Assuming you have successfully installed the code snippet for the Product Page Gallery (PPG) feature, as per our Getting Started article, then here are some pointers to help debug the issue:
- Ensure that your product pages include a HTML canonical tag. We use this tag to find the definitive URL to use for the page - as there are potentially multiple URLs that can lead to the same page (such as the language specific in the URL, various parameters, or the specific collection which lead to the page for example). Without a canonical tag, the specific URL for the product page used by a customer, may not match what we have recorded.
- In the HTML canonical tag is missing from your product page, we will fall back to trying to find a matching Snapppt Item of yours, which matches the exact URL of one of its hotspots. This will work in many cases, but where it does not - you'd need to work with a developer to get the canonical tag added to your theme.
- Once you have addressed the above, ensure you refresh your Hotspots by visiting the 'Account Details' section of your Snapppt account, and scrolling down to click the 'Refresh Hotspots' link.
If you're still having troubles, then feel to reach out to us at support 👍