Troubleshooting
The theme line is not seen on your store
What "seen in the last 10 minutes" means, the checks in order (live theme, the paste, the store domain), and how to test the config endpoint.
Updated
How "seen on your store" works
When a page of your store loads with the line in it, the script asks LatchPay for your store's config. LatchPay records that call (at most once a minute) and the theme-line step shows Seen on your store in the last 10 minutes. The wizard polls every 5 seconds while you paste in another tab, so the Continue button follows on its own. Not seen means no page with the line has loaded in the last 10 minutes; it does not mean the paste is wrong.
Checks, in order
Open a page of your store
Any page, in a normal or private window. The step needs a real page load after the paste.
Check the theme you edited is the live one
Online Store → Themes: the line must be in the current theme, in
layout/theme.liquid, and the file saved. A draft or an unpublished theme does not count.Online Store → Themes → ⋯ on the live theme → Edit code. Check the paste
The whole tag on its own line directly above
</body>, with{{ shop.permanent_domain }}left exactly as written; Shopify fills it in. Copy it again from the Theme snippet page rather than retyping it.layout/theme.liquid with the LatchPay line on its own line, directly above </body>. Check the store domain
The connected Shopify store is the one you pasted into. The config call carries the store's .myshopify.com handle; a different store answers "enabled: false" and is not recorded for yours.
Password-protected or preview storefronts
A storefront behind Shopify's password page still loads the theme, so the line is seen once you pass the password. Inside Shopify's theme editor nothing runs by design.
Testing the config endpoint
The Theme snippet page links Test the config endpoint: it opens /api/snippet/config?shop=your-store.myshopify.com and shows the JSON the line receives. While the checkout is off it reads "enabled": false, "tracking": true; on, "enabled": true. Opening it yourself also counts as a sighting (recorded at most once a minute).
Browser extensions that block scripts, or a content blocker on your own device, can stop the line from loading for you while buyers are fine. Test in a private window without extensions.
- The line is cached by the browser for a short while; a hard reload picks up a fresh copy.
- You can skip the step for now: the line does nothing until the checkout is switched on, and Go live checks it again.