Common Issues | Chargezen

This guide covers the most common issues users encounter with CheckoutOS and their solutions. If you don't find your issue here, check the Error Codes reference or contact support.

Upsells Not Showing

If your post-purchase upsells aren't appearing after checkout, work through these checks:

Verify Campaign is Active

Check Targeting Rules

Confirm Shopify Integration

Test with a Real Order

Quick Test

Create a campaign with no targeting rules (shows to everyone) and a 100% discount on a low-value product. Place a test order to verify the flow works.

Checkout Extensions Not Appearing

If trust badges, progress bars, or other checkout extensions aren't visible:

Shopify Plus Requirement

Native checkout extensions require either:

Shopify Plus plan, or
Checkout Extensibility beta access (available to some non-Plus stores)

Check your plan in Shopify Admin → Settings → Plan.

Extension Placement

Verify extensions are placed in a visible location:

Go to Shopify Admin → Settings → Checkout → Customize
Look for CheckoutOS extensions in the available blocks
Drag them to your desired position in the checkout layout
Save and preview changes

Discount Conflicts

CheckoutOS discounts may conflict with existing Shopify discounts or other apps. Common symptoms include:

Upsell discount not applying
Wrong discount amount shown
Multiple discounts stacking unexpectedly

Discount Stacking

Shopify limits discount combinations. If a customer has already applied a discount code, CheckoutOS upsell discounts may not apply. Configure your discount rules in Dashboard → Settings → Discount Functions.

Resolution Steps

Review Active Discounts

Check Discount Combination Settings

Configure CheckoutOS Priority

Slow Loading or Timeout

If CheckoutOS features are loading slowly or timing out:

Network Issues

Check your internet connection stability
Try clearing browser cache and cookies
Test in an incognito/private browser window
Temporarily disable browser extensions

App Conflicts

Other Shopify apps can occasionally conflict with CheckoutOS:

Temporarily disable other checkout-related apps
Check for JavaScript errors in browser developer console
Review recently installed apps that may affect checkout

Check for JS Errors

// Open browser developer tools (F12) and check the Console tab
// Look for errors mentioning:
// - chargezen
// - checkoutos
// - checkout-extension

// Common error patterns:
// "Failed to load resource" - Network/CORS issue
// "undefined is not a function" - JavaScript conflict
// "Extension blocked" - CSP or ad blocker issue

Analytics Not Tracking

If your dashboard shows no data or incorrect metrics:

Data Delay

Dashboard metrics have a 15-minute delay. For real-time data, use the Analytics section which provides live updates.

Verify Tracking

Check Integration Status

Review Webhook Status

Place a Test Order

Mobile Display Issues

If CheckoutOS features don't display correctly on mobile devices:

Test on actual devices, not just browser emulation
Check mobile-specific settings in Dashboard → Settings → Store → Mobile Behavior
Review any custom CSS for mobile breakpoint issues
Ensure your Shopify theme is mobile-responsive

Still Having Issues?

Error Codes

Look up specific error codes and their meanings

Learn more

Contact Support

Get help from our support team

Learn more