Customers can't see the edit option

A customer says there's no way to change their order. Almost always, the app block was never added to the page — Account Editor can be fully switched on and still invisible. Work through the nine checks below in order. The first one is the answer most of the time.

Start here: see what customers see

1. Open Account Editor → Features.
2. Select Preview order page.

This draws the order page from your real settings. If a feature is missing here, it's missing for customers. If it says "This feature is off, so customers won't see it", skip to check 2.

Check 1 — Is the app block on the page?

This is the cause about 8 times out of 10.

Turning a feature on doesn't put anything on the page. You still have to add the app block — the piece of the app you drop onto a page in Shopify's editor.

How to tell: open Features. A missing block shows a banner: "This feature is turned on, but customers won't see it until you add the Account Editor app block to the Order status page."

Fix it:

1. Select Add app block on the banner.
2. In the Apps panel, search for Account Editor.
3. Add the block the banner named, then save.

Some features need a block elsewhere. Cancellations sit in the order's action menu; the returns portal is a page in the customer's account. The banner names the page. See Add Account Editor blocks to your store.

Check 2 — Is the feature turned on?

Account Editor ships with every feature off. Go to Features and find the card. It shows On, Not live yet, or Off.

Off means turn it on. Not live yet means it's on but its block is missing — back to check 1.

Check 3 — Have you selected a plan?

Without a plan, feature pages are read-only and nothing runs. You'll see "Choose a plan to turn on these features". Go to Pricing.

Individual features can also sit outside your plan. Those show a Not in your plan badge.

Check 4 — Is testing mode on?

Testing mode hides Account Editor from everyone except a short list of customers. Go to Settings → General and check Testing mode. Either add the customer, or switch it off.

Check 5 — Is the app switched on?

Go to Settings → General and check App status. This is a save-bar setting, so flipping the toggle isn't enough — you have to select Save.

Check 6 — Has the editing window closed?

Go to Settings → Editing window and compare How long orders stay editable against when the order was placed.

Also check Smart window on the same tab. Its rules close editing earlier — on fulfillment days, after a daily cutoff, or outside your operating hours.

Fulfilled orders are always locked. If the order has shipped, editing is closed permanently, whatever your window says. That's expected — it becomes a return or a cancellation instead.

See Set how long customers can edit an order.

Check 7 — Is something blocking this order?

If most orders are editable and one isn't, go to Settings → Editing restrictions:

• Block order edits — The order has one of the tags you listed
• Block product edits — An item has one of the product tags you listed
• Block edits on items with custom details — An item carries custom details, like engraving
• Fraud prevention — Your fraud check flagged the order as high risk
• Paid orders — The order is paid and you've restricted paid orders
• Partially fulfilled orders — Part of it has shipped and you haven't allowed those edits
• Free and $0 items — The item is free and you haven't allowed those edits

Read the order's tags in Shopify. A tag added by another app is a common surprise.

Check 8 — Have you hit your order limit?

This is a customer-facing outage, not a warning. Past your monthly limit, customer edits stop and customers see "Your order limit has been reached. Please upgrade your plan."

Check the usage meter on your dashboard. Upgrade, or buy a booster.

Account Editor emails you at 60%, 80% and 100%. If those go to an unread address, a customer tells you first.

Check 9 — Where did the order come from?

Account Editor only handles orders from your online store, draft orders, subscriptions, and point of sale. Orders created by another app or imported from elsewhere get no editing window and no buttons.

Still stuck?

Have this ready for support: the order number, what the customer sees, which checks you've done, and whether Preview order page shows the feature. Use Chat with us in the app's Help menu.

Good to know

On and visible are different things. Every feature has two parts: the switch in the app, and the block on the page. Both are needed. That split is behind most "the app isn't working" reports.

Changing a setting doesn't change existing orders. Test with a new one.

The preview uses your real settings, including unsaved changes. If it looks wrong there, the setting is wrong — not your theme.

FAQ

Why can't customers edit even though the feature is on?

The app block almost certainly isn't on the page. Go to Features and look for the banner — it names the block and links to the editor.

It worked yesterday and stopped today. What changed?

Check your order limit first — passing it stops edits immediately. Then check whether anyone edited your checkout or removed a block.

Some customers can edit and others can't. Why?

Check testing mode first. If that's off, compare the orders — tags, fraud flags, payment status and fulfillment state can block one and not another.

Do I need a block for every feature?

No, but you need at least one. The Order editing block bundles most actions into one panel. The banner tells you what each feature needs.

Does Account Editor work with my theme?

Order editing doesn't run in your theme. It runs on pages Shopify controls, so your theme can't break it. The one exception is the email upsell banner.

Related articles

• Add Account Editor blocks to your store
• Set how long customers can edit an order
• Which orders can be edited
• Plans, order limits and credits
• Preview what customers will see

Updated on: 21/08/2026