> For the complete documentation index, see [llms.txt](https://docs-shpf.bsscommerce.com/bss-b2b-lock-login-password-hide-price/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs-shpf.bsscommerce.com/bss-b2b-lock-login-password-hide-price/troubleshooting-and-faq/common-problems-and-fixes.md).

# 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 **<support-sbc@bsscommerce.com>** 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.