Store credit isn't available at checkout
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The customer has a balance, but checkout doesn't offer store credit as a payment option. Check these in order.
Look at: DollarBack admin → Settings, the store credit visibility setting. It's either always show or show on condition, a cart total/subtotal threshold enforced by a payment-customization function at checkout.
You'll see: visibility set to a condition like "cart total ≥ $50" while the customer's cart is below the threshold. This is the most common cause: the credit isn't gone, the payment option is deliberately hidden for that cart.
Fix: if the rule is intended, no action; the option reappears once the cart crosses the threshold. Otherwise switch the setting back to always show (it applies to new checkouts immediately).
Look at: how the customer reached checkout.
You'll see: store credit is tied to the customer's account. A guest checkout, or a checkout under a different email/account, shows no store credit option.
Fix: have the customer sign in to the account that holds the balance before checking out.
Look at: the currency of the customer's credit versus the market/currency they're checking out in. Credit is issued in the customer's resolved currency, and Shopify offers a store-credit balance only when it matches the checkout currency.
You'll see: for example, a USD balance while the customer browses your EUR market, so checkout won't offer the USD credit.
Fix: have the customer switch back to the market/currency their credit was issued in. For stores selling in several currencies, expect balances to be usable only in their own currency.
Look at: your Shopify admin settings. DollarBack issues Shopify-native store credit, so checkout only shows it where Shopify supports it: store credit must be enabled as a payment method in your Shopify payment settings, and the customer experience must support it (it isn't available on every checkout type or accelerated wallet flow).
You'll see: store credit missing for every customer, not just one, which points to a store-level prerequisite rather than a DollarBack setting.
Fix: enable store credit in Shopify's payment settings and re-test with a normal web checkout.
Look at: the customer's entry in the credit log and the scheduled rewards tab.
You'll see: the credit still pending under a holding period, or already expired.
Fix: pending credit releases automatically at the end of the holding period; expired credit is gone unless you re-issue it manually.
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