> ## Documentation Index > Fetch the complete documentation index at: https://docs.aftersell.com/llms.txt > Use this file to discover all available pages before exploring further. # Why is Rokt Thanks not showing on my confirmation page? > Troubleshoot common reasons why Rokt Thanks may not be displaying on your confirmation page, Order Status page, or customer account pages. # 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"](#the-app-block-isnt-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 If any of these are incomplete, Rokt Thanks will not render. ### 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? * [The Rokt Thanks tab doesn't appear in my Aftersell admin](#the-rokt-thanks-tab-doesnt-appear-in-my-aftersell-admin) * [I just enabled Rokt Thanks and nothing is showing](#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-on-one-page-but-not-another) * [Rokt Thanks shows for some customers but not others](#rokt-thanks-shows-for-some-customers-but-not-others) * [Rokt Thanks used to show but recently stopped](#rokt-thanks-used-to-show-but-recently-stopped) * [I see the Rokt Placement block in the editor but nothing renders at checkout](#the-rokt-placement-block-shows-in-the-editor-but-nothing-renders-live) *** ## The Rokt Thanks tab doesn't appear in my Aftersell admin Rokt Thanks is only surfaced in the Aftersell admin for stores that are eligible at the store level. If you don't see the **Rokt Thanks** tab at all, the most common causes are: ### Your store's primary market is outside the supported regions Rokt Thanks primarily supports stores selling to customers in: * United States * Canada * United Kingdom * Australia If your store's billing address or primary market is set to a country outside this list (for example, Hong Kong, Singapore, Japan, or most of continental Europe), the Rokt Thanks tab may not be available. Coverage outside these regions is limited and depends on the advertiser pool. ### Your store sells in a sensitive vertical Stores in certain restricted or sensitive industries are not eligible for Rokt Thanks. If you're unsure whether your vertical is affected, reach out to support and we can confirm. ### Your Aftersell account is on an older version On rare occasions, older installs need to be upgraded before the Rokt Thanks tab appears. Reach out to support and we can refresh your account. If you believe your store should be eligible and the tab is still missing, contact [support@aftersell.app](mailto:support@aftersell.app) with your store URL and primary shipping region. *** ## 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 The **Rokt Placement** app block must be added in the Shopify Checkout Editor on each of these pages individually. Placing it on only one page means it only renders on that page. How to verify and fix: 1. Open the Aftersell admin → **Rokt Thanks** tab. 2. Click **Edit Thank You Page** — confirm a Rokt Placement block is in the layout. **Save**. 3. Click **Edit Order Status Page** — confirm the same. **Save**. The block can be placed anywhere on the page. We recommend the **Main** section (the central column where the order confirmation banner and line items appear), positioned just below the order confirmation banner so it's visible without scrolling. Avoid placing it in the Order Summary column or the Footer — those sections are smaller and tend to be missed by customers. ### 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. How to verify: Open each page in the Shopify Checkout Editor and confirm the Rokt Placement block is present and saved. *** ## 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 Customers shipping to other countries may not see the placement. Coverage in other regions is limited and depends on the advertiser pool at the time of the visit. ### 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](mailto: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 *** ## Related guides * [What is Rokt Thanks?](/aftersell/what_is_rokt_thanks) * [Activating and Configuring Rokt Thanks](/aftersell/activating_and_configuring_rokt_thanks) * [Rokt Thanks Settings](/aftersell/rokt_thanks_settings) * [Rokt Thanks Payouts](/aftersell/rokt_thanks_payouts)