Troubleshooting

The gate doesn’t show at all

Work through this list — it resolves nearly every case:

Is the gate enabled in the app? Home → Enable age verification on my storefront must be on, and you must have clicked Save in the app.
Is the theme embed active? Click Activate in theme editor on the Home page, confirm the Optan Age Verification embed is toggled on, and click Save in the theme editor. This save is separate from the app’s.
Is it the published theme? If you activated the embed on a draft or preview theme, the live storefront won’t have it. Activate it on the theme that is currently published.
Did the gate already remember you? After one successful pass, the gate hides for the remember period. Append ?optan_ag_reset=1 to the URL or use Test the gate — see Test your gate.
Are you targeting specific collections or tags (Pro)? The gate then shows only on matching product and collection pages — not on the home page. Visit a targeted product to verify (how matching works).

The gate shows on pages it shouldn’t

With scope Entire store, the overlay appears on every storefront page — that’s the Free plan behavior. Restricting it to collections or tags is a Pro feature (Targeting).
With Specific collections, the gate covers the collection pages you picked and every product page of products in those collections — including when the product is reached from search or a direct link. That’s intentional: a restricted product stays gated no matter the path to it.

The gate is in the wrong language

On the Free plan, the gate displays the texts from the theme editor block settings — English defaults until you edit them. Type your own wording in any language: Appearance.
On Pro, enable Show the gate in the visitor’s language to serve the built-in translations (14 locales) that follow your storefront language: Languages.

A country gets the wrong minimum age

Per-country ages rely on Shopify’s country context (Shopify Markets). Check that the country is actually listed in your per-country table (Home → Set ages per country) and that your store sells to that market. Countries not listed fall back to the default Minimum age (Per-country ages).

The log only records events when Log consent events (pass / decline) is on (Pro) — events are not recorded retroactively. Recording uses the browser’s sendBeacon through your store’s app proxy; ad blockers on a visitor’s browser can occasionally suppress it. See Consent log.

Still stuck?

Write to support@optanapps.com with your .myshopify.com domain and a short description — see Support for what to include so we can help fastest.