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When testing your storefront, use a private/incognito window with ad blockers switched off. Browser extensions and cached pages are the most common cause of “it doesn’t work for me”.

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Storefront widget

Work through these in order:
  1. App embed — In Online Store → Themes → Customize → App embeds, check that Cb Customer Cart Widget is on and saved in your live theme. See Turn on the app embed.
  2. Pages — In Settings → Widget Visibility, make sure the page you’re looking at is ticked (the default is Cart Page only).
  3. Audience — If the audience is Logged-in Customers or Guest Users, test while signed in or signed out accordingly.
  4. Placement — If the theme is custom or renamed, the widget may not find its spot. Set a selector in Settings → Advanced. See Theme compatibility.
  5. Reload — Changes apply on the next page load. Hard-refresh the page (Ctrl/Cmd + Shift + R).
In the theme editor the widget is shown on every page for previewing. On your live store it follows your Widget Visibility settings — check the pages and audience you’ve chosen.
Set a more specific selector for that location in Settings → Advanced. The widget is added to the top of the element you choose. See Find the right selector.
The drawer is part of every page, so it only shows the widget on pages you’ve allowed. Choose All Pages in Settings → Widget Visibility, or add a Custom Drawer/Sliding Cart Selector.
This shows for a moment while the Cart ID is prepared — most often in Cart Number mode, where the next number has to be assigned. If it stays, reload the page; if it still stays, contact support.
The popup needs a paid plan and Enable Popup Widget ticked. With Popup Timer Delay set to 0, only exit-intent opens it — and exit-intent works only with a mouse (desktop). The popup also only opens on pages where the widget is allowed.
The form needs a paid plan and Require customers to fill out a form on submit ticked in Settings → Popup & Support. Without it, the button sends the cart straight away.

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Cart tracking

  • Plan — The Free plan doesn’t track carts. The dashboard shows a Cart Tracking Disabled banner.
  • Monthly limit — If you see Monthly Cart Tracking Limit Reached, new carts aren’t recorded until next month or until you upgrade.
  • Web pixel — In Shopify, go to Settings → Customer events and check that the CB Customer Cart Manager app pixel is listed and connected. It’s added automatically when the app is installed and updated automatically when a newer version is available. If it’s missing or disconnected, contact support.
  • App embed — Make sure it’s switched on (see above).
Ad blockers and strict privacy browsers can block tracking. Test in a private window with extensions disabled. The dashboard updates every few seconds — give it a moment.
Check the Archived tab — someone may have clicked Hide Cart. Otherwise, the cart may be older than your plan’s history retention.
Orders are matched to carts automatically. If the shopper checked out from a different device or browser, the order may only be matched by email — or not at all if no email is known for the cart. The order itself is unaffected.
The Activity Feed and Activity History need the Basic plan or above.

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Emails

  1. In Email Notifications → Merchant Alerts, tick New support ticket submitted by customer and click Save.
  2. Check the Notification Email addresses (or, if empty, your store contact email in Shopify).
  3. Check your spam folder.
  4. If you use a custom SMTP server, send a test from a template — see SMTP setup.
  • Customer Alerts → Support ticket submitted (confirmation email) must be ticked.
  • The shopper’s email comes from an Email field on your support form, or their customer account if they’re logged in. Add an Email field to your support form.
  • Addresses that previously bounced or reported spam are suppressed and won’t be emailed again.
Sending is paused automatically after repeated bounces, to protect deliverability. Contact support to review and re-enable it.

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Draft orders

Draft orders need the Basic plan or above.
You’ve reached this month’s draft order limit — a Monthly Limit Reached banner explains it. Upgrade, or wait until the 1st of next month.
It’s only enabled when the cart — or the draft order in Shopify — has changed since the last sync. If nothing has changed, there’s nothing to update.
The draft order was deleted in Shopify admin. The app has unlinked it — create a new one from the cart.
Shopify rejected the draft order — usually because a product or variant in the cart has been deleted, or a quantity is invalid. Open Create Customize Cart, remove or replace the affected item, and try again.

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App access & billing

No plan is active on your store. Choose a plan — the Free plan counts — and you’ll be taken into the app.
Reload the app. Plan changes are picked up within a few minutes at most.
Still stuck? Contact support.