Troubleshooting
Rule isn't applying at checkout
Step-by-step diagnosis when a rule doesn't discount as expected.
If you've created and activated a rule but the discount doesn't show up at checkout, work through this checklist in order.
1. Confirm the rule is Active
In the Discount rules list, make sure the rule's status toggle is Active (not Inactive). Inactive rules don't apply at checkout.
2. Check the schedule
Open the rule. In the Schedule section:
- Is there a start date in the future? The rule won't apply yet.
- Is there an end date in the past? The rule has expired.
Adjust the dates or remove them if you want the rule to run continuously.
3. Verify the variant is actually matched
Open the rule and click Browse. Search for the product the customer was trying to buy.
- If the variant appears in the matched list — conditions are correct, move to step 4.
- If it doesn't appear — your conditions don't match this variant. Adjust them.
Common reasons a variant isn't matched:
- Conditions use AND but the variant only matches some of them
- Tag is misspelled (case-insensitive but otherwise exact)
- SKU doesn't match (case-sensitive)
- Inventory level changed since you last checked
- Product was removed from a collection
4. Check customer eligibility
If the rule is restricted to a customer segment or logged-in customers only:
- Was the test customer in the right segment?
- For logged-in-only rules: was the customer signed in before checkout? Guest checkout doesn't qualify.
5. Check Markets and channels
If the rule is scoped to specific Markets or sales channels:
- Was the customer ordering from the right Market?
- Were they checking out via the right sales channel?
A US-only rule won't apply to a Canadian-Market checkout, even if the customer is physically in the US.
6. Check for combination conflicts
If another discount is already on the cart and combinations aren't enabled:
- Shopify only applies one discount per cart for non-combinable rules
- Shopify picks the one that gives the larger discount to the customer
If the customer applied a code that takes precedence, this rule will be silently skipped. See Discount combinations.
7. Check for code-based vs automatic
If the rule is code-based, the customer must enter the code at checkout. Did they?
If you intended automatic but the rule is set to code-based, switch the method in the rule editor.
8. Check the underlying Shopify discount
Each active rule creates a corresponding native Shopify discount. Open Shopify admin → Discounts and find the entry for this rule.
- Is it shown as Active there?
- Are there Shopify-side errors on the discount?
- Was it accidentally edited or deleted in Shopify admin? (Don't edit Shopify discounts created by this app — manage them only from inside the app.)
9. Test in incognito
Browser caching or stored Shopify sessions can sometimes show stale discount state. Test the cart in an incognito window to rule that out.
Still stuck?
Contact support and include:
- The rule title and ID
- The product/variant that should have been discounted
- The store URL
- A screenshot of the cart at checkout
We'll look into it.