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Troubleshooting
Solutions to common issues. If you can't find an answer here, email support@checkoutmate.app.
Rule is not applying at checkout
1. Check the rule status Go to Rules and make sure the rule shows Active (green badge). If it says Draft or Paused, activate it.
2. Check the sync status An Active rule needs to be synced to Shopify before it works. Look for the sync indicator on the rule detail page:
- 🟡 Syncing — wait a few seconds and refresh
- 🔴 Sync failed — click Retry sync
3. Verify your conditions Go to the rule builder and review your conditions carefully. The rule only fires when all conditions are true simultaneously.
Use the Rule Playground to simulate the rule with a test cart before going live.
4. Test in incognito Always test in an incognito / private window to avoid cached sessions or logged-in customer tags affecting the result.
5. Check your Shopify plan CheckoutMate requires Shopify, Advanced, or Plus. It does not work on the Shopify Starter plan.
Sync failed / rule stuck syncing
Click Retry sync on the rule detail page. If the issue persists:
- Pause the rule and re-activate it
- Check that your Shopify store is accessible
- Contact support with the rule name and the error message shown
Discount not showing on order in Shopify admin
Discount tracking may take up to 24 hours to appear in analytics. For the discount to appear in Shopify order details, it must be applied via the Shopify Functions discount mechanism — CheckoutMate discount rules use this automatically.
If the discount applied at checkout but doesn't appear on the order, contact support.
Customer can't complete checkout (unexpected block)
A validation rule may be blocking checkout unintentionally. Check your active validation rules and review their conditions. Use the Rule Playground to simulate the customer's cart and see which rule is triggering.
To temporarily unblock: Pause the relevant validation rule from the Rules list.
Rule applying when it shouldn't
Your conditions may be less specific than intended. Common causes:
- Customer tag condition: the customer's actual tag in Shopify may differ from what you entered (check for spaces, capitalisation)
- Cart total condition: using
>vs>=— check the operator - No conditions set: a rule with no conditions applies to every checkout
Edit the rule to add or tighten conditions.
Can't find a payment / shipping method name
Payment and delivery rules require exact method names. To find them:
- Payment: Shopify admin → Settings → Payments
- Shipping: Shopify admin → Settings → Shipping and delivery
Copy the exact name (including punctuation) and paste it into CheckoutMate.
App not loading in Shopify admin
- Clear your browser cache or try a different browser
- Make sure you're opening CheckoutMate from within the Shopify admin (not a direct URL)
- Try reinstalling the app from the Shopify App Store
- Contact support if the issue persists
Questions not answered here?
Email us at support@checkoutmate.app and we'll respond within 1 business day.