Documentation Index
Fetch the complete documentation index at: https://docs.aftersell.com/llms.txt
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Why is Rokt Thanks not showing on my confirmation page?
Rokt Thanks can fail to appear for a few different reasons. Work through the steps below in order to identify the cause.If Rokt Thanks is missing from a specific page only (e.g., shows on Thank You but not on Order Status), the cause is almost always app block placement — skip directly to “The app block isn’t placed on every required page”.
Start here
1. Check your email
Before troubleshooting anything else, check the email inbox associated with your Rokt Thanks account — including your junk and spam folders — for any email from Rokt. In some cases, our team will reach out directly with information specific to your store. If you find an email from Rokt, reply to it and our team will assist you from there.2. Confirm setup is complete
In the Aftersell admin, navigate to the Rokt Thanks tab and verify:- Your industry vertical is selected
- Terms & Conditions and Privacy Policy have been accepted
- Status is Enabled
- The setup checklist at the top of the tab shows all items checked off
3. Wait for propagation
After enabling Rokt Thanks (or saving any settings change), allow at least 10 minutes before testing. The Rokt network needs time to register your store, sync configuration, and become eligible to deliver offers.4. Test from an eligible context
A test order from your own browser may not see offers if your IP is in an unsupported region or no relevant offer is currently available for your customer profile. Test from a customer-style session: different network, fresh browser, real shipping address in a supported region.What’s happening?
- I just enabled Rokt Thanks and nothing is showing
- Rokt Thanks shows on Thank You but not on Order Status (or vice versa)
- Rokt Thanks shows for some customers but not others
- Rokt Thanks used to show but recently stopped
- I see the Rokt Placement block in the editor but nothing renders at checkout
I just enabled Rokt Thanks and nothing is showing
The app block isn’t placed on every required page
Rokt Thanks renders on up to three surfaces:- Thank You page — immediately after checkout completion
- Order Status page — the persistent post-purchase page customers can return to
- Customer Account pages — Profile and Orders pages, if your store has migrated to Shopify’s new customer accounts and Vaulted Rewards is enabled
- Open the Aftersell admin → Rokt Thanks tab.
- Click Edit Thank You Page — confirm a Rokt Placement block is in the layout. Save.
- Click Edit Order Status Page — confirm the same. Save.
Propagation hasn’t completed
After enabling Rokt Thanks or saving a settings change, wait at least 10 minutes before testing.Traffic allocation is set to 0%
In Settings → Rokt Thanks, check the Traffic allocation slider. If it’s at 0%, no customer will see the placement.Rokt Thanks shows on one page but not another
This is almost always an app block placement issue.- The app block was added on Thank You page but not Order Status page (or vice versa).
- The app block was placed on a draft checkout profile but not on the published one.
Rokt Thanks shows for some customers but not others
This is expected behavior in many cases. Rokt Thanks uses real-time first-party data and the Rokt network to determine eligibility per customer, so it’s normal for offers to display for some shoppers and not others. The most common reasons:The customer is in an unsupported region
Rokt Thanks primarily supports customers shipping to:- United States
- Canada
- United Kingdom
- Australia
Traffic allocation is below 100%
If your Traffic allocation slider is below 100%, some customers will be intentionally excluded. To maximize coverage, set it to 100%.No relevant offer is available for this customer
Rokt’s machine learning evaluates each customer against the active advertiser pool. If no advertiser has an offer that matches the customer’s profile and geography at that moment, the placement will not render. To improve match rate:- Unblock unnecessary verticals in Offer control → Verticals (the more verticals allowed, the more advertisers can match).
- Consider enabling specific Growth verticals allowed in your store’s region.
- Remove unnecessary entries from the Block advertisers list.
Your store’s vertical is blocking too many advertisers
By default, advertisers from your store’s own sub-vertical are blocked to prevent competitor offers. If you’ve selected a narrow industry vertical, you may have inadvertently excluded a large portion of the pool. To adjust: Settings → Rokt Thanks → change your Industry vertical to the broader category that best matches your store.Growth verticals haven’t been enabled
By default, growth verticals are blocked. If your customers convert well in those categories and you’re in a market where they’re permitted, enabling specific growth verticals will increase fill rate. Only growth verticals that comply with Shopify’s Terms of Service are available for selection.Your store sells in a sensitive vertical
If your store sells products in a sensitive industry, Rokt placements may not be available for your account. If you’re unsure whether your vertical is affected, reach out to our support team and we’ll be able to advise.Rokt Thanks used to show but recently stopped
Check your email
This is the most important first step. If Rokt Thanks was working and recently stopped, check the email inbox associated with your Rokt account — including your junk and spam folders — for any email from Rokt. In some cases, our team will reach out about changes that affect your placement. If you find an email, reply to it and our team will assist.A new checkout profile was published
If a new Shopify checkout profile was published without the Rokt Placement block, Rokt Thanks will stop showing. Re-add the app block to the live profile.Rokt Thanks was disabled
Confirm the Rokt Thanks tab still shows status Enabled — the toggle may have been turned off.Traffic allocation was changed
Check whether the Traffic allocation slider was recently lowered.Verticals or advertisers were newly blocked
A recent change to Offer control settings can reduce or eliminate fill rate. Review your blocked verticals and advertisers.Migrated from Scripts to Extensions
If your store recently migrated from Scripts-based Thank You pages to Checkout Extensibility, the Rokt Placement block must be added in the new editor. Old Scripts placements do not carry over.The Rokt Placement block shows in the editor but nothing renders live
The block is on a draft profile, not the published one
Shopify Admin → Settings → Checkout → confirm which profile is Published. Make sure the block is on that profile.The Save step was missed
Adding the block isn’t enough — you must click Save in the top right of the Shopify Checkout Editor.The block is in a section that’s hidden by theme
Some Shopify checkout layouts hide sections by default. Confirm the section where you placed the Rokt block (typically Main) is visible.Still not resolved?
Reach out via chat in the Aftersell admin or email support@aftersell.app. Include:- A specific order number where Rokt Thanks did not appear
- The customer’s shipping country (if known)
- A screenshot of the Shopify Checkout Editor showing the Rokt Placement block on the affected page
- A screenshot of your Aftersell Rokt Thanks tab showing the setup checklist status
- Whether you’ve received any recent email from Rokt about your account