> For the complete documentation index, see [llms.txt](https://docs.auctionplusapp.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.auctionplusapp.com/troubleshooting/common-issues.md).

# Common Issues

## Auction Does Not Appear on the Product Page

Check these first:

1. The [app embed](/storefront-setup/theme-setup.md) is enabled
2. The [Auction block](/storefront-setup/adding-auction-block.md) was added to the correct product template
3. The auction is active or scheduled correctly
4. The product is using the expected Shopify template

## Follow or Offer Button Does Not Appear

Check these first:

1. The app embed is enabled
2. The correct app block was added in the theme editor
3. The feature is enabled in Auction Plus
4. For offers, an active [offer rule](/offers/offer-rules.md) matches the product

## Auction Cards Not Showing on Custom Pages

Auction Plus automatically displays the auction countdown on product cards on Shopify collection templates. However, if you are using a custom "page" template, auction cards will not appear by default.

To resolve this:

* Use a collection template instead of a custom page template to display auction listings.
* If you need a custom page, contact `support@auctionplusapp.com` or use the in-app chat for help adding the required code snippet to your theme.

See [Theme Setup](/storefront-setup/theme-setup.md) and [Adding the Auction Block](/storefront-setup/adding-auction-block.md) for more on theme configuration.

## Winner Cannot Complete Checkout

If a winner clicks the checkout link and cannot complete their purchase, the most common cause is **missing inventory**. The underlying Shopify product must have inventory available at your store's default location.

To fix this:

1. Open the product in your Shopify admin.
2. Check that the inventory quantity is at least 1 at your default location.
3. Ask the winner to try again.

See [How Checkout Works](/products-and-checkout/get-started-with-orders-and-checkout.md) for the full checkout flow.

## Customer Cannot Find the Checkout Page

Customers can reach checkout by clicking the payment button from the winner email or accepted-offer email. If the customer still needs help finding the checkout page, you can:

1. Send a payment reminder from the **Customers** page, or share the direct path: `https://yourstore.com/apps/auction-plus`
2. Add the link to customer accounts by following [Adding an Auctions Link to Customer Accounts](/customers-and-bidders/adding-an-auctions-link-to-customer-accounts.md)

## Customer Sees the Wrong Price at Checkout

For auctions:

* Check whether another app, workflow, or staff member changed the Shopify product price after the auction ended
* Confirm the customer is not simply viewing a converted local currency

For offers:

* Confirm the Auction Plus offer discount is listed in Shopify on the Discounts admin page
* If the offer product also contains a [product fee](/products-and-checkout/product-fees-and-buyers-premium.md), make sure the fee product was not deleted in Shopify's products section
* Confirm the customer is not simply viewing a converted local currency

## Email Passcode

Auction Plus does not require a passcode to place bids. If a customer reports being asked for a passcode, this is Shopify's customer account login flow — not an Auction Plus requirement.

Consider advising the customer to check their spam or junk folder for the login email from Shopify, or contact Shopify support for assistance.

## Order Tags

When a winner completes checkout, the Shopify order is automatically tagged based on the transaction type:

* `auction` — for orders containing auction wins.
* `offer` — for orders from the Make an Offer feature.

If the order is not tagged, the customer likely checked out with a different email or account than the one they used to bid.

## Store Currency Changes

Auction Plus uses the store currency set in your Shopify settings at the time of installation. If you change your store currency:

1. Ensure there are no active auctions.
2. Contact `support@auctionplusapp.com` or use the in-app chat to update the app's currency to match your new store currency.

## Need More Help?

Email `support@auctionplusapp.com` or use the in-app chat.