# FAQ

<details>

<summary>Who can use Hubble?</summary>

Hubble is available on the Shopify App Store for all Shopify plans.

You must be using Shopify's new Customer Accounts to use Hubble.

</details>

<details>

<summary>What types of blocks does Hubble offer?</summary>

Hubble provides three categories:

* **Static Blocks:** Fixed content for consistent messaging.
* **Dynamic Blocks:** Adaptive content using customer targeting and filters.
* **Special Blocks:** Advanced blocks for order interactions (e.g., Order Item Actions and Order Items List).

</details>

<details>

<summary>How do I create a new block?</summary>

Simply navigate to the Blocks page in the Hubble sidebar, select the appropriate type of block for your needs, and follow the guided creation flow. Each block type has its own configuration options.

</details>

<details>

<summary>How can I target specific customer groups?</summary>

Use the [conditions](https://docs.overse.app/hubble/conditions) features available in dynamic and special blocks. You can set conditions to display personalized content to defined customers and scenarios.

</details>

<details>

<summary>How do I preview my blocks before publishing?</summary>

Hubble offers preview functionality in the Shopify’s Editor, allowing you to verify the design on live customer accounts.

</details>

<details>

<summary>Can I customize the design of my blocks?</summary>

Yes. You can adjust various settings such as background color, optional headings, content elements (text, images, links), and more to match your store’s branding.

</details>

<details>

<summary>Can I use Hubble to customize Shopify?</summary>

Yes!

There's multiple ways you can use Hubble to customize Shopify, whether you want simple blocks that show to all customers or want to get granular and have different content based customer targets, you can do it.

</details>

<details>

<summary>Which parts of Shopify can I currently customize with Hubble?</summary>

Currently you can customize the following:

**Customer Accounts:**

* Orders page.
* Order Status page.
* Profile page.
* Custom pages in the Customer Accounts.

We're currently working on adding more spaces, such as:

* Checkout
* Theme
* Automated emails
* Thank you page

</details>

<details>

<summary>Can I use custom CSS / Liquid / JS / HTML in the Customer Account and Checkout?</summary>

No, unfortunately.

Shopify does not allow us to add custom CSS / Liquid / JS / HTML to these surfaces and only provide us with pre-built components.

This includes embedded content such as `iframes` and other forms of custom HTML.

If you're a developer or someone who would like to understand why, [read this.](https://shopify.dev/docs/api/customer-account-ui-extensions/latest#security)

</details>

<details>

<summary>How can I see the correct number of orders a Customer has, including test orders?</summary>

Shopify may exclude **test orders** when showing the number of orders in a customer's profile. This can cause confusion when using [**Conditions**](https://docs.overse.app/hubble/conditions) in Hubble, since our logic **does include test orders** when evaluating conditions.

To avoid this mismatch and get the full picture, including test orders:

1. Setup the [**Customer Insights Admin App Block**](https://docs.overse.app/hubble/analytics/customer-insights-admin-block) in the customer profile.
2. View the accurate number of orders in the inside your Shopify admin.

> In this example, Shopify displays **1 order**, but the **Customer Insights Admin App Block** shows the true total: **2 orders**, including a test order.

<figure><img src="https://252181162-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FgNjbkcqEVwk7mzEfZieR%2Fuploads%2Fgit-blob-25b6ca6d35ed60508cc8f5362e379291dc326fa7%2Fimage.png?alt=media" alt=""><figcaption></figcaption></figure>

</details>

<details>

<summary>Does Hubble work for customers who aren't logged into their accounts?</summary>

Yes! Hubble blocks work for customers in both states:

* Pre-authenticated: Accessing order status pages through email links
* Authenticated: Customers logged into their accounts

Your blocks automatically adapt to show personalized content for logged-in customers (like "Welcome back, John!") and general content for guests.

All interactive elements work the same way regardless of login state, with no additional configuration needed and no impact on store performance.

{% hint style="info" %}
Learn more about how Hubble handles [Authentication states](https://docs.overse.app/hubble/advanced/authentication-states).
{% endhint %}

</details>

<details>

<summary>Why do my <code>mailto:</code> links aren't working for some of my users, and they do for others?</summary>

A `mailto:` link can fail for a range of reasons across browser behavior, OS configuration, and environment constraints.&#x20;

Before anything, [head to this website](https://www.caniemail.com/tests/html-mailto-links.html) and click on the test links to verify that this functionality is working in your device.

The main reasons for failure are:\ <br>

1. **No default email client configured**\
   \
   The system doesn’t know what app should handle `mailto:`\
   Common on fresh installs or minimal setups\
   Browsers rely on the OS default handler<br>

   **Example:**

   Windows: no default mail app set\
   macOS: Mail not configured or no default selected\
   iOS and Android: mail app not configured as default Email app.<br>
2. **Browser restrictions / settings**\
   \
   Pop-up blockers or security settings can block the trigger\
   Some browsers require a **user interaction** (e.g. direct click)<br>
3. **Webmail not registered as handler**\
   \
   If using Gmail/Outlook web, it must be explicitly registered to handle `mailto:`\
   Without this, clicking does nothing or prompts the user<br>
4. **Mobile-specific issues**\ <br>

   No mail app installed (rare but possible)\
   Device restrictions (parental controls, enterprise policies)\
   Some in-app browsers (e.g. inside social apps) block or alter behavior<br>
5. **Security / policy restrictions**\
   \
   Corporate environments may disable `mailto:` handlers\
   Browser extensions can block it\
   CSP (Content Security Policy) or sandboxing may interfere<br>
6. **Disabled or broken protocol handlers**\
   \
   OS-level protocol association for mailto: is broken\
   Registry issues (Windows) or misconfigured handlers<br>
7. **Ad blockers / privacy extensions**\
   \
   Some extensions block:

   `mailto:` links\
   External app launches

</details>


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