Frequently Asked Questions (FAQs)

These are the questions merchants ask most often about Discounty: when a campaign can be edited, how its products stay up to date, what happens when a product is in two campaigns, which time zone schedules use, what customers see at checkout, how plans and the free trial work, and how to get help. Each answer stands on its own, and topics that have a full guide link to it.

Campaign editing and statuses

Which campaigns can I edit?

What you can edit depends on the campaign's status:

Scheduled, Expired and Blocked: you can edit every setting.
Active: you can change the end date and time, the countdown timers and auto-update. The app shows "You can only change end time of an active campaign. You have to deactivate the campaign to edit other fields."
While the campaign is processing (Queued, Retrieving, Applying, Reverting, Auto updating or Updating products): you can change the end date and time and the countdown timers. Everything else is locked until processing finishes.
Error: you can't edit the campaign. You can only deactivate it.

For what each status means, see Campaign statuses in Discounty.

How do I change an active campaign?

To change anything other than the end date and time, countdown timers or auto-update of an Active campaign, deactivate it first:

Open the campaign and click Deactivate. Its status becomes Expired, its discount stops applying, and Bulk price editor prices return to their original values.
Make your changes and click Save.
Click Activate. The campaign starts processing again and becomes Active.

Deactivating and reactivating doesn't delete the campaign or its order and revenue history. Any unsaved changes are discarded when you activate or deactivate, so save first.

How do I deactivate a campaign?

Open the campaign and click Deactivate. To deactivate several at once, go to the Campaigns page, select the checkbox next to each campaign, and click Deactivate campaigns. The campaign moves to Expired and its discount stops applying. The campaign itself is kept, so you can edit and activate it again later.

How long does it take for a campaign to become active or inactive?

Discounty checks every minute for campaigns that are due to start or end. How long processing takes depends on how many product variants the campaign covers. Campaigns in the same store are processed one after another, so a campaign may wait in Queued until the one ahead of it finishes. A campaign with a handful of variants finishes in moments, while one covering thousands of variants takes longer. If the campaign goes beyond your plan's limits, it stops at Blocked instead. See Is there a limit on the number of campaigns I can create?

Products and price updates

If I add or remove products in my store or a collection, does an active campaign update automatically?

Whether an active campaign picks up product changes on its own depends on Auto-update the campaign's products when items are added or removed from your store. This option is available on the Discounty plan and above.

If it's on: products that newly match the campaign's selection (for example, a product added to a collection the campaign uses) are added and discounted, and products that no longer match are removed and their prices revert. Every 30 minutes Discounty looks for active auto-update campaigns, and each campaign is re-checked no sooner than 2 hours after its previous update. In practice, expect a store change to show up within about 2 hours. If several campaigns in your store use auto-update, they are refreshed one at a time, so it can take longer. The status shows Auto updating while this runs.
If it's off: the product list is fixed when the campaign is activated. To pick up new or removed products, deactivate the campaign and activate it again.

To update the product list right away, use Sync products (Discounty plan and above). On an active Bulk price editor, Quantity discount or Cart goal campaign, click Sync products on the campaign page, or select campaigns on the Campaigns page and choose Sync products. The status shows Updating products while Discounty re-fetches the campaign's products and re-checks them against your other campaigns. Products that now match are added and discounted, and products that no longer match are removed. Sync doesn't revert the prices of products already in the campaign, and it doesn't rewrite prices that another app has changed. Scheduled auto-updates keep running as before.

If products are still missing, see Why aren’t some or all products discounted in my “Bulk price editor” campaign?

Will a product be discounted twice if it is in two Discounty campaigns?

No, not by default. When a campaign is activated, any variant that another active campaign already discounts is skipped, so the campaign that was active first keeps the product. The app tells you when this happens: "Some products in this campaign are already discounted by another active campaign, so they won't receive this discount." This check covers Bulk price editor, Quantity discount and Cart goal campaigns. Buy X get Y campaigns are checked separately.

If you want two discounts on the same item on purpose, use the campaign's combination settings. See How do I stack two product discounts on the same item? and How do Discounty campaigns combine with each other, Shopify discounts, and third-party app discounts? Otherwise, keep product selections from overlapping between active campaigns.

What time zone are campaign start and end times based on?

Campaign start and end times use your browser's current time zone. The Start date, Start time, End date and End time you enter are saved as a single point in time. If you later open the app from a device set to a different time zone, the displayed times shift to that zone, but the campaign still starts and ends at the same moment. You can set start and end dates on every plan.

Channels and checkout

Why don't Discounty discounts apply on Shopify POS?

Whether a Discounty discount applies on Shopify POS depends on the campaign type, the location's POS subscription (POS Lite or POS Pro), and the campaign's Sales channels or Product availability setting. Staff can also use the Discