Install B2B Lock

Common Problems & Fixes

This section covers the most common issues you may encounter with B2B Lock and how to fix them quickly.

1. “My lock doesn’t work / no effect on storefront”

Symptoms

  • You created a lock, but nothing changes on the storefront.

  • Prices are still visible, pages/collections are still accessible to everyone.

Checklist

  1. Is the lock Active?

    • Go to B2B Lock → Locks.

    • Check the Status of the rule.

    • If it’s Inactive, switch it to Active and save.

  2. Is the App Embed enabled?

    • Go to Online Store → Themes → Customize.

    • Open App embeds (or “Apps” section).

    • Make sure B2B Lock is toggled ON for the current theme.

    • Save the theme.

  3. Are you editing the correct theme?

    • If you’re using multiple themes (e.g., draft vs live), confirm that:

      • App embed is enabled on the published theme.

      • You’re testing on the same theme that B2B Lock is installed into.

  4. Did you wait for the install to complete?

    • After saving a new lock, B2B Lock may show a “installing to theme” message.

    • Wait until it confirms completion and then refresh your storefront.

  5. Are you testing with the right type of customer?

    • If the rule says “If customer is tagged wholesale…”, but you’re browsing as a guest or non-tagged account, you might see the expected behavior (no lock).

    • Always test:

      • As a guest

      • As a non-B2B customer

      • As a tagged B2B customer

If it still has no effect after these checks, contact support with:

  • Store URL

  • Theme name

  • Screenshot of your lock settings

  • Description of what you expect vs what you see

2. “Some customers see content they shouldn’t”

Symptoms

  • A customer reports they can still see B2B prices/collections.

  • Certain visitors can access locked pages unexpectedly.

Checklist

  1. Check the customer’s tags

    • In Shopify Admin → Customers, open that customer.

    • Review their Tags:

      • Do they have wholesale, b2b-approved, or any tag your rules grant access to?

    • Clean up old or incorrect tags if needed.

  2. Check rule conditions (Step 2)

    • In B2B Lock, open the relevant lock.

    • Check Step 2 – Control access:

      • Are you using OR when you meant AND?

      • Do you have conditions like “Customer is signed in” that might allow too many users?

    • Make sure the logic matches your intention:

      • Example mistake:

        • “Customer is signed in OR tagged wholesale” → gives access to every logged-in customer.

        • You may want “Customer is tagged wholesale” instead.

  3. Check overlapping rules

    • Do you have another lock that gives access more broadly?

    • Example:

      • Rule A: “Hide prices for everyone except wholesale.”

      • Rule B: “Show prices to all logged-in customers.”

    • The second rule can override your intent.

    • Temporarily disable other rules and test again.

  4. Check test accounts

    • Confirm you’re testing with the correct email/account.

    • Some merchants accidentally use an admin or staff account that has extra tags.

If a specific customer still sees something they shouldn’t:

  • Send support:

    • Customer email

    • Screenshot of their tags

    • Screenshot of related locks

3. App embed / theme issues

Symptoms

  • Locks work on some pages but not others.

  • Theme changes cause locks to stop working.

  • A new theme ignores B2B Lock.

Checklist

  1. Is the App Embed enabled in the current theme?

    • Every time you change or switch themes:

      • Re-enable B2B Lock app embed in Online Store → Themes → Customize → App embeds.

  2. New theme structure

    • Some themes use custom templates or dynamic sections.

    • If B2B Lock was designed for a standard product template and you now use custom sections, the app may need to be rehooked.

  3. Recently installed apps or custom code

    • Other apps that rewrite templates (e.g., page builders, translation apps, custom Liquid) can interfere.

    • If the HTML structure changed heavily, B2B Lock’s selectors may not match.

  4. Multiple languages / markets

    • Check if the issues appear only in specific language versions or markets.

    • You may need theme adjustments to ensure locks apply consistently across languages / storefront versions.

If you suspect a theme-level issue:

  • Send support:

    • Store URL

    • Theme name and version

    • URL(s) where the lock fails

    • Mention any major page builder / theme customizations

4. Overlapping rules & rule conflicts

Symptoms

  • Some locks seem to “cancel” others.

  • Changes on one rule unexpectedly affect other content.

  • You’re not sure which rule is controlling a particular page/product.

Checklist

  1. List all active locks

    • In B2B Lock, filter/search by:

      • Content type (prices, products, collections, pages)

      • Status (Active only)

    • Note all rules that might target the same area.

  2. Check targets for overlap

    • Example:

      • Rule A: hides prices on all products.

      • Rule B: hides prices on collection X for a different group.

    • The more general rule may override your expectations.

  3. Check condition logic

    • Two rules with different conditions can both apply to the same customer.

    • Example conflict:

      • Rule A: “Hide prices for everyone except wholesale.”

      • Rule B: “Hide products for EU customers.”

    • A wholesale EU customer might get unexpected behavior.

  4. Use a structured naming convention

    • Rename rules to clearly describe:

      • Target

      • Audience

    • Example:

      • PRICES – All products – Hide from guests

      • COLLECTION – Wholesale EU – Only eu-wholesale tag

  5. Debug by disabling rules

    • Temporarily deactivate one rule at a time and test:

      • If the issue disappears when one rule is off, you’ve found a conflict.

    • Adjust conditions and targets to reduce overlap.

5. When to contact support

Contact [email protected] or in-app chat if:

  • You’ve checked app embed, theme, and conditions but locks still don’t apply.

  • Specific users see content they shouldn’t and you can’t find any tag/logic cause.

  • There are obvious layout or theme conflicts you’re not comfortable editing.

Including:

  • Store URL

  • Theme name

  • Affected URLs

  • Screenshots of the rule and the issue

…will help the support team solve it much faster.

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