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OTP+ help for Shopify merchants

Verification gates

Ask shoppers to confirm their phone number at the moments that matter to you.

Before you start

Find the gates

  1. Go to Settings > Verification gates.
  2. The Protection rules card lists every gate with its own switch.
  3. After any change, click Save in the bar at the top of the page.

How a gate looks to shoppers

Most gates work the same way:

  1. A pop-up asks the shopper to verify their phone.
  2. The shopper can close it. A small badge then stays on the page, for example Verify to check out.
  3. Clicking the badge, or trying the blocked action again, reopens the pop-up.
  4. After a successful check, that browser skips the gates for 30 minutes.

Gates never show on your store's login and sign-up pages.

The gates

Cart quantity limits

Ask for verification when a cart has more items than you allow.

  1. Turn on Cart quantity limits.
  2. Set Maximum items (1 to 999).
  3. Click Save.

A cart with more items than this number triggers the pop-up. Shoppers see: "Your cart exceeds the limit of [number] items. Please verify your phone number to continue."

Guest checkout protection

Ask shoppers who aren't signed in to verify before checkout.

  1. Turn on Guest checkout protection.
  2. Click Save.

The pop-up opens on the cart page. On other pages, it opens when a guest clicks a checkout button (for example, in a cart drawer). Signed-in customers aren't asked.

Post-purchase verification

Put new orders on hold until the buyer verifies.

  1. Turn on Post-purchase verification.
  2. Pick a mode:
    • First-time — holds orders from buyers without an active customer account on your store. Signed-in, registered customers ship without a check.
    • Strict — holds every order, including registered customers.
  3. Add the OTP+ block to checkout. Click Open checkout editor in the Add the OTP+ block to checkout banner. Add the block OTP+ Post-Purchase Verification to both your Thank you page and your Order status page. Save in the checkout editor.
  4. Click Save in OTP+.

What happens next:

  • OTP+ puts a hold on the order's fulfillment.
  • The buyer sees "Your order has been put on hold" on the thank-you page and clicks Send verification code.
  • The code goes by text to the phone number on the order. The buyer never types a phone number. If the order has no phone number, the buyer may get the code by email instead, or is asked to contact your store.
  • When the buyer enters the code, OTP+ removes the hold. They see Order verified.
  • Buyers can also verify later from their Order status page.

Without the checkout block, buyers have no way to clear a held order.

Product protection

Ask for verification on chosen product pages.

  1. Turn on Product protection.
  2. Choose which products to protect. You can use one rule or both:
    • Minimum price — every product at or above this price is protected. Leave it blank to turn the price rule off.
    • Select products — opens Shopify's product picker. You can protect up to 500 products. Once you have some, the button says Edit selection.
  3. Click Save.

On a protected product page, the pop-up asks: "Please verify your phone number to add this product to cart." If the shopper closes it, a Verify to add to cart badge stays, and Add to cart reopens the pop-up.

Session phone verification

Ask signed-in customers to verify their phone once.

  1. Turn on Session phone verification.
  2. Click Save.

Signed-in customers without a verified phone see a pop-up on their first page: "Verify your phone number to secure your account." They can close it. A Verify your phone badge stays until they verify. Clicking a checkout button reopens the pop-up. Guests are not affected.

Trusted devices

Let returning customers skip the code on a device they already verified.

  1. Turn on Trusted devices.
  2. Set Remember device for (days) (1 to 90; the default is 30).
  3. Click Save.

Next time, the customer sees Welcome back and taps Continue as their masked phone number instead of typing a code. They can also tap Sign in another way. Turning this off, or making the number of days shorter, makes everyone enter a code again right away.

Trusted devices work in the OTP+ login pop-up on stores with new customer accounts.

Coming soon

The Coming soon card shows Bot & high-risk gate, which isn't available yet.

Common problems

A shopper says they verified but got asked again. Verification is saved in their browser for 30 minutes. A different browser, a private window, or cleared cookies means verifying again.

Held orders aren't being released. Check the OTP+ Post-Purchase Verification block is on both the Thank you and Order status pages. Orders whose buyer never verifies stay on hold. Release them yourself on the order in Shopify.

Product protection is on but nothing happens. Add products with Select products, or set a Minimum price. With neither, no product is protected.

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

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