placed or saved. If the app can't detect it, you can mark the step as complete with the checkbox.

If the step 2 button doesn't open the list of apps, the published checkout configuration may not have been retrieved, and you may have landed on the top of the editor. In that case, choose "Thank you" with the page selector.

1️⃣ Did you place the app block and save?

Creating a block isn't enough for it to appear on the Thank you page. In the checkout editor, you need to place the "SAKU Thanks Custom" app block on the Thank you page and press "Save" at the top right. You can open it from "Open Thank you page" in step 2 on the Home page. If the button doesn't work, open "Settings" at the bottom left of the Shopify admin → "Checkout", and press the "Customize" button. Once it opens, choose "Thank you" with the page selector.

The red boxes show the page selector, where you choose "Thank you", and "Add block", where you choose "SAKU Thanks Custom".

If you land on the top of the editor, choose "Thank you" with the page selector, then add "SAKU Thanks Custom" from the Apps icon on the left.

2️⃣ Is the block "Active"?

In the "Block management" list, check that the block's badge says "Active". If it says "Inactive", press "Enable".

The red box shows the badge; check that it says "Active".

3️⃣ Is it the third or later block on the Free plan?

On the Free plan, only the first two "Active" blocks are shown. The third and later ones get a "Not shown (Free plan)" badge. Change the order, or switch to the Pro plan (How to reorder, enable, disable, duplicate and delete blocks).

4️⃣ Does it match the device setting?

When "Show on devices" is set to "Mobile only" or "Desktop only", the block only appears on that device. Make sure you're checking on the right device.

5️⃣ Does it match the customer tag rule?

When the "Display rule" isn't "Show to everyone", it's decided by the tags of the logged-in buyer. Guests are treated as having no tags. If the tags can't be retrieved, blocks with tag rules aren't shown either (How to show or hide blocks by device (mobile/desktop) or customer tag).

6️⃣ Are the recommended products published?

The Recommended products block only shows products whose status is "Active" and that have an Online Store URL. If none of them can be shown, the whole block is hidden (How to set up the Recommended products block).

7️⃣ Is an image selected in the image block?

An image block isn't shown unless an image is selected. Go to "Blocks" → "Edit" on the image block, and check that an image thumbnail is shown. If not, choose the image again with "Select from files" and press "Save".

8️⃣ Check your connection

If the connection is unstable, nothing may be shown. Reload the page.

Text and images are shown first; the coupon appears a little later, after it has been checked.

What your store shows after setup

If everything is set up correctly, your "Active" blocks are lined up on the Thank you page of a test order. Text and images are shown on test orders too.

Troubleshooting

• "Unable to open app" appears
  You'll see "Open this app from Shopify Admin." or "Open this app from a valid Shopify store." For security, this app has no login where you type in your shop domain. Open it again from "Apps" in the Shopify admin.
• The app is shown in English (or Japanese)
  The app follows the language of your Shopify admin: it's shown in Japanese when the admin is set to Japanese, and in English otherwise. Change the admin language to switch. The built-in wording on the Thank you page also follows the buyer's language (English for any language other than Japanese). Text you entered in blocks yourself is shown as you wrote it.
• The image picker doesn't open, or I can't choose an image
  If the picker isn't available, nothing happens. There's no way to enter a URL directly. Reload the page and try again. A file you've just added may not be selectable until processing finishes.
• Liquid or CSS doesn't work in Custom HTML
  Liquid can't be used. For CSS, only certain selectors and properties are supported (What you can and can't do with the Custom HTML block).
• "View the illustrated guide" on the Home page doesn't open the article I want
  Open "Grow your email list from the Thank you page" from the blog list (https://saku-apps.com/en/blogs/thanks) (Grow your email list from the Thank you page).
• In Messaging, I'm not sure whether to choose "Custom HTML" or "Custom Liquid"
  Whether the section list in Messaging shows "Custom HTML" or "Custom Liquid", you paste the same code. Choose the section that lets you paste code (Liquid) (Grow your email list from the Thank you page).
• Still not solved?
  Contact us from "Contact support" under "Help" in the app's left menu, or by email (info@saku-apps.com).