Storefront issues

Chat bubble doesn't appear

1. Check the storefront mode. On the Lumen dashboard, Tracking form only hides the chat. Choose Chat assistant and tracking form or Chat assistant only.
2. Check the app embed. Go to Online Store → Themes → Customize → App embeds and make sure Lumen Chat Widget is on. Then click Save.
3. Check the theme. Make sure you turned on the embed in your published theme, not a draft theme.
4. Check page visibility. In Settings → Widget setup, Show on specific pages only hides the bubble on other pages.
5. Refresh without cache. Try a private window, or press Cmd+Shift+R (Mac) or Ctrl+Shift+R (Windows).
6. Look for overlaps. Another floating app may cover the bubble. On Pro and above, change the position or offsets in Settings.

Tracking form block doesn't appear

1. Make sure your storefront mode includes the tracking form (Chat assistant and tracking form or Tracking form only).
2. In the Theme Editor, open the page template where you added Lumen Order Tracking and check the block is there and visible. Click Save.
3. Check that your page uses that template. In Online Store → Pages, open the page and look at Theme template.

Tracking form appears on every page

You added the block to the default page template. Remove it there, create a separate template for your "Track your order" page and add the block to that. See Tracking form block.

Tracking page shows an error or a 404

• Check the address: https://your-store.com/apps/lumen-widget/track.
• Make sure Lumen is still installed.
• If your store is password-protected, the page only works after you enter the store password.

"Ask about this order" is missing

This button only shows when the Lumen chat is on. In Tracking form only mode it's hidden on purpose.

"Still need help?" is missing

It's off by default. Turn it on separately for each place:

• Tracking form block: in the Theme Editor, check Show "Still need help?" after tracking on the Lumen Order Tracking block, then click Save.
• Tracking page: on the Lumen dashboard, under How customers track orders, check Show "Still need help?" on the tracking page.

It appears only after a successful lookup. In the chat, Get help from the store after a thumbs-down is always available.

Wrong language

The storefront follows the store language the shopper is browsing in. Only English, Spanish, French and German are supported. Other languages show English. Text you typed into the block settings is shown as typed. See Languages.

Styling looks wrong

1. Check the colors in the Theme Editor (app embed for the chat, block settings for the form) and click Save.
2. Custom theme CSS that targets iframes or chat widgets can affect Lumen. Try removing it to test.

The chat says to contact the store for everything except tracking

Your store has passed its monthly conversation limit, so AI answers are paused. Lookups still work. Upgrade, or wait for next month. See Plans and pricing.