Troubleshooting: Rewards launcher

Here are some of the common troubleshooting steps to follow if you are seeing issues with your Loyalty & Rewards launcher not loading in your store. If you are facing a problem not listed in the document, please email us at

In This Guide

Launcher not installed

The Points and Referrals program are disabled

Launcher Visibility setting

  • Launcher visibility can be set to only show on Desktop or be hidden on all devices in the placement section under the settings here -
  • If the launcher is not showing up on mobile devices, check the settings if it is set to Desktop only
  • If the launcher is not showing up at all on any devices, check and make sure it's not set to Hide on all device

NOTE: Also check with your developer if the launcher was customized to open via a link, button or on a specific page only in your store before making any of the changes above.