Overview
One of the most common setup errors when implementing the TikTok Post Purchase Survey is not properly configuring Shopify Extensibility. If you encounter issues with your survey not displaying, this is often the cause.
If you see an error modal during the TTPS setup process indicating that Shopify Extensibility is not configured, follow the instructions in this guide to resolve the issue.
Understanding the Error
When Shopify Extensibility is not set up correctly, you'll see an error modal on your TikTok Post Purchase Survey dashboard. This error indicates that the survey setup is preventing your survey from displaying on your Thank You page or Order Status page.
Shopify is migrating all stores to Checkout UI Extensions by summer 2025, so if you haven't already upgraded, we strongly recommend doing so now.
For complete step-by-step instructions on adding the survey to your Shopify checkout, see our KnoCommerce & Shopify Extensibility help doc.
Quick Setup Instructions
To resolve this error and get your TikTok Post Purchase Survey displaying correctly, you'll need to:
Navigate to your Shopify Admin Settings
Select “Checkout” to review the checkout settings
Click "Customize" to open the Checkout Editor
Access the “Apps” section and add the “Kno Checkout Survey” app by clicking the add icon
Select either the Thank You page or Order Status page
Position the app block at the top of the page for the best response rates
Click "Save" to apply your changes
Here is a live walkthrough on how to add KnoCommerce to your Shopify checkout pages
Still Having Issues?
If you've followed the setup instructions and the error persists, please reach out to us at tiktokapps_support@bytedance.com. Our support team can help troubleshoot your specific Shopify configuration and ensure your TikTok Post Purchase Survey displays correctly.