Troubleshooting
← All documentationBlocking isn’t working at all
Check these two things first, in order:
- The theme app embed is turned on in your Theme Editor. See Getting Started — without this, the blocking script never loads on your storefront, regardless of what rules you have configured.
- Order Shield’s app status (on the Dashboard) is switched on. This is the master toggle for whether rules are evaluated at all.
A specific rule isn’t applying
- Confirm the rule is enabled — disabled rules never participate in matching.
- Check whether you’re over your plan’s block rule limit. Rules beyond the limit are kept but greyed out and inactive; see Plans & Billing.
- Remember the precedence order — a more specific rule (an IP or IP-prefix match) always wins over a broader one (country or province). If a visitor is getting through, check whether a narrower allow rule is matching first. See Block Rules for the full order.
Visitor counts look lower than expected
Visitor counts are session-deduplicated — the same visitor returning from the same IP within a short window counts once, not once per page load. This is expected behavior, not a tracking gap.
Analytics or visitor tracking stopped updating
Check whether you’ve reached your plan’s monthly visitor limit; see Plans & Billing.
A visitor got through who should have been blocked
The app is built to fail open: if a request can’t be evaluated for any reason, the visitor is allowed through rather than the storefront breaking for everyone. If this is happening consistently rather than as a rare edge case, double-check your rule configuration first using the steps above.
Checkout Protection isn’t blocking a customer
Checkout Protection only affects logged-in customers with a linked Shopify customer account, and only enforces customer-ID blocklist entries specifically — not IP or country rules. See Checkout Protection for exactly what it checks.
Still stuck?
Reach out through the app’s Support page and we’ll help you directly.