My Rule Isn’t Working — Checklist

This is the most common support question. Work through this checklist from top to bottom — most issues are caught in the first few steps.

1. Is the Rule Active?

Open your rule and check the Rule status:

Status	Runs For
Test	Only `test@testing.com`
Active	All customers
Inactive	Nobody

If the status is Test, the rule only works when the checkout email is test@testing.com. If it’s Inactive, the rule doesn’t run at all.

Fix: Set the status to Active (or use Test with test@testing.com to verify).

2. Are You Testing Correctly?

If the rule is in Test mode:

You must enter test@testing.com as the email at checkout.
You must also match all the rule’s conditions (correct country, cart total, products, etc.).

If the rule is Active and still not working, continue below.

3. Is the Method Name Correct?

For hide, rename, reorder, and discount rules (when targeting specific methods), the payment or shipping method name must match exactly what Shopify shows at checkout.

Common mistakes:

Extra spaces in the name
Different capitalization (if case sensitivity is on)
Using the Shopify admin name instead of the checkout name
Using a renamed name instead of the original name

Fix: Temporarily disable all rename rules, go to your checkout, and copy the exact method name as it appears. See How to Find the Exact Original Method Name.

4. Are the Conditions Met?

If your rule uses conditions (On condition), make sure your test checkout actually matches them:

Country condition? → Is the checkout address in the right country?
Cart total condition? → Does your cart meet the threshold? (Check if the condition uses subtotal or total.)
Customer tag condition? → Does the test customer have the required tag?
Product condition? → Is the right product/variant actually in the cart?
“For all products” vs “For at least one product”? → This is a common source of confusion. See “For At Least One Product” vs “For All Products”.

Fix: Simplify your rule temporarily — set the validation trigger to Always and see if the action works. If it does, the issue is with your conditions. Add conditions back one at a time to find which one isn’t matching.

5. Is It a Shopify Plus Requirement?

Customizing the default Credit Card (Shopify Payments) method requires a Shopify Plus plan. This applies to hiding, renaming, and reordering the credit card option.

Third-party payment methods and all shipping methods work on any Shopify plan.

Fix: If you’re on a standard Shopify plan, you can customize all methods except the default Shopify Payments credit card.

6. Does Another Rule Conflict?

If you have multiple rules of the same type, they may interact unexpectedly:

Two rename rules matching the same method
A hide rule removing a method that a reorder rule tries to rank
Conflicting conditions across rules

Fix: Temporarily set all other rules of the same type to Inactive, then test your rule alone. If it works, re-enable the others one at a time to find the conflict.

7. Is It a Rename Rule Issue?

Rename rules have a specific common problem — the wrong method gets renamed. This happens when:

The trigger is set to Contains string and your text partially matches another method name
For example, “Standard” matches both “Standard Shipping” and “Standard Express”

Fix: Switch the trigger to Equals to and enter the full, exact method name. See Rename Showing on the Wrong Method.

8. Has the Checkout Page Updated?

After saving a rule change, Shopify may take a few moments to apply it. In rare cases, you may need to:

Wait 1-2 minutes and try again
Clear your browser cache or use an incognito/private window
Try a different browser

9. Are You Using a Different App That Conflicts?

If you have another checkout customization app installed, it may conflict with Kedra Checkout Rules. Both apps trying to modify the same methods can cause unpredictable behavior.

Fix: Temporarily disable the other app and test. See App Conflicts With My Theme or Other Apps.

Still Not Working?

If you’ve gone through this entire checklist and the rule still isn’t working, contact us through the in-app chat or email info@kedra.io. Please include:

Which rule type you’re trying to use
What you expect to happen
What actually happens
A screenshot of your rule settings (if possible)