Canonical URL: https://chargezen.com/docs/checkoutos/troubleshooting/common-issues

# Common Issues

Solutions for frequently encountered CheckoutOS problems

Last updated: 2025-01-16

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](https://chargezen.com/docs/checkoutos/troubleshooting/error-codes) reference or [contact support](https://chargezen.com/docs/checkoutos/troubleshooting/support).

## Upsells Not Showing

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

1

#### Verify Campaign is Active

2

#### Check Targeting Rules

3

#### Confirm Shopify Integration

4

#### 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:

1.  Go to Shopify Admin → Settings → Checkout → Customize
2.  Look for CheckoutOS extensions in the available blocks
3.  Drag them to your desired position in the checkout layout
4.  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

1

#### Review Active Discounts

2

#### Check Discount Combination Settings

3

#### 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

```javascript
// 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

1

#### Check Integration Status

2

#### Review Webhook Status

3

#### 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



](https://chargezen.com/docs/checkoutos/troubleshooting/error-codes)[

### Contact Support

Get help from our support team

Learn more



](https://chargezen.com/docs/checkoutos/troubleshooting/support)

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