> ## Documentation Index
> Fetch the complete documentation index at: https://codebeans-cb-checkout-rules.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Fix the most common problems with rules that don't run, or run when they shouldn't.

> [accordion] My rule doesn't block checkout
>
> Check these, in order:
>
> 1. **Status.** The rule must be **Active** or **Testing**. Deactivated rules never run.
> 2. **Test email.** In **Testing**, the rule only runs when the checkout email is `test@gmail.com`.
> 3. **Full address.** Rules that check the shipping address only run once every required address field is filled in and the shipping options appear.
> 4. **Countries.** If the rule uses **Specific countries**, the order's **shipping** country must be in the list.
> 5. **Shipping or billing.** Make sure the rule checks the address you are testing. If you are testing the billing address, tick **Billing address**.
> 6. **Conditions (custom rules).** Read the **Preview** card. Remember that conditions describe the orders to **block**. With **All Conditions**, every condition must be true.
>
> Still not working? [Contact us](https://codebeans-cb-checkout-rules.mintlify.site/help/support.md) and tell us the rule name and what you entered at checkout.

> [accordion] My rule blocks orders it shouldn't
>
> * Set the rule to **Testing** straight away, so only test checkouts are affected while you investigate.
> * For **Missing Apartment** and **Phone Must Match Country**, check that you limited the rule to the right countries.
> * For **Block non-Latin characters**, turn on **Allow Extended Latin Characters** if customers use accented letters such as é or ñ.
> * For **Keyword Matching Rule**, remember a keyword matches inside longer words: `box` also matches `Boxwood Road`.
> * For number conditions, remember that *Is less than or equal to* and *Is greater than or equal to* include the value itself.

> [accordion] The message isn't in my customer's language
>
> Customers see the message in their checkout language. If you didn't write a message for that language, they see the English one. Open the rule and fill in the message for each language. See [Error messages and languages](https://codebeans-cb-checkout-rules.mintlify.site/rules/error-messages-and-languages.md).
>
> If the language doesn't appear in the editor, publish it in **Settings → Languages** in your Shopify admin, and check that your plan allows another language.

> [accordion] A collection rule ignores products I added recently
>
> Collection conditions use the products that were in the collection when the rule was saved. Open the rule and click **Save** again.

> [accordion] I can't save my custom rule
>
> * Every rule block needs at least one condition with a value, and an English message.
> * The **Rule Complexity Budget** must be under 10,000 bytes. Remove conditions or shorten messages.
> * If you see **Custom rule limit reached**, deactivate or delete a custom rule, or upgrade your plan.

> [accordion] I can't upload a checkout favicon
>
> * The checkout favicon needs a Shopify Plus store. On other plans, Shopify rejects the upload.
> * Only PNG images are supported.
> * When uploading from a URL, the link must open the image directly and be publicly accessible.

> [accordion] Does the app work on stores that aren't on Shopify Plus?
>
> Yes. Checkout rules work on every Shopify plan. Only the checkout favicon needs Shopify Plus.

> [accordion] Something looks wrong in the app
>
> Clear your browser cache and reload the app. If the problem continues, [contact us](https://codebeans-cb-checkout-rules.mintlify.site/help/support.md).


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