CartShield Help & Support
Have questions about setting up validation rules, testing with Shop Pay, or custom logic? We are here to help.
Direct Merchant Support
Reach our engineering team directly. We respond to all merchant support requests within 24 business hours.
Available Sunday – Thursday, 8:00 AM – 6:00 PM UTC
Self-Service Resources
Most validation rule questions can be answered instantly in our interactive documentation and step-by-step tutorial.
Top Troubleshooting Inquiries
1. Why isn't my validation rule blocking checkout during testing?
Ensure the rule is enabled inside your Shopify Admin: go to Settings → Checkout → Checkout Rules and verify that CartShield's validation rule is set to Turn on. Rules created inside the app only enforce checkout blocks when active in Shopify's Checkout settings.
2. Can customers bypass rules with Apple Pay or Shop Pay?
No. Unlike legacy JavaScript apps that ran only on the cart drawer, CartShield is built on Shopify Functions. The rule runs directly on Shopify's checkout servers before the payment transaction is created, making it completely un-bypassable.
3. What information should I include when opening a support ticket?
Please include your myshopify.com store URL, the rule title you are configuring, and a screenshot of the checkout screen or error behavior.