Troubleshooting
Common issues
A scannable symptom-to-fix list for the problems merchants hit most often with Luria.
plain textupdated 2026-08-19
Find your symptom in the left column. Most problems here take under five minutes to fix.
| Symptom | Likely cause | Fix |
|---|---|---|
| No green dot in the dashboard after install | The snippet is not on the live page, or the Site ID is wrong | Walk through Snippet not firing. Allow 60 seconds after any change. |
| Sessions are flat at zero for hours | Tag added to a draft theme or staging site, not production; or a CMP is holding the tag | Check the tag is on the live site. Check your consent tool's analytics category. See Verify your install. |
| Sessions are much lower than expected | Consent declines, ad blockers, GPC/DNT, or a tag manager trigger that only fires on some pages | Normal for sessions to run under your platform's count. See Numbers don't match Shopify. |
| No variants showing on my site | Still in the baseline period, low traffic, site paused, approval pending, allowance reached, or you are seeing your own sticky version | No variants serving. |
| Numbers don't match Shopify or GA | Different counting rules, time zones, consent, attribution windows | Numbers don't match Shopify. |
| Page text flickers for a moment on load | Variant applied after the original painted; more visible on slow connections or when the tag is low in the page | Make sure the tag is in <head>, not the footer. On Shopify, the app embed handles this for you. If it persists, write to support with the page URL. |
| A theme or app update broke tracking | Theme update replaced your header; an app rewrote <head>; GTM container republished without the Luria tag | Re-add the tag, or on Shopify re-check the embed toggle on the live theme. Install on Shopify. |
| The Luria embed toggle vanished after changing theme | App embeds are per theme; your new theme has it off | Online Store > Themes > Customize (the live theme) > App embeds > toggle Luria on > Save. |
| "Free allowance reached" or paywall message | You have passed the first 5 attributed conversions | Add a card in Billing. Serving resumes as soon as billing is active. |
| My consent banner blocks Luria entirely | Luria tag is classified as marketing, or fires only after a category your visitors rarely accept | Put Luria in the analytics category, or load it with your banner's consent trigger. See Consent. |
| I can't see Luria on my own browser | Ad blocker, GPC/DNT, or you declined the prompt | Use a fresh private window with extensions off. Snippet not firing. |
| Staging data is mixed into production | The same Site ID is on both sites | Create a separate site in the dashboard for staging, or remove the tag from staging. |
| Variants look right but conversions are zero | convert not called on the thank-you page, or wrong goal set | JavaScript events and Set your goal. On Shopify purchases count automatically. |
| Luria changed something I don't like | A change shipped that you would rather review first | Turn on Approvals, and add the phrase to do-not-say in Brand Brain. |
| My page looks broken right now | Something unexpected on the page | Pause Luria from the dashboard first (changes stop within about 60 seconds), then contact support. |
The 60-second rule
Every change you make (adding the tag, toggling the embed, pausing, resuming) takes up to about 60 seconds to show on your site. Wait a minute and hard-refresh before you decide something is broken.
Still stuck?
Write to support with your Site ID and a screenshot. Contact support.