Troubleshooting

Fixes for the most common problems.

The discount is not applying at checkout

1. Check the status first. A Scheduled or Expired campaign never applies.
2. Re-check the qualifiers. With And behavior, every single condition has to pass.
3. If the campaign uses a discount code, the code must be entered at checkout. It will not apply on its own.
4. Check whether another discount is blocking it from combining. See Combinations and strategy.
5. If the discount holds several campaigns with the First strategy, only the first one that applies is used.

I can't create a new campaign

You have reached your plan’s campaign limit. Existing campaigns keep working. Delete one you no longer need or upgrade. See Campaign limits.

Nothing appears on my product page

1. Add the theme block once in the theme editor: open Storefront and use Add to theme.
2. Confirm the campaign targets that product specifically. Collection-wide and store-wide campaigns are not shown on product pages.
3. Confirm the campaign is Active. A scheduled campaign is not displayed.
4. For a campaign created a while ago, run Backfill older campaigns on the Storefront page.

I changed the campaign but the page shows the old offer

Product pages update when the campaign is saved in this app. If you edited the discount directly in Shopify admin instead, wait a moment and reload: the app syncs those changes when Shopify notifies it.

A discount is showing that I did not expect

More than one campaign can target the same product. Open the Manage page and check for other active campaigns covering that product.

Strike-through prices are missing

Make sure the CB Strikethrough Prices app embed is turned on in your theme, then run a sync from the Discount prices page. See Discount prices.

A Discount Manager rule does nothing

1. Check that the rule, its Manager and the Function status are all on.
2. Reject, Replace and Watch rules only run from an automatic discount.
3. Cart rules need the CB Cart Rules app embed turned on, with Enable cart rules ticked.
4. A delivery qualifier has no effect at checkout; remove it if the rule depends on it.

A Cart Transform merge isn't happening

1. Check that every item in Items to Merge is in the cart, in the quantity needed.
2. A merge needs at least two items.
3. Check that the operation’s status is on and its qualifiers pass.

A page of the app looks broken after adding custom code

Open Settings, clear the custom CSS or JavaScript, and save. See Custom CSS and JavaScript.

Still stuck? Contact support.