FAQ
Answers to the questions merchants most often ask about locks, access rules, and behavior.
Why isn't my lock showing on the storefront?
The most common cause is that the app's theme embed hasn't been turned on for the theme you're actually testing. Sami B2B Lock, Password Protect protects your storefront through a Shopify theme app extension embed — if it's off, everything in the app still saves correctly, but shoppers won't see any lock enforced. Open the app's Theme Setup screen, confirm the embed shows Active for the theme you're testing, and turn it on if it doesn't. See Enable the app embed.
Can I combine multiple access rules on one lock?
Yes. A visitor must satisfy every configured condition to get through. If a lock has multiple conditions, one failing condition keeps the content locked. See Combining rules.
Why did a visitor get through my Custom liquid rule when the snippet was broken?
Custom liquid rules are fail-open by design: if the snippet is missing, broken, or doesn't render a true/false result, the app grants access rather than blocking the visitor. This protects shoppers from being stuck behind a broken rule, but it means a typo in your Liquid can quietly let people through instead of locking them out. Always test a Custom liquid rule after editing it. See Custom liquid.
Why wasn't a visitor remembered after they verified on another device?
Grant-access "remember" cookies are stored per-browser. A visitor who verifies a passcode, secret link, subscription, or confirmation prompt on their laptop won't automatically be remembered when they open your store on their phone — they'll need to verify again there. This is expected: the app has no server-side account setting that carries verification across devices. See Grant access duration.
Does the Location rule detect a customer's saved address?
No. Location matches the visitor's detected country using a public IP-geolocation lookup at the time they browse your store, not any address saved on their customer account. Because it's IP-based, a VPN or proxy can change the country the app detects, which can make the rule behave unexpectedly for a visitor you'd otherwise expect to match (or not match). See Location.
Why does my Cart total rule seem to only support "at least"?
Because that's the only comparison it currently supports. The Cart total condition checks whether the visitor's cart subtotal is at least a given amount, and Cart quantity checks whether the total items in the cart is at least a given number — even though the number field might look like it could support other comparisons, it doesn't. See Cart conditions.
Can I have more than one active lock on the Free plan?
No. The Free plan is limited to a single active lock at a time. To create and run a second lock, you'll need to upgrade to a paid plan. See Pricing plans.
How do I customize what a blocked visitor sees?
Every lock has its own design settings — colors for buttons, notifications, the passcode input, and the modal, plus a live preview panel — inside that lock's editor. You can also edit every piece of copy a shopper sees (guest message, passcode/subscribe/confirmation text, notification text) per language. See Colors and templates and Lock behavior overview for what happens to the content itself (hiding price, hiding from menus, redirecting, and more).
Does the app affect anything other than the pages I lock?
No — only content you've explicitly assigned to a lock is affected, and you can always carve out exceptions with a lock's Exclude list even within a locked content type. Everything else on your storefront renders normally. See Locks overview for how content-to-lock, access rules, and behavior fit together.
Why did a customer see a request-access option even though I didn't turn it on?
Request access only appears for locks using the Passcode or Secret link rule, and only once you've turned on Form request access for that lock. If a customer is seeing a request form unexpectedly, check that setting on the lock in question — and if it's off there, the option shouldn't be showing at all. See Request access overview.
Why didn't a customer tag rule match a customer I just tagged?
Double-check that the tag on the customer's account exactly matches the tag configured on the rule — tag matching is exact, not partial. If you just added the tag, also confirm the customer is signed in when they visit, since tag-based rules only apply to logged-in customer accounts. See Customer tags.
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