Countdown Lock Limitations and Troubleshooting
Use this page to check what Clock Countdown supports and to fix common problems after setup. For the setup steps, see Countdown Lock.
Availability & Limitations
Section titled “Availability & Limitations”| Feature | Status | Notes |
|---|---|---|
| Clock Countdown timer | ✅ Live | Date & Time condition with After date/time → Visible from only |
| {timer} placeholder | ✅ Live | Required: must be included in message text |
| Message customization | ✅ Live | Free-form text + {timer} anywhere |
| Layout settings | ✅ Live | Desktop & mobile width, alignment, orientation |
| Design settings | ✅ Live | Font, text color, timer color, background color |
| Custom CSS | ✅ Available | Advanced users: overrides default styles |
| Before date/time → Visible until | ❌ Not available | The Use clock countdown checkbox is not shown for this option |
| Timer timezone | ℹ️ Note | Uses your Shopify store’s timezone: set in Store details |
| ⚠️ Note: Clock Countdown is not available for passcode, login, customer tag and other rule types. |
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| ⚠️ Note: The countdown timer uses your Shopify store’s timezone. If your timer appears off by hours, go to Shopify Admin → Settings → Store details and verify your timezone. |
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Common Issues & Fixes
Section titled “Common Issues & Fixes”| What You See | Why It Happens | What to Do |
|---|---|---|
| No timer visible on the storefront. | The condition is not After date/time → Visible from, Use clock countdown is not ticked, or {timer} is missing from the message. | Edit the lock → Step 2 → in the Date & time condition, choose After date/time → Visible from and tick Use clock countdown. Then open Customize message and confirm {timer} is in the text. |
| The Use clock countdown checkbox is missing. | The condition is set to Before date/time → Visible until. | Switch the condition to After date/time → Visible from. Clock Countdown is not available for Visible until. |
| Timer shows wrong time or timezone. | Shopify store timezone is set incorrectly. | Go to Shopify Admin → Settings → Store details → update your timezone. |
| Timer shows negative numbers. | The target date is in the past. | Edit the lock → update the Date & Time to a future date/time. |
| Content does not unlock when timer hits zero. | The page was not reloaded, or the lock has another access condition blocking it. | Reload the page: the timer does not unlock content by itself. If it is still locked, review the Summary card and remove any additional conditions that may prevent unlocking. |
| Timer layout looks wrong on mobile. | Mobile width is set too narrow. | Re-open Customize message → Layout → set Mobile width to 100%. |
| Custom CSS is not applying. | CSS may have a syntax error, or it is overriding the wrong selector. | Double-check your CSS syntax. Try a simple test rule first. |
| Timer message shows the raw placeholder ‘{timer}’. | The message was saved without the live preview loading. | Re-open Customize message, verify {timer} is in the text, and click Save. |
Still Need Help?
Section titled “Still Need Help?”Contact support via the app or at [email protected]
• Click Chat support in the help panel visible on the lock editor page.
• Or email [email protected] with the details below.
When contacting support, include:
• Your shop URL (e.g. yourstore.myshopify.com)
• The rule name using the countdown
• A screenshot of the Preview & customize message modal
• The date and time you are targeting