> For the complete documentation index, see [llms.txt](https://docs.samita.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.samita.io/b2b-lock-password-protect/help/lock-not-working.md).

# Lock not working

A step-by-step checklist to work through when a lock isn't blocking or unblocking visitors the way you expect.

Start with your symptom, or work the checklist in order.

## Find your symptom

| What you're seeing                    | Usually means                                       | Go to  |
| ------------------------------------- | --------------------------------------------------- | ------ |
| Nothing is locked anywhere            | Embed is off for the theme you're viewing           | Step 1 |
| One product or page ignores the lock  | It's not in the content selection, or it's excluded | Step 3 |
| You aren't blocked, but should be     | A cookie from your own earlier test                 | Step 5 |
| A Custom liquid rule lets everyone in | Broken snippet — this rule fails *open*             | Step 6 |
| Wrong country or IP detected          | A VPN or a different network                        | Step 7 |

## Checklist

{% stepper %}
{% step %}

### Check the app embed on this theme

The embed is per theme — enable it on one theme, test another, and nothing is locked.

Check the status badge for your current theme on the app's Theme Setup screen. See [Enable the app embed](/b2b-lock-password-protect/quick-start/enable-app-embed.md).
{% endstep %}

{% step %}

### Check the lock is enabled

Each lock has its own enabled/disabled state, separate from the embed. A disabled lock never applies, whatever its rules say. See [Manage locks](/b2b-lock-password-protect/locks/manage-locks.md).
{% endstep %}

{% step %}

### Check the content selection covers what you're testing

Confirm the item you're viewing is in the lock's content selection, and not on its Exclude list. A lock scoped to manually selected products does nothing on a product that was never added.
{% endstep %}

{% step %}

### Check every condition passes

Every condition in an access key must pass — one failure keeps the content locked. Re-check each condition and its If/Unless setting against your test visitor. See [Combining rules](/b2b-lock-password-protect/access-rules/combining-rules.md).
{% endstep %}

{% step %}

### Rule out your own grant-access cookie

Passcode, Secret link, Subscribe, and Confirmation prompt set a cookie so a verified visitor isn't asked again. Verify once and you'll stay unblocked in that browser, even after changing the rules.

Test in an incognito window. See [Grant access duration](/b2b-lock-password-protect/lock-behavior/grant-access-duration.md).
{% endstep %}

{% step %}

### Check Custom liquid snippets

{% hint style="warning" %}
Custom liquid fails **open**. A snippet that's missing, broken, or doesn't render `true`/`false` lets visitors through instead of blocking them.
{% endhint %}

Check the snippet for errors first. See [Custom liquid](/b2b-lock-password-protect/access-rules/custom-liquid.md).
{% endstep %}

{% step %}

### Check country and IP rules

**Location** reads a public IP-geolocation lookup, not a saved address, so a VPN on either end changes the detected country.

**Certain IP addresses** needs an exact match on the visitor's current public IP, which changes with their network.

See [Location](/b2b-lock-password-protect/access-rules/location.md) and [Certain IP addresses](/b2b-lock-password-protect/access-rules/certain-ip-addresses.md).
{% endstep %}

{% step %}

### Still stuck?

Send us your lock's configuration, what you expected, and what happened. See [Contact support](/b2b-lock-password-protect/help/contact-support.md).
{% endstep %}
{% endstepper %}

## Related docs

* [FAQ](/b2b-lock-password-protect/help/faq.md)
* [Contact support](/b2b-lock-password-protect/help/contact-support.md)
* [Enable the app embed](/b2b-lock-password-protect/quick-start/enable-app-embed.md)
* [Combining rules](/b2b-lock-password-protect/access-rules/combining-rules.md)


---

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