This article helps you diagnose the most common reasons RP Local Delivery Date does not appear or does not behave as expected on your storefront.
1. Problem description
Use this article if you see one or more of these symptoms:
the app does not appear in Shopify admin → Apps
the app opens but important settings are missing
the delivery or pickup picker does not appear in the cart
the picker appears in the wrong theme or the wrong template
the picker appears in theme preview but not on the live storefront
delivery or pickup is missing for some products, collections, pages, or locations
dates, times, or time slots are missing or incorrect
delivery fees are missing, duplicated, or incorrect
the picker works on desktop but not on mobile
the picker works in one browser but not another
the app worked before and stopped after a theme change or another app install
a staff member cannot access the app or save changes
billing or subscription status may be preventing normal use
the page shows a browser or JavaScript error
2. Quick checks
Start with these low-risk checks before changing settings:
Confirm the app is installed in Shopify admin → Apps.
Open Shopify admin → Apps → RP Local Delivery Date and confirm the app loads.
Open Settings → Billing and confirm the expected app plan is active. Check Shopify billing separately if a charge is pending or declined.
Confirm at least one location is active and configured for delivery, pickup, or both.
Confirm the relevant feature is enabled for that location:
local delivery
local pickup
Confirm you edited the correct theme in Shopify admin → Online Store → Themes.
Confirm you tested the correct template:
cart page
cart drawer
both, if your theme uses both
Confirm RPDelivery Date App Embed is enabled.
Confirm you saved the theme changes.
Confirm whether you are testing the live theme or an unpublished theme preview.
Test in a private or incognito browser window.
Test on both desktop and mobile.
3. Diagnostic steps, starting with the safest and easiest
Follow these steps in order. Test after each change.
Step 1: Confirm the app is installed and accessible
Go to Shopify admin → Apps.
Confirm RP Local Delivery Date appears in the app list.
Click the app and confirm it opens without an error.
If the app does not open, have the store owner or an admin confirm:
the app is still installed
the store has not paused billing or app access
your staff account has permission to use apps
Step 2: Confirm the correct theme and template
Go to Shopify admin → Online Store → Themes.
Identify the live theme.
If you recently changed themes, confirm whether the app was configured in the old theme only.
Click Customize on the theme you want to test.
Open the cart template used by your storefront.
If your theme uses a cart drawer, test the cart drawer too.
Step 3: Confirm app embed status
In the theme editor, open App embeds.
Enable RPDelivery Date App Embed.
Save the theme.
Preview the storefront again.
Step 4: Confirm theme preview versus live storefront
If the picker appears in preview but not on the live storefront, confirm whether:
you edited an unpublished theme
you did not publish the updated theme
the live theme uses a different cart template
If safe for your store, publish the correct theme only after you have tested it fully.
Warning: Publishing a theme affects your live storefront. Test on a duplicate or unpublished theme first whenever possible.
Step 5: Confirm app configuration
In Shopify admin → Apps → RP Local Delivery Date, review:
location status
delivery or pickup toggles
date picker settings
time or time-slot settings
blackout dates
lead time
cutoff time
delivery areas
delivery rates
Save any needed changes.
Test the storefront again.
Step 6: Confirm eligibility for the product, collection, location, or page
Test with a product you know should be eligible.
If product restrictions are enabled, open Products and cart value on the relevant profile and confirm the product's Shopify tags match the saved eligibility rule.
If the problem appears on some pages only, confirm the picker is meant to appear on that page. In most cases, this app is expected in the cart experience, not on every product or collection page.
If location-specific rules exist, confirm the location itself is active and its schedule is valid.
Step 7: Confirm browser behavior
Refresh the page fully.
Test in a private or incognito browser window.
Test in another browser if available.
Test on a mobile phone and on a desktop browser.
If the issue only happens in one browser, the cause may be cached storefront assets or a browser-specific script conflict.
Step 8: Collect technical errors when support requests them
Do this only if you are comfortable using browser developer tools or support asks you to.
Open the affected storefront page and your browser's developer console.
Refresh the page and look for red error messages, especially ones mentioning:
app scripts
theme scripts
cart drawer behavior
blocked requests
Save a screenshot of any error without changing or running anything in the console.
Step 9: Check for theme or third-party app conflicts
Think about recent changes:
theme update
theme customization
new cart app
new drawer app
upsell app
shipping or checkout app
If the issue started after one of these changes, test in a duplicate theme with only the necessary setup enabled.
If you use a heavily customized cart, confirm whether another app controls the same cart area.
Step 10: Confirm Shopify permissions, API access, and billing status
Confirm the staff member testing the app has access to apps and theme customization.
Confirm the app is still authorized in the store.
Confirm the Shopify store is active and not in a restricted billing state.
Open Settings → Billing and confirm the expected app plan is active.
If Shopify shows a pending or declined app charge, ask the store owner to review it or contact support. Do not infer storefront behavior from billing status alone.
4. Safe checks organized by possible cause
Use the symptom groups below to choose the next low-risk check. More than one
cause can produce the same symptom, so test after each change and stop when the
result is unclear.
Cause: The app is not installed or is no longer accessible
Possible symptoms:
the app is missing from Shopify admin → Apps
the app does not open
only some staff can access it
Known solutions:
Reconfirm the app installation from the Shopify App Store listing.
Ask the store owner or admin to verify app access and staff permissions.
If the app was accidentally removed, reinstall it and review all setup before going live again.
Cause: The wrong theme or the wrong template was edited
Possible symptoms:
the picker appears in preview only
the picker appears in one cart layout but not another
the live storefront does not match the theme editor
Known solutions:
Identify the live theme in Shopify admin → Online Store → Themes.
