1) Quick Summary of the Issue
If your campaign is active but customers still see regular prices (no discounted “sale” price, no strikethrough, or no savings display), the cause is usually one of these:
The campaign is not actually applying to the product
Display Settings are not configured to show sale visuals
Required price fields (like Compare-at) are missing (for strikethrough modes)
A conflict is preventing the campaign from running
Scheduling/timezone or storefront caching is masking the change
2) Quick Check (Checklist)
Use this quick checklist before deeper troubleshooting:
Campaign status is Active
Product is included in the campaign selection
Product is not excluded (Exclusions)
Campaign timing is valid (Start/End Date + store Timezone)
No conflict with another campaign on the same product
Display Settings are set to a mode that shows a sale presentation
If using strikethrough, product has a valid Compare-at price
You refreshed the storefront (hard refresh) and tested in incognito
You tested the exact product page that should be discounted
If any item fails, that’s almost always the root cause.
3) Step-by-Step Solution
Step 1 — Confirm the campaign is actually running
Open your app → Campaigns.
Find the campaign you expect to apply.
Confirm status is Active (not inactive, not pending, not blocked by conflict).
If you recently edited the campaign, click Save and ensure the saved version is active.
Expected result: Campaign shows as Active without warnings.
Step 2 — Confirm the right products are included
Open the campaign.
Go to Products (or Product selection).
Verify the product is part of:
selected product list, or
eligible collections (if used)
If Auto-update exists, confirm it’s set the way you expect.
Common failure: Product was never included, or it was added after campaign creation and Auto-update is OFF.
Step 3 — Check exclusions (most common hidden blocker)
In the same campaign, open Exclusions.
Search the product title/handle.
If it appears there, remove it from exclusions.
Save the campaign.
Expected result: Product is six again.
Step 4 — Verify scheduling + timezone
Open the campaign → Scheduling.
Confirm:
Start date/time is in the past (already started)
End date/time isn’t in the past (already ended)
Confirm your Shopify store timezone:
Shopify Admin → Settings → Store details → Timezone
Common failure: Store timezone differs from your assumption, so the campaign is not “live” yet.
Step 5 — Check for campaign conflicts
If the product is eligible but still not discounted, check conflicts:
Go to Campaign list.
Look for conflict indicators on the campaign (or product scope).
If a conflict exists:
deactivate one campaign, or
adjust schedules so they do not overlap, or
remove the product from one campaign
Save and re-check status.
Expected result: The campaign becomes active without conflict blocking.
Step 6 — Validate Display Settings (sale visuals)
Sale price visibility depends on how you configured the storefront display.
Open campaign → Display Settings.
Choose a mode that explicitly shows discounted pricing on the storefront.
Save the campaign.
Refresh the product page.
Important: Display Settings affect what customers see, not whether the discount applies at checkout.
Step 7 — If you expect strikethrough, confirm Compare-at price exists
If you use a strikethrough mode (original price crossed out), Shopify typically needs a Compare-at price baseline.
Open Shopify Admin → Products → open the product.
Check pricing:
Price
Compare-at price
Set Compare-at price (if your strategy requires it).
Refresh your product page.
Expected result: Strikethrough appears when Display Settings is configured for it.
Step 8 — Rule out storefront caching / theme refresh issues
Sometimes the discount is applied, but your browser or storefront is showing cached content.
Open the product page in an incognito/private window.
Hard refresh (Ctrl+Shift+R / Cmd+Shift+R).
Test on a different browser or device.
If you use a CDN/app caching layer, purge cache if applicable.
Step 9 — Confirm the discount applies at checkout (critical test)
Even if product page visuals don’t update, the real source of truth is checkout.
Add the product to cart.
Proceed toward checkout.
Confirm the discount is applied as expected.
If it applies at checkout but not on product pages, the issue is primarily in Display Settings / compare-at / theme rendering—not campaign logic.
4) When Should I Contact Support?
Contact support if you confirm all items below and the issue persists:
The campaign is Active and saved
The product is included and not excluded
Scheduling is correct in store timezone
No conflicts are present
Display Settings are configured correctly
You tested in incognito + hard refresh
Sale price still does not show AND/OR discount does not apply at checkout
When you contact support, include:
Campaign name + campaign type
Affected product URL(s)
Screenshot of campaign status (showing Active/conflict state)
Your store timezone
What you expected to see vs what you see now (1–2 sentences)