Overview
If a customer cannot see an Urbanmount installation offer, first confirm the storefront setup and the exact shopping details involved. A theme-editor preview, a different product option, or a nearby ZIP does not reproduce the same customer experience.
This guide provides customer-safe checks you can complete in Shopify and the Partner Dashboard. It is intended to help you verify what is visible and collect useful evidence without changing unrelated settings.
Who this applies to
Use this guide when installation is missing from a product page, cart, cart drawer, or another configured Shopify placement. Before you begin, collect:
The published storefront URL and affected placement
The exact Shopify product, selected variant, option values, and SKU
The customer’s valid five-digit ZIP
Access to the Partner Dashboard and Shopify theme settings
The approximate time the issue occurred
Steps
In Shopify Admin, open Online Store > Themes and confirm which theme is currently published.
Customize that published theme and open the template used by the affected product or cart.
Confirm the expected Urbanmount block or placement is present, saved, and positioned on the correct template. Review the app embed setting if the Partner Dashboard setup guidance requires it.
In the Partner Dashboard, open Placements and confirm the affected placement is enabled.
Open Products and find the exact product shown on the storefront. Compare the live product URL, selected variant, option values, and SKU with the details visible in the Partner Dashboard.
Review any visible product or account notice in the Partner Dashboard. Follow instructions shown in the notice. If the information is unclear, capture the complete message for Support instead of guessing at the cause.
Enter the exact five-digit ZIP provided by the customer. Confirm it is complete and free of extra characters. Do not substitute a nearby ZIP as proof that the original location should receive an offer.
Save and publish any intended Shopify theme changes.
Open the published storefront in a private browser window. Navigate directly to the affected page, select the exact variant, rebuild the same cart if relevant, and test the same ZIP.
Capture the result before changing other products, placements, or theme settings.
What to expect
Installation may appear for one product option or location and not another. A valid ZIP format confirms that the entry can be tested; it does not guarantee that installation is available there. Likewise, seeing a block in the Shopify theme editor does not confirm that it is published on the template the customer visits.
If the exact published storefront test works, ask the customer to refresh the page and retry the same product, variant, and ZIP. If it still fails for the customer or also fails in your private-window test, contact Urbanmount Support with the evidence below.
Get help
Contact Urbanmount Support and include:
The store domain, published theme name, placement, and live page URL
The exact product, variant or SKU, option values, and cart quantities
The test ZIP, expected result, actual result, and approximate test time
Screenshots of the published storefront, Shopify block or app embed setting, and any visible Partner Dashboard notice
The browser and device used for testing
An existing Support case number, if applicable
Do not send passwords, store credentials, payment information, or a full customer address.