Troubleshoot common issues with the Crisp Shopify integration and live chat display.

Most Shopify issues come from theme changes that were not saved or from an app authorization that needs to be refreshed after new Shopify permissions were added.

Live chat is not displayed on Shopify

The Crisp Shopify app can add the live chat to your online store, but the widget will not appear if the theme modification was enabled without saving the change.

Save the theme modification

When you enable Crisp in Shopify, Shopify modifies the theme settings. If the Save button is still active, the change has not been applied yet.

To confirm the setup:

1. Open your Shopify theme or app embed settings
2. Make sure the Crisp chat option is enabled
3. Click Save if the button is available
4. Reload your storefront in a private browser window
5. Check whether the Crisp chatbox appears

Recent Shopify app updates are not visible

When Crisp adds new Shopify features, the integration may need new Shopify API permissions. If the app looks outdated or does not expose recent options, re-authenticate the Shopify integration from Crisp.

To refresh the Shopify authorization:

1. Go to Crisp
2. Open Plugins → Shopify
3. Re-authenticate the Shopify app when prompted
4. Accept the updated Shopify permissions
5. Return to the plugin settings and check whether the new options are available

If the issue persists after saving the theme and re-authenticating the app, contact Crisp support with your Shopify store URL and the Crisp workspace affected.

Updated on: 03/05/2026