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Troubleshooting

Session Monitor, Device Fingerprints or Checkout Attempts show nothing

  1. Confirm the storefront script is present: view your storefront's page source and search for tracker.js. If missing, uninstall and reinstall FlexifyGuard.
  2. Remember consent: visitors who decline cookies are not recorded. Test with consent accepted.
  3. Orders and webhook checkouts are recorded regardless — check Orders Risk Review.

Most sessions show Bot / Scraper That is usually accurate. Many stores receive more automated traffic than human visitors. Use IP & Country Control to block offending cloud ranges if it bothers you; verified search engines are already excluded from bot handling.

An order I expected to be cancelled was not

  • Auto-cancel on score is off by default; enable it in Auto Actions.
  • Blocklist and rule cancellations are automatic. Check Alerts for cancellation failed — Shopify rejects cancellation of orders that are already fulfilled or paid by some methods.

Approve / Hold / Cancel says "Older order" Only orders received after your current install can be synced. Manage older orders in Shopify directly.

A real customer was blocked

  • Remove their IP or country from IP & Country Control, or their email from the blocklist.
  • Add them to the Customer Allowlist so they bypass scoring in future.
  • If they came in through Bulk Session Response, deactivating Fraud Response Mode lifts those blocks.

Googlebot appears in Bot Protection Verified crawlers are listed for transparency with risk 0 and are never auto-blocked. If you see a Google IP with a higher score, the record predates the verification feature and refreshes on Google's next visit.

Billing & Plan will not load Reopen the app from Shopify admin (this refreshes your session). If it persists, uninstall and reinstall — your blocklists and rules are kept for 48 hours.