> For the complete documentation index, see [llms.txt](https://help.dollarlabs.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.dollarlabs.io/dollarback-store-credit/troubleshooting-and-faq/store-credit-isnt-available-at-checkout.md).

# Store credit isn't available at checkout

The customer has a balance, but checkout doesn't offer store credit as a payment option. Check these in order.

## 1. Is a conditional visibility rule hiding it?

**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).

## 2. Is the customer logged in?

**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.

## 3. Does the balance currency match the checkout currency?

**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.

## 4. Are Shopify's store-credit prerequisites met?

**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.

## 5. Is the balance actually available?

**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.

## Related articles

* [Hide store credit at checkout](/dollarback-store-credit/spending-store-credit-and-rewards/hide-store-credit-at-checkout.md)
* [How customers spend their credit](/dollarback-store-credit/spending-store-credit-and-rewards/how-customers-spend-their-credit.md)
* [Credit expiry and reminders](/dollarback-store-credit/spending-store-credit-and-rewards/credit-expiry-and-reminders.md)
* [A customer didn't receive cashback](/dollarback-store-credit/troubleshooting-and-faq/customer-didnt-receive-cashback.md)