Troubleshooting

Causes and fixes for common problems, from carts that do not show up to emails that land in spam.

1. DKIM record not verifying? Fix your sending domain

   Most sending domains that won't verify have a record on the wrong host, a value that was cut or changed while pasting, or DNS that is managed somewhere else. Check those, then click Verify DNS again.

2. Shopify abandoned checkouts not showing in RocketCart

   RocketCart only sees checkouts Shopify lists under Orders > Abandoned checkouts, and imports them once an hour. Check that list first, then check that RocketCart is connected.

3. Abandoned cart emails not sending? Causes and fixes

   Recovery emails wait a few hours after the hourly import and never go out at night, and development stores send nothing. WhatsApp needs a connected number and an approved, active template.

4. Abandoned cart emails going to spam? How to fix it

   The best fix is to send from your own authenticated domain (Pro plan) with SPF, DKIM and DMARC in place. Also check the Promotions tab, and test where your emails land.

5. WhatsApp template rejected? How to fix and resubmit

   Hover over the red mark next to the Rejected template to see WhatsApp's reason, open the template, fix the message and click Submit for review again. Review usually takes minutes to hours.

6. Back in stock button not showing on Shopify? Check these

   The Notify me when available button only shows on product pages when the selected variant is sold out, and only after you turn on the Back in stock button app embed in your live theme.

7. RocketCart campaign tracking not enabled: how to turn it on

   Click Activate on the Campaign tracking card, turn on the Campaign Tracking app embed in your live theme and click Save. The App embeds list in the theme editor shows if it is on.