When a customer says they could not change their email or phone, it is one of three things: the tool is not showing, the order cannot be changed, or what they typed did not pass a check. Each case shows the customer a clear reason. Here is every one.
The tool is not showing at all
The Tacey block is not placed in Shopify's checkout editor (Thank you page) or customer accounts editor (Order status page). Turning the tool on in Tacey does not place it.
Customer editing is off. In Editing Tools, then Global settings, check Let customers edit their own order.
The tool is off, or both Let customers change the email and Let customers change the phone number are unticked.
The order cannot be changed
These are shown as a refused tool with a reason:
Reason | Customer sees |
Edit window closed | "The time to make changes to this order has passed..." |
All allowed changes used | "You've reached the maximum number of changes allowed on this order..." |
One of your blocked tags is on the order | "This order is held for review, so it cannot be changed here..." |
Order cancelled | "This order has been cancelled, so it cannot be changed..." |
Order combined into another | "This order was combined with another one, so it cannot be changed here..." |
Local delivery order | "This is a local delivery order, so it cannot be changed here..." |
What they typed did not pass
Nothing on the order changes when any of these fire, and none of them uses up one of the customer's changes.
Problem | Customer sees |
Ticked the email box but left it empty | "Enter your new email, or leave the box unchecked to keep your current one." |
Ticked the phone box but left it empty | "Enter your new phone number, or leave the box unchecked to keep your current one." |
Email not correctly formed | "That doesn't look like a valid email address. Please check and try again." |
Email from a disposable inbox (if you refuse them) | "We can't use a temporary or disposable email address for this order. Please enter an email you can check." |
Phone not valid for the chosen country | "That doesn't look like a valid phone number for the selected country. Please check and try again." |
Phone is for a different country than the order ships to (while the phone country is locked) | "That phone number doesn't match the country this order ships to. Enter a number for the shipping country shown above." |
Each of these is checked twice: once in the form as the customer types, and again by Tacey before anything is saved.
How to help the customer
Read the message they saw. It names the exact problem.
For a typing problem, ask them to correct it and save again.
For a phone country mismatch, either ask for a number in the shipping country, or untick Lock the phone country to the shipping country if customers regularly give numbers from abroad.
For a closed window, used-up limit or blocked order, make the change yourself in Shopify admin.
Saved, but the account did not change
If the order updated but the customer's sign-in email did not, that is expected unless they were signed in on the Order status page and you turned on Also update the customer's account. See Does changing the email or phone on an order change the customer's Shopify account?.
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