1) Short Explanation of the Issue
If your Countdown Timer is not visible, the issue is almost always related to one of these two layers:
The Theme App Embed is not enabled in your Shopify theme
The Countdown Widget is not activated or configured inside the app
Because your system uses Theme App Extension (Embed Mode), widgets will not render unless both levels are correctly enabled.
This is not usually a campaign calculation issue.
2) Quick Check (Checklist)
Before proceeding, confirm:
Campaign is Active
An End Date is set
Countdown is enabled inside the campaign
Product is included in the campaign
Theme App Embed is ON
Countdown widget is enabled inside the app’s Widgets page
Page tested in Incognito / hard refresh
If any of these are unchecked, that is likely the cause.
3) Step-by-Step Troubleshooting
Step 1 — Verify Campaign Conditions
Open the campaign.
Confirm status is Active.
Confirm an End Date is defined.
Ensure Countdown is turned ON.
Save the campaign.
If no End Date exists, the Countdown will not render.
Step 2 — Activate Theme App Embed (Required)
Because your system uses Theme App Extension:
Go to Shopify Admin → Online Store → Themes
Click Customize on the active theme.
Open the App Embeds section.
Find your app’s Embed (e.g., Discount Widgets / Countdown Extension).
Toggle it ON.
Click Save.
If the App Embed is OFF, none of your widgets will display — including Countdown.
Step 3 — Activate Countdown Inside the App (Widgets Page)
Even if the Embed is ON, the widget itself must be activated inside your app.
Open your app.
Go to the Widgets page.
Locate the Countdown Widget.
Toggle it ON.
Configure:
Position
Style
Text
Visibility rules (if any)
Save changes.
If the widget is disabled in this section, it will not render — even if everything else is correct.
Step 4 — Confirm Product Eligibility
Countdown only appears on products that:
Are included in the campaign
Are not excluded
Belong to an active campaign with an End Date
Double-check Product Selection and Exclusions.
Step 5 — Clear Cache & Test Properly
Open the product page in Incognito.
Perform a hard refresh:
Windows: Ctrl + Shift + R
Mac: Cmd + Shift + R
Test on a different device if needed.
Collection and product pages may cache aggressively.
4) Common Root Causes
Cause A — App Embed is OFF
No widgets render at all.
Cause B — Countdown widget is OFF inside the app
Embed is active, but specific widget is disabled.
Cause C — No End Date
Countdown requires a defined expiration time.
Cause D — Product not in campaign
Widget will not appear on ineligible products.
Cause E — Conflict with another campaign
If campaign is blocked, timer may not render.
5) When to Contact Support
Contact support only if:
Campaign is Active
End Date is set
Countdown is ON in campaign
Theme App Embed is ON
Countdown widget is ON in Widgets page
Product is included
No conflicts exist
Issue persists after incognito testing
Please include:
Store URL
Theme name
Screenshot of App Embeds (showing ON)
Screenshot of Widgets page (Countdown enabled)
Screenshot of campaign settings
Product URL
This allows faster diagnosis.