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Troubleshooting

Banner not showing? Trackers firing before consent? Banner appearing twice? The most common Consentico issues and how to fix them.

Most issues come down to one of five causes: app embed not enabled, app embed enabled in the wrong theme, browser cache, a conflicting cookie banner from another app, or a custom theme that doesn't render {{ content_for_header }} correctly. This doc walks through the diagnosis flow for each.

Step 1: Check the app embed is enabled

Shopify admin → Online Store → Themes → next to your published theme, click Customize → App embeds (left sidebar) → look for "Cookie banner" by Consentico.

It should be toggled on. If it's off, flip it on, click Save in the top-right.

The most common mistake: enabling the embed in a draft theme rather than the published one. The Consentico admin will warn you about this with a "Banner not enabled?" notice on the dashboard.

Step 2: Check the theme renders content_for_header

Theme app extensions inject their content via {{ content_for_header }} in theme.liquid. Most themes have it. Custom-built themes might not.

To check: Online Store → Themes → Edit code → open layout/theme.liquid → search for content_for_header. If absent, add this line in the <head> section:

{{ content_for_header }}

(One-time edit; after this, app embeds work correctly.)

Step 3: Hard reload incognito

Browsers aggressively cache the storefront homepage. After enabling, hard-reload in an incognito window: DevTools → Network tab → Disable cache → Reload.

Step 4: Check Consentico settings

Consentico admin → Settings → Banner → confirm "Banner enabled" is on.

If you've toggled it off in Consentico (overriding the theme embed), the banner won't render even with the embed enabled.

This is a leak — non-compliant. Diagnose with DevTools:

  1. Open your store in incognito.
  2. DevTools → Network → filter by google-analytics, facebook, klaviyo, or whatever tracker is firing.
  3. Reload the page without clicking anything in the banner.
  4. If any requests appear before you click Accept, that tracker isn't being blocked.

Common cause 1: Tracker installed via theme.liquid snippet

If you have a <script> tag for GA4, GTM, or Meta Pixel pasted directly into theme.liquid, Consentico can't intercept it because it's hardcoded into the page source — not added via createElement.

Fix: Move the tracker into Google Tag Manager (or Shopify's pixel manager). Both load via createElement, which Consentico can intercept.

Common cause 2: Tracker installed via a Shopify custom pixel

Shopify's custom pixel API runs in a sandboxed iframe and bypasses Consentico's blocking. This is generally OK because Shopify's pixel manager respects the Customer Privacy API.

Fix: Confirm the pixel is configured to "Customer privacy" mode in Shopify admin → Settings → Customer events. Consentico syncs to the Customer Privacy API automatically.

Two cookie banners conflict — one might unblock scripts before the other has a chance to block them.

Fix: Pick one. Uninstall the other. (CookieYes, OneTrust, and the Shopify Dawn 12+ built-in banner all interfere when run alongside Consentico.)

Almost always: two cookie banner apps installed simultaneously, or the Shopify Dawn 12+ built-in banner is also enabled.

Fix:

  1. Online Store → Themes → Customize → Theme settings → Cookie banner → disable Shopify's built-in banner.
  2. Apps → if you have any other cookie consent apps, uninstall them.

Only one CMP should be active at a time.

Banner colors default to a brand-emerald scheme that may not be visible against your store's background.

Fix: Consentico admin → Settings → Customize banner → change Background, Text, and Accent colors. The preview pane shows live changes.

If the banner is rendering but at the wrong z-index (hidden behind other elements), email support@consentico.com with your shop domain — we'll add an override for that specific case.

Default behaviour: the banner detects the visitor's Accept-Language header and shows the closest match from our 8 supported locales (English, French, German, Spanish, Italian, Dutch, Portuguese, Polish).

If your visitors are seeing English when they should see another language:

  1. Confirm Consentico admin → Settings → Languages is set to Auto-detect.
  2. Confirm the visitor's browser is actually sending the language header (use DevTools → Network → request headers).

If they're sending Accept-Language: fr-FR and still seeing English, that's a bug — email support with the shop domain.

Scans typically take 30–90 seconds for small stores, up to 5 minutes for 500-page deep scans on Business.

If a scan fails:

  1. Password-protected store: Consentico admin → Scans → Run scan → enter the storefront password. Scans for stores in development mode (with a password gate) need it.
  2. Robots.txt blocking: if your robots.txt blocks user-agent Consentico-Scanner, lift the block. The scanner respects robots.txt.
  3. Cloudflare bot challenge: stores using Cloudflare with high security mode may challenge our scanner. Add consentico-scanner.up.railway.app to your Cloudflare firewall rules whitelist.

Consent is stored in localStorage. If localStorage is unavailable (incognito mode in some browsers, or browser settings that block storage), the banner reappears each visit.

This is expected behaviour — without storage, we can't remember the consent. It's not a bug.

If it's happening to most visitors (not just incognito), the banner script is failing to write to storage. Check DevTools → Console for errors, and email support with the error.

Still stuck?

Email support@consentico.com with:

  • Your shop domain
  • The specific issue
  • Browser + OS
  • Screenshot or video if possible
  • DevTools Console errors if any

Average response time on Free / Pro: 24–48 hours. Business: under 24 hours.