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Fix a countdown that disappeared or shows the wrong time

Use this guide if the countdown disappeared from your store, or if the time left on it does not match when your offer ends.

The problem​

The countdown counts down to the end date and time you saved in the countdown editor, in Riyadh time (UTC+3). When it gets there, the popup disappears from your store on its own. If you see something else, the cause is usually the saved date or the way you are testing.

Possible causes​

  1. The offer time ran out, so the popup disappeared.
  2. You worked out the end time in your device's time zone instead of Riyadh time.
  3. You duplicated an old countdown, and it may still have its old date.
  4. You did not save the new date.
  5. The schedule or the display settings stop the popup from showing.
  6. The store still shows the previous version.

Fix for each cause​

1. The offer time ran out​

When the countdown reaches zero, the popup closes on its own if it is open, and it does not show on later visits. This is expected.

To run the offer again, choose a new date first. You cannot publish a countdown whose time has run out. If you click Publish popup, the message "The end date must be in the future." appears.

  1. In My campaigns, click the Edit icon (the pencil) next to the countdown, or Customize design for older countdowns.
  2. In Offer end date and time, choose a future date.
  3. Click Save changes.

2. Riyadh time​

The time you choose in the editor is always in Riyadh time, whatever your device's time zone. If you are outside Saudi Arabia, or your device is set to another time zone, work out the end time in Riyadh time.

The customer sees the time left based on their own device's clock. If the customer's device clock is wrong, they may see a different time.

3. A duplicated countdown​

  1. Open the new copy in the editor.
  2. Change the Offer end date and time.
  3. Check the Main heading and the Description so they do not mention an old campaign.
  4. Click Save changes.

4. The date was not saved​

5. The schedule or the display settings​

The end date is not the same as the schedule. If you chose specific days and hours in Schedule, the popup does not show outside the days and hours you chose. See Schedule countdown visibility by date, day and hour.

If the popup does not show to you a second time while you test, the display frequency may be the cause. Test in a private browsing window.

6. The store shows a previous version​

Changes reach your store within a few minutes. Wait a little, then open your store in a private browsing window.

Check that the problem is fixed​

  1. In the editor, the Live countdown timer shows the time left until your end time in Riyadh time.
  2. After a few minutes, open your store in a private browsing window. The time left on the store matches the editor.

When to contact support​

Contact support if:

  • You saved a future date, and after a few minutes the countdown on the store still shows a different time.
  • The popup disappeared before the end time, and scheduling is turned off.

Include: the countdown's name, the end date you saved, and a screenshot of the store.

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