Options are not showing on the backend

Troubleshoot Infinite Options selections missing from orders in Shopify admin, from a disabled app embed to theme and cart issues, step by step.

If orders are being placed and customers are filling out their customization options, but you’re not seeing those selections on the Shopify backend, there are common reasons this happens. Work through them in order and test after each one.

The app embed may not be turned on.

For option selections to pass through to your orders, the Infinite Options app embed needs to be turned on in your Shopify theme editor. If it’s not enabled, selections won’t record correctly.

Follow the steps here to confirm the app embed is enabled: Turn on Infinite Options for your theme

There may be a duplicate app block in your theme.

It’s also possible to have the Infinite Options app block added more than once, which can happen after a theme update, a theme change, or if the block was added again during troubleshooting. When two blocks are present, they can conflict with each other and prevent selections from being recorded on the order.

In the Shopify theme editor, open your product template and check the sections list for more than one Infinite Options block. If you find a duplicate, remove the extra block so only one remains, then save and test a product.

Your theme has Quick Shop or Quick View enabled.

Some themes use a feature called Quick Shop or Quick View, which lets customers add products to their cart directly from a collection page, the bottom of a product page, or the homepage without visiting the full product page.

When this happens, Infinite Options never gets the chance to collect their selections, so nothing is saved to the order.

For more information on what causes this and how to fix it, see Quick Shop Feature.

If you’ve worked through all of these and options still aren’t showing on the backend, reach out to support and we’ll take a look at your specific setup.