Suggestions not loading

The widget renders but suggestions are empty or the spinner never resolves. The right check depends on your install path — identify yours first if you’re not sure.

Shopify

These checks apply to Shopify stores only.

1. Dialog app embed isn’t toggled on. Go to your Shopify theme customizer and activate the Dialog app embed in the Embed apps section.
2. Theme compatibility issue. If your theme isn’t Online Store 2.0 compatible, the app block won’t load correctly. Follow the manual install steps in Install Dialog on Shopify.

All other install paths (Prestashop, GTM, React, Vue, vanilla SDK)

The most common cause is a product ID mismatch: the ID you pass to Dialog (via the productId data attribute, GTM variable, or SDK prop) doesn’t match any product in your uploaded catalog. This is your team’s wiring to check — support can’t see your storefront code or GTM container.

• Check the catalog is uploaded (Prestashop module finished, or your API upload returned 2xx).
• Verify the productId you’re sending matches the id field in your catalog JSON.
• Confirm the product has at least one variant with inStock: true.

Still stuck?

For this issue, also include the productId the page is sending and one suggestion you’d expect to be returned.

If you’ve run every check above and the docs can’t answer it, escalate with a complete report so we can solve it in one round-trip. What to include (install path, URL, expected vs actual, screenshots, console errors) is listed in Before you contact support. Then email paul@askdialog.com.