> ## Documentation Index
> Fetch the complete documentation index at: https://codebeans-customer-cart-manager.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Fixes for the most common problems with the widget, cart tracking, emails and draft orders.

> [!TIP]
>
> 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".

## Storefront widget

> **The widget doesn't appear at all**
>
> 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](https://codebeans-customer-cart-manager.mintlify.site/storefront/app-embed.md).
> 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](https://codebeans-customer-cart-manager.mintlify.site/storefront/theme-compatibility.md).
> 5. **Reload** — Changes apply on the next page load. Hard-refresh the page (Ctrl/Cmd + Shift + R).

> **The widget shows in the theme editor but not on my live store**
>
> 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.

> **The widget is in the wrong place, or overlaps other content**
>
> 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](https://codebeans-customer-cart-manager.mintlify.site/storefront/theme-compatibility.md#find-the-right-selector).

> **The widget doesn't appear in my cart drawer**
>
> 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**.

> **The badge says “Processing Cart ID…”**
>
> 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](https://codebeans-customer-cart-manager.mintlify.site/help/support.md).

> **The popup never opens**
>
> 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.

> **Clicking the button sends the request without showing my form**
>
> 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.

## Cart tracking

> **No carts appear on the dashboard**
>
> * **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](https://codebeans-customer-cart-manager.mintlify.site/help/support.md).
> * **App embed** — Make sure it's switched on (see above).

> **My own test cart doesn't show up**
>
> 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.

> **A cart disappeared**
>
> Check the **Archived** tab — someone may have clicked **Hide Cart**. Otherwise, the cart may be older than your plan's [history retention](https://codebeans-customer-cart-manager.mintlify.site/plans-and-billing.md#how-the-monthly-limits-work).

> **An order was placed but the cart isn't marked “Order Placed”**
>
> 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 is blurred**
>
> The Activity Feed and Activity History need the **Basic** plan or above.

## Emails

> **I don't receive New Support Request 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](https://codebeans-customer-cart-manager.mintlify.site/notifications/smtp.md#troubleshooting).

> **A shopper didn't get their confirmation email**
>
> * **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](https://codebeans-customer-cart-manager.mintlify.site/storefront/support-form.md).
> * Addresses that previously bounced or reported spam are suppressed and won't be emailed again.

> **“Email sending is paused for this store”**
>
> Sending is paused automatically after repeated bounces, to protect deliverability. [Contact support](https://codebeans-customer-cart-manager.mintlify.site/help/support.md) to review and re-enable it.

## Draft orders

> **The draft order buttons have a 🔒**
>
> Draft orders need the **Basic** plan or above.

> **“Create New Draft” is disabled**
>
> 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.

> **“Update draft order” is greyed out**
>
> 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.

> **“Draft order no longer exists in Shopify”**
>
> The draft order was deleted in Shopify admin. The app has unlinked it — create a new one from the cart.

> **“Shopify Error: …” when creating a draft order**
>
> 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.

## App access & billing

> **Opening the app takes me to the plan selection page**
>
> No plan is active on your store. Choose a plan — the Free plan counts — and you'll be taken into the app.

> **I upgraded but features are still locked**
>
> Reload the app. Plan changes are picked up within a few minutes at most.

Still stuck? [Contact support](https://codebeans-customer-cart-manager.mintlify.site/help/support.md).


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