Common Issues

Auction Does Not Appear on the Product Page

Check these first:

1. The app embed is enabled

2. The Auction block 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 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 [e-mail] or use the in-app chat for help adding the required code snippet to your theme.

See Theme Setup and Adding the Auction Block 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 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

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, 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 [e-mail] or use the in-app chat to update the app's currency to match your new store currency.

Need More Help?

Email [e-mail] or use the in-app chat.