FAQ & troubleshooting

Quick answers to the questions we hear most. Can’t find yours? Get in touch.

The gift form isn’t showing

• Check you added the gift-owlerts block in the theme editor and clicked Save. See Add the gift form.
• If your theme uses a cart drawer, the form can’t go inside it. Add it to the product page.
• Make sure you added it to your live theme.

A shopper didn’t get a reminder

• Is the occasion switched on? The shopper’s occasion must match an occasion you created, with Status ticked.
• Is it on Klaviyo? Occasions synced to Klaviyo are reminded by your Klaviyo flow, not Gift Owlerts. Check the flow is live.
• Check the timing. Reminders go out Days before the date, in UTC.
• Check spam. Ask the shopper to look in their spam or promotions folder.

The reminder email shows no products

Products come from the collection the shopper picked under Their interests. If that collection has no active products, the email says “No products available”. Keep your interest collections stocked.

Can I change who the email comes from?

Not at the moment: reminders are sent from the Gift Owlerts address. If you want full control over the sender and design, connect Klaviyo and send reminders from your own flow.

Why does Contacts say “Unavailable”?

The shopper saved the occasion without being logged in. Their name is filled in after they place their order.

My Klaviyo flow sends on the day, not before

Your email is below the Wait until gift_N_date step. Move it above. See Build your Klaviyo reminder flow.

Klaviyo says “Skipped”

Usually this means the shopper already has 5 occasions in Klaviyo, or your store is on the Free plan, which doesn’t include Klaviyo.

Can shoppers save more than one occasion?

Yes. On the gift form they click + Add another reminder, and in their customer account they click Create Reminder as many times as they like.

How do shoppers stop reminders?

From any reminder email, via Manage your Owlerts here, or by deleting the reminder in their customer account.