Frequently Asked Questions & Troubleshooting Guide

1. Preview Mode shows the wrong content environment

Your preview always loads the last content environment you selected in Pack Admin or the Customizer.
To switch environments: go to Pack Admin, choose a different content environment, then refresh your site preview.

Or open an Incognito window to see the default environment.

2. Product updates in Shopify aren’t appearing in Pack

Pack syncs your products/collections automatically, but it can take a moment.
To force a sync: go to Pack Admin → Products → Sync products.

3. Sections visible in the Customizer don’t appear in Preview Mode

There's a limit of 25 sections per page.
Remove unused sections in Pack Admin → Sections to stay within the limit.

4. A created page/section/article is missing

You may have saved it in a different content environment.
Use the dropdown to switch to the correct environment in Pack Admin or the Customizer.

5. Customizer is stuck loading a non-existent page

Try resetting the Customizer:

  1. Go to Pack Admin → Pages → Homepage
  2. Click the three dots → Edit in Customizer

6. Customizer won’t connect

Permissions / Env variables:

  • Ensure your Hydrogen app has the required scopes (see Hydrogen setup guide)
  • Add the correct environment variables (see Env vars guide)

RenderSections component:

  • Verify <RenderSections> is on every route in your codebase—Customizer hooks into it.

Product/collection pages:

  • In Shopify Admin → Products, enable Pack, Online Store, and Hydrogen sales channels.
  • Ensure the product is active and not in draft/archive.

7. Template section edits don’t apply globally

You edited a localized template section—only that page gets updates.
Other pages use their own localized template sections, so they won’t inherit global template changes.

8. A red message “An error has occurred on this page” in the Customizer

This is likely a frontend bug in the codebase.
Ask your agency or developer to check recent code changes.

Or view your Hydrogen deployment logs:
Shopify Admin → Hydrogen → All Deployments → Latest production → Runtime logs

9. Syncing staging and production content environments

Direct syncing isn’t supported yet. Options:

  • Delete and recreate your staging environment to match production.
  • Use the Pack Content API to copy pages or sections between environments (see API reference).

10. Can’t add a new content environment

Check for duplicate page and article handles: Pack Admin → Pages/Articles.
If there are no duplicates and you still get an error, please contact Pack support.

11. I accidentally deleted a section from a page—can I restore it?

Yes. Sections aren’t removed from Pack unless you delete them in Pack Admin → Sections.
To restore: re-add the section to your page in the Customizer.

12. Updated SEO settings aren’t showing on my site

After editing SEO in Pack Admin → Settings, you must publish the changes:

  1. Open the Customizer
  2. Click the cog wheel in the right-side menu → Publish Storefront Settings

13. Section edits in the Customizer disappeared

If you have A/B testing enabled, confirm you edited the variant you’re previewing (e.g., Variant A vs. Variant B).

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