Products no longer show the right size chart or quiz¶

Guide type: Troubleshooting guide Difficulty: Beginner Applies to: Product display rules and linked products

Use this guide when a product that used to show a SmartSize size chart or fit quiz no longer shows one, or shows the wrong chart or quiz.

Symptoms¶

You may see one of these symptoms:

a product that used to show the Size Chart button no longer shows it
a product shows a size chart for the wrong category
a product shows the Find my size button when it should show Size Chart
changes to collections or tags broke the product display rules
the button appears after you edit the product in Shopify, then disappears again

Quick checks¶

1. Check the product display rules¶

Open the size chart or fit quiz and review the Product display rules.

Confirm that the product you are checking still matches at least one condition. If you use collections, tags, or product types, make sure the product still has those values in Shopify.

2. Check that the chart or quiz is still published¶

If a chart or quiz was accidentally unpublished, it will not appear on any product.

Open the chart or quiz and confirm the Status is Active.

3. Refresh the linked products list¶

SmartSize caches the list of products that match each rule. If you recently changed a product in Shopify, the cache may still show the old state.

In SmartSize, look for a refresh or reload option near the product display rules or linked products section. Trigger a refresh and check whether the product now appears in the matching list.

4. Check for overlapping rules¶

If multiple charts or quizzes have rules that match the same product, the one with the highest priority wins.

Open each chart or quiz that could match the product and compare their rules. If a different rule has higher priority, either lower its priority or make the intended rule more specific.

Causes and fixes¶

Cause: product was moved or retagged¶

What happens: You moved a product to a different collection, removed a tag, or changed its product type in Shopify. The old product display rule no longer matches.

Fix: Update the product display rule to use the product's current collection, tag, or type. Or switch the condition to Products and select the exact product.

Cause: chart or quiz was unpublished¶

What happens: The chart or quiz was set to Draft by mistake, or another user unpublished it.

Fix: Open the chart or quiz, set Status to Active, and save.

Cause: linked products cache is stale¶

What happens: SmartSize shows the cached product list from before your Shopify changes. The cache has not refreshed yet.

Fix: Trigger a refresh of the linked products or product display rules in SmartSize. If no refresh button is available, wait a few minutes and check again.

Cause: overlapping rules with higher priority¶

What happens: Another chart or quiz has a rule that also matches the product, and its priority is higher. The wrong one appears.

Fix: Review the priority order of your charts and quizzes. Lower the priority of the unintended rule, or make the intended rule more specific so it wins.

For more details, see Set up product display rules.

Cause: the app extension is inactive¶

What happens: The product matching is correct, but Shopify is not loading the SmartSize button.

Fix: Check the App extensions card in SmartSize. If the extension is inactive on the live theme, re-enable it.

For steps, see Turn on the SmartSize app extensions.

Check the result¶

After applying a fix:

Save the chart or quiz.
Refresh the linked products list if available.
Open the product page on your storefront.
Refresh the page.
Confirm that the correct SmartSize button appears and opens the right chart or quiz.
Check a few other products to make sure the fix did not break them.

If it still does not work¶

Contact SmartSize support and include:

the product URL where the wrong chart or no chart appears
the name of the chart or quiz that should appear
a screenshot of the product display rules
a screenshot of the matching product list
any recent changes you made to the product in Shopify

This helps support check whether the issue is rule logic, product data, cache, or rule priority.