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Support
Most questions are setup questions, and most have a quick answer. Start below — if it isn't here, write to us.
From inside the app
Open CheckoutOS → Settings → Support. Sending from there attaches your store, plan and recent logs automatically, which usually saves a round trip.
What to include
Your store domain, which feature is misbehaving, what you expected, and what happened instead. A screenshot of the checkout beats a description of it.
Common setup questions
My blocks aren't showing at checkout
Three things to check, in this order. One: checkout-page blocks require Shopify Plus — on non-Plus plans, use thank-you page blocks, which work everywhere. Two: check the block's display rules; a rule like "cart over $50" hides it on smaller carts by design. Three: confirm the block is toggled on and that your plan covers it.
My payment or delivery rule isn't applying
Rules run as Shopify Functions and evaluate against the live cart. Confirm the rule is enabled, then re-check its conditions against a real cart — country, cart total and product conditions all have to match at the same time. If the rule hides the only available method, Shopify will keep that method visible rather than leave checkout unusable.
My post-purchase offer never appears
Post-purchase offers only appear when the order contains a trigger product you configured, and only for payment methods that support post-purchase changes. Some accelerated wallets skip the post-purchase page entirely — that's a Shopify limitation.
The app is locked and asking me to pick a plan
Your 15-day trial has ended. Your configuration is safe and backed up — nothing was deleted. Choose a plan and everything is restored automatically.
I want my data deleted
Uninstalling the App triggers deletion within 48 hours. If you want confirmation in writing, or need a data export first, email us and we'll handle it. See the Privacy Policy for the full detail.
When the app does something you didn't ask for
A few behaviours are deliberate overrides. They look like bugs the first time you hit one, so here is exactly what is happening and why.
I hid a shipping rate, but it's still showing at checkout
The cheapest shipping option is never hidden, even when you name it in the hide list. Shopify's rules prohibit apps from raising the buyer's default shipping price, and hiding the cheapest rate would do exactly that — the next-cheapest simply becomes the new default. It is worked out per cart, so it follows your rates: if Standard $8 is the cheapest it is kept, and if a free-shipping threshold makes Standard free, that is kept instead. Every other method you list is hidden normally. The same rule applies to reordering — your custom order applies to the options below the cheapest one.
My blocks still aren't showing, and the settings look right
A block has to be placed once in Shopify's checkout editor before it can ever render: Settings → Checkout → Customize → Add block, pick the CheckoutOS block, then Save. Configuring it in our app is only half the job — this is how Shopify's checkout UI extensions work, not a setup bug. The app links straight to that editor and reports back once a block has actually rendered to a buyer.
I renamed a shipping method but the carrier name is still in front
Shopify prepends the carrier name to the method title automatically, and no app can remove it. You can turn “UPS Standard” into “UPS Standard Shipping”, but not into “Standard Shipping”.
I changed a rule and checkout looks the same
Changes publish to checkout the moment you save. What usually happens is that you are looking at a checkout session that was already open — Shopify worked out its shipping options and discounts when that session started. Start a fresh cart and a new checkout to see the change.
My discount applied to more products than I expected
Conditions decide what a discount touches, not just when it runs. A condition about a single item — SKU, product, title, vendor, product type or unit price — narrows the discount to the lines that match it. A condition about the whole cart, like cart subtotal or item count, only decides whether the discount runs at all. With no item-level condition set, the discount applies to every line, which is what an empty Conditions panel is telling you.
My volume discount isn't triggering
Tiers count only the products the discount targets. If you scoped it to one product with a tier at 3 or more, a cart holding 2 of that product and 5 of something else does not reach the tier — the other 5 are not counted. Raise the quantity of the targeted product, or widen the condition.
Age verification is rejecting every order
The age rule is enforced server-side, and it is satisfied only by the Age Verification block. If the rule is switched on and the block has not been placed in the checkout editor, no order can pass it and the store correctly rejects all of them. Either place the block or turn the rule off — the app warns about this pairing in its admin.
The age gate doesn't appear for Shop Pay or Apple Pay
Accelerated wallets skip the checkout page where the gate lives, and they do not permit the cart write the confirmation needs, so those buyers are not age-checked. This is a Shopify platform limit rather than something the app can work around. If every order must be age-checked, disable accelerated checkouts in your Shopify settings.