Reapply the app setup to the correct theme if needed.
Test both cart page and cart drawer if the theme supports both.
Cause: The app embed is disabled
Possible symptoms:
the app is installed but nothing appears in the cart
the picker appears in the wrong place
the picker disappeared after a theme change
Known solutions:
Open the theme editor and enable RPDelivery Date App Embed under App embeds.
Save the theme and retest.
If the picker is duplicated or older app code remains in the theme, contact support for a compatibility and migration review.
Cause: App configuration is incomplete or unpublished
Possible symptoms:
pickup or delivery is missing
no dates are available
delivery areas do not behave correctly
rates are missing
Known solutions:
Confirm at least one location is active.
Confirm the location has delivery or pickup enabled.
Confirm schedules, cutoff times, lead times, and blackout dates are set correctly.
Confirm delivery areas are configured correctly.
Save the changes.
Cause: The product, collection, location, or page is not eligible
Possible symptoms:
the picker works for some products but not others
one location works and another does not
the merchant expects the picker on a page where it does not normally appear
Known solutions:
Test with one known eligible product.
Review product restrictions by location if enabled.
Confirm you are testing the intended page type.
Confirm the selected location is active and has a valid schedule.
Cause: Cached assets or browser-specific behavior
Possible symptoms:
one browser works and another does not
the problem disappears in incognito
mobile and desktop results differ
Known solutions:
Test in a private or incognito window.
Test on another browser.
Test on both mobile and desktop.
If the issue only exists in one environment, capture the exact browser and device details for support.
Cause: JavaScript errors or storefront script conflicts
Possible symptoms:
the picker area loads partially
buttons do not respond
the cart breaks after loading
browser console shows red errors
Known solutions:
Capture the exact JavaScript error.
Identify any recently added theme customizations or third-party apps affecting the cart.
Test in a duplicate theme with minimal conflicting changes where possible.
Contact support with screenshots of the console errors and the affected page.
Cause: Theme or third-party app conflict
Possible symptoms:
the issue started after installing or updating another app
the cart drawer or cart page was recently rebuilt
only one theme has the problem
Known solutions:
Review recent theme and app changes.
Test on a duplicate theme.
On a duplicate theme, temporarily disable only the recently changed cart, drawer, upsell, or checkout integration needed to isolate the conflict.
Ask support to review the theme/app interaction before making deeper storefront changes.
Cause: Shopify permissions, API access, subscription, or billing issues
Possible symptoms:
staff cannot save or access settings
app features stop working unexpectedly
delivery rates do not behave as expected
the app billing screen shows a problem
Known solutions:
Ask the store owner or admin to verify staff permissions.
Confirm the app is still installed and authorized.
Confirm the app subscription or trial is active.
Open Settings → Billing and confirm the expected app plan is active.
If access or billing still looks wrong, contact support with screenshots. The exact effect of a failed or expired charge must be confirmed by support.
Cause: Theme compatibility or an older installation
Use the current theme app embed and app settings for setup. An older
installation can leave manually inserted snippets or script loaders that cause
a missing or duplicate picker after a theme change. This is a migration case,
not an alternative setup method. Do not add, copy, or delete app scripts or
snippets in theme files without a support review.
Known solutions:
Preview the intended theme and enable the app embed in the theme editor.
Save, return to the app, and test both the cart page and cart drawer.
If the picker is missing, duplicated, or visible with the embed disabled,
duplicate the theme and keep the unchanged copy for rollback.Contact support with the theme name, affected URL, screenshots, and whether
the theme was copied or upgraded. Support or a qualified theme developer
should record and remove only confirmed legacy RP Delivery Date code.Test the duplicate on desktop and mobile before publishing it. Do not use a
live theme as the first migration test.
5. How to confirm the problem is fixed
After making a change:
Open the storefront in a private or incognito window.
Test on desktop.
Test on mobile.
Add a known eligible product to the cart.
Confirm the correct delivery or pickup options appear.
Confirm the correct date, time, or time-slot options appear.
If delivery fees apply, confirm the expected fee appears.
If the issue involved a specific location, product, or area, repeat the exact failing test case.
If possible, have another staff member test too.
6. When not to make additional changes
Stop changing settings and contact support if:
you have already changed multiple settings and no longer know what caused the problem
the issue affects live customers during business hours
the problem started after a theme migration or a custom cart rebuild
you see JavaScript errors you do not understand
billing, authorization, or app-access status looks wrong
support has already asked you not to change the setup further
7. Information to send support
Send all of the following that apply:
permanent
.myshopify.comstore domainapp name and environment shown in Shopify admin
published theme name and whether the issue also occurs on an unpublished theme
affected page URL
whether the issue is on the cart page, cart drawer, or both
affected product handle, when relevant
affected location name and Location ID
affected Delivery or Pickup Profile ID
affected Shopify order number, when relevant
approximate occurrence time and time zone
browser and device details
whether the issue happens on desktop, mobile, or both
exact steps, expected result, and actual result
whether the problem started after a theme or app change
sanitized screenshots or a screen recording of the app, theme editor, or
storefront issueexact error text and any request or reference ID
live-store and customer impact, urgency, and any workaround
Do not send passwords, access tokens, API or webhook secrets, private calendar
URLs, payment-card details, or unnecessary customer personal data. Use the
Shopify order number instead of copying customer contact or address details.
Crop or mask unrelated browser tabs, notifications, account menus, and private
data in attachments.
Contact: