Troubleshooting

The checkbox does not appear

Check Home: consent and the app embed should both show On. In the Shopify theme editor, confirm that Terms checkbox (cart drawer) is enabled in the published theme, then save. Check that the theme is Online Store 2.0. Open Settings → Theme and troubleshooting → Open your cart with diagnostics to see which buttons and drawers were found. For a custom theme, try a preset or add selectors on that page.

Checkout stays disabled after ticking

Consent must be saved to the cart before checkout is enabled. A network failure can stop the save; the customer sees an error and can tick the box again. If this repeats, check the cart in a fresh browser session and contact support with the theme name and the diagnostic result.

A customer accepted but checkout still blocks them

Check whether the checkbox text or links changed after they accepted. A new consent version makes older cart consent invalid, so they need to accept again. Express checkout and product-page Buy it now can bypass the cart checkbox; adjust their behavior under Settings → Where it appears or have the customer use the cart. The checkout rule shows the configured error when current consent is missing.

A draft order checkout link is blocked

The customer cannot tick the cart checkbox from a draft order link. When sharing the link, choose Checkout rules: ignore all checkout rules in Shopify's Share dialog if that order should bypass the rule.

“Your store was not updated” appears

The app saved your settings, but Shopify did not receive the corresponding update. Select Try again in the banner. Then inspect the rule status under Settings → Theme and troubleshooting.

A record is missing

Check that Settings → Record keeping was set to Enhanced when the customer accepted. Standard mode stores details on the Shopify order only. For an enhanced record, copy consent_record_id from the order's Additional details and search for it in Consent records. Records are removed after the configured retention period.

If the issue remains, contact support and include the store, theme, where the checkbox was expected, and any error text. Do not send customer payment details.