Documentation
Troubleshooting
Sync failures, missing orders, and false blocks.
No orders in Monitor
- Place a fresh test order and wait a minute
- Confirm the app is installed and onboarding finished
- Email support with shop domain and approximate order time if signals never appear
Protection sync failed or pending
- Open Protection and save rules again
- Confirm CheckoutGuard appears under Checkout rules and is enabled
- Copy the exact sync error text when contacting support
Legitimate buyer blocked
- Switch to Monitor temporarily, or relax the matching rule
- Check Dashboard / Incidents for which rule fired
- Re-enable Shield after thresholds look right
Shield on but checkout never blocks
- Confirm the specific rule is enabled (not just Shield mode)
- Confirm sync succeeded after the last save
- Follow Test a blocked checkout
