Troubleshooting | OTP+ Help

Work through these in order:

Is the app embed on? In OTP+, go to Settings. If you see App embed is not enabled, click Enable app embed, switch on OTP+ Social Login, and click Save in the theme editor. See Turn on the OTP+ app embed.
Is a login method on? Go to Settings > Login methods and turn on Google, Apple or SMS / OTP. With none on, customers see Shopify's normal form.
New customer accounts? Turn on Enable login modal in the Storefront login card. On these stores the widget is a pop-up that opens from the account icon, not a login page. See New vs. classic customer accounts.
Did you save? Changes in Settings only apply after you click Save in the bar at the top of the page.
Signed in already? The login widget is for signed-out visitors. Test in a private window.

I turned the embed on, but OTP+ says it's off

OTP+ only checks your published theme.

If you turned the embed on in a copy or an unpublished theme, OTP+ won't see it. Open the theme editor from an OTP+ button. These always open your live theme.
If you published a new theme, turn the embed on in that theme too.
On the setup page, click Check again. On the Settings page, reload the page.

No countries enabled. Go to Settings > Login methods. Under the SMS countries, if you see "No countries enabled yet", add the countries you sell to with Request country.
Their country isn't listed. Add it. If it shows Premium, click Contact support and we'll turn it on.
Page locks with no countries. A basic page lock sends codes to the same country list. With no countries and no customer rules, new visitors can't get in. OTP+ warns you: "New visitors can't get into your locked pages."

Post-purchase verification and COD verification (with Hold fulfillment (recommended)) hold orders until the buyer confirms.

Is the checkout block placed? Add OTP+ Post-Purchase Verification to both the Thank you and Order status pages in the checkout editor. Without it, buyers can't confirm.
Did the buyer confirm? Orders whose buyer never confirms stay on hold. OTP+ doesn't release or cancel them. Release the hold yourself on the order in Shopify.
Does the order have a phone number? COD buyers need a phone number on the order to get a code.
Did you turn COD verification off? That doesn't release orders already held. The COD order verification card shows "COD orders may still be on hold" with an Open orders button.
"Confirmed COD orders may still be on hold". The buyer confirmed but the hold didn't come off. Release it yourself in Shopify.

A successful check lasts 30 minutes in that browser. A new browser, a private window, or cleared cookies means verifying again.
On product pages: closing the pop-up doesn't count as verifying. Add to cart reopens it.

When you uninstall OTP+:

Before you uninstall, release any orders OTP+ is holding, so none are left waiting.

When you reinstall:

You go through setup again. Your earlier choices are filled in for you.
Check the app embed is still on. See Turn on the OTP+ app embed.
To get Pro back, start it again from Settings > Customizations. If you were in your free trial, you keep the days that were left. The trial clock keeps running while the app is uninstalled. See OTP+ Pro.

Read the message that appears. It tells you what to fix, for example "Minimum price must be greater than 0." or "Check the expected OTP volume fields."
If you see "Publishing your access rules to the storefront failed", click Retry publish.
If something won't load, check the System status link on the Help page.

Still stuck? Email [email protected] — we reply within 1 business day, 24/7.