Adding a WhatsApp chat button to your store is a great way to offer instant support and build trust with your customers. It allows shoppers to reach out with questions, request help, or even get personalized product recommendations—right from their favorite messaging app.
But if the chat button isn't showing up on your store as expected, it can be frustrating—especially when everything seems to be set up correctly.
The good news? This is usually caused by a simple setting or display condition that’s easy to adjust.
5 Possible Reasons Why the WhatsApp Chat Button Isn’t Visible and Their Quick Fixes
1. The Button Hasn’t Been Activated
After setting up your button in Kefi, make sure you’ve clicked “Activate”.
If the button is still in draft mode or just saved (but not activated), it won’t appear on your storefront.
How to fix it:
Go to Kefi > WhatsApp Chat Button
Click Activate, available in the top right corner
2. Display Settings Are Limiting Visibility
You can choose to show the button on Desktop only, Mobile only, or Everywhere. If the wrong option is selected, it may appear hidden on certain devices.
How to fix it:
Under the Content tab, check the “Display Chat Icon On” setting
Switch to “Everywhere” if you want it visible on all devices
3. Theme Conflict or Button Placement
Some themes or custom code can interfere with the visibility or placement of the button, especially if it's overlapping with other elements.
How to fix it:
Try switching the button position (left or right)
Preview the changes using Kefi’s built-in Widget Preview.
4. WhatsApp Number Not Added Correctly
If the phone number is missing or incorrectly formatted, the button may fail to load.
How to fix it:
Go to the Content tab in the WhatsApp Button.
Ensure you've selected the correct country code and entered a valid WhatsApp number without extra spaces or symbols.
5. Cached or Outdated View
If you recently made changes, your browser or Shopify store may be showing a cached version of the page.
How to fix it:
Clear your browser cache
Try checking in incognito mode or on another device
Still Not Able to See the Chat Button?
If you’ve tried the steps above and your WhatsApp chat button still isn’t appearing:
Email us at: [email protected]
Or, simply reach out via chat from your Kefi dashboard!