Issue symptoms

The Shopify app in Support or Chat doesn't load information and the following error message displays: Your adblocker is preventing the Shopify sidebar app from loading. Please disable your ad blocker or allow your Zendesk subdomain, and then refresh.

Why doesn't the Shopify app display my information?

An ad blocker extension installed in your web browser causes this issue. Ad blockers use regex to filter out certain requests. The ad blocker impacts the following endpoints that load information in the Shopify app:

  • yoursubdomain.zendesk.com/api/v2/tracking/support_user_properties
  • yoursubdomain.zendesk.com/api/v2/tracking/support_group_properties
  • yoursubdomain.zendesk.com/api/v2/tracking/subscription_properties

Resolution steps

To resolve this issue, use one of the following methods:

  • Add custom rules in your ad blocker settings. This allows requests to the endpoints that retrieve information about your Zendesk account in the app. For example, in uBlock, the custom rule syntax for dynamic filters is:

    your_subdomain.zendesk.com https://your_subdomain.zendesk.com/api/v2/tracking/support_user_properties xmlhttprequest allow

    your_subdomain.zendesk.com https://your_subdomain.zendesk.com/api/v2/tracking/subscription_properties xmlhttprequest allow

    your_subdomain.zendesk.com https://your_subdomain.zendesk.com/api/v2/tracking/support_group_properties xmlhttprequest allow
  • Add your Zendesk subdomain to the allowlist of the ad blocker. Go to your Zendesk subdomain, https://yoursubdomain.zendesk.com, select your ad blocker extension, and turn it off for the current site.

See Setting up the Shopify integration for Support and Chat.

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