> For the complete documentation index, see [llms.txt](https://fulbix.gitbook.io/fulbix-fraud-and-ip-blocker/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://fulbix.gitbook.io/fulbix-fraud-and-ip-blocker/troubleshooting/common-issues-and-how-to-fix-them.md).

# Common Issues and How to Fix Them

***

#### Issue 1 — I am blocked from my own store

**Cause:** You created a Blacklist rule that includes your own IP address, or you accidentally blocked your own country.

**Solution:**

**Option A — Use your Store Access URL**

1. Find the URL you saved from **General Settings → Store Access**.
2. Open it in your browser. This URL bypasses all rules and will always let you in.
3. Once inside the Shopify Admin, go to **Fulbix → Fraud Rules** and remove or disable the rule blocking you.

**Option B — Regenerate the Store Access token (if you lost the URL)**

1. Open your Shopify Admin and navigate to **Apps → Fulbix Fraud Protection**.
2. Go to **General Settings**.
3. Click the **refresh icon** next to the Store Access URL to generate a new token.

> **Warning:** Regenerating the token immediately invalidates the old URL. If anyone else had a copy of the previous URL (e.g., a colleague), send them the new one.

**Option C — Disable the app embed temporarily**

1. Go to **Shopify Admin → Online Store → Themes → Customize**.
2. Open **App Embeds** and toggle Fulbix **off**.
3. Save the theme.
4. This disables all protection and lets you access the store normally.
5. Log into the Fulbix app, fix the rule, then re-enable the embed.

***

#### Issue 2 — No data is showing in Analytics

**Cause:** The App Embed is not activated, or no visitors have arrived yet.

**Solution:**

1. Go to your **Dashboard** and check the banner at the top.
2. If it is yellow and says "App Embed is not activated" — click **Activate App Embed** and follow the steps to enable it in your theme editor. Remember to click **Save** in the theme editor.
3. If the banner is green, the embed is active. Wait for visitors — data appears within minutes of the first session.
4. If you just activated the embed, try visiting your own store from a different device or browser to generate a test event.

***

#### Issue 3 — A rule is created but it is not blocking

**Cause:** The rule is disabled, the wrong condition is set, or a Whitelist rule is overriding it.

**Solution:**

1. Go to **Fraud Rules** and find the rule in question.
2. Check the **toggle** — is it in the enabled (on) position?
3. Check the **rule type** — is it Blacklist (block) or accidentally set to Whitelist (allow)?
4. Check the **IP or country values** — is the visitor's actual IP or country covered?
5. Check if a **Whitelist rule** exists for the same IP or country. Whitelist always overrides Blacklist.
6. Check that the **App Embed is active** on the Dashboard.

***

#### Issue 4 — Legitimate customers are being blocked

**Cause:** A rule is too broad, or the VPN risk threshold is too low.

**Solution:**

**For IP or country rules:**

1. Go to **Fraud Rules** and review which rule is triggering (check Analytics → Block Reason Distribution).
2. Edit the rule to narrow it down — use a specific IP instead of a range, or remove a country that has legitimate customers.

**For VPN / proxy blocking:**

1. Go to **Security → Bot Protection → Proxy & VPN Blocker**.
2. Raise the **Risk Score Threshold** — try increasing it by 10–15 points.
3. Check that **Allow iCloud Private Relay** is toggled **on** — this prevents Apple users from being caught by VPN detection.

**For bot protection modules:**

1. If you are seeing false positives from bot detection, consider which module might be catching legitimate traffic.
2. Toggle off individual modules one at a time and monitor the visitor log to identify the cause.

***

#### Issue 5 — The Block Page looks wrong or is not showing my customization

**Cause:** Changes were not saved, or a custom CSS error is affecting the layout.

**Solution:**

1. Go to **General Settings → Block Page → Setup**.
2. Make your changes and look for the **Save Bar** at the top of the page.
3. Click **Save** — the Save Bar must be used; changes are not auto-saved on this page.
4. If you added custom CSS, temporarily remove it to check if it is causing display issues.
5. Test the block page using Test 1 in Article 10.

***

#### Issue 6 — Changes are not saving

**Cause:** Some settings require the Save Bar; others save instantly on toggle.

**Quick reference:**

| Setting type                    | How it saves                             |
| ------------------------------- | ---------------------------------------- |
| Toggle (on/off switches)        | Saves **instantly** — no button needed   |
| Text fields, URLs, color fields | Requires the **Save Bar** at top of page |
| Block page customization        | Requires the **Save** button             |

If you see a **Save Bar** at the top of the screen, your changes are pending. Click **Save** to confirm or **Discard** to undo.

***

#### Issue 7 — My SEO or Google ranking is being affected

**Cause:** Concern that Fulbix is blocking search engine crawlers.

**Answer:** Fulbix maintains a permanent allowlist of verified bots — including Googlebot, Bingbot, and all major search engine crawlers — that are **always allowed** regardless of your security settings. You cannot accidentally block them.

If you are seeing a drop in SEO performance, it is not caused by Fulbix blocking crawlers. Other factors (site speed, content changes, Shopify theme issues) are more likely causes.

***

#### Issue 8 — I cannot find the Store Access URL

**Cause:** The URL was never saved, or the previous token was regenerated.

**Solution:**

1. Go to **General Settings**.
2. Find the **Store Access** section.
3. Click the **eye icon** to reveal the full URL.
4. Click the **clipboard icon** to copy it.
5. Save it somewhere safe outside the browser immediately.


---

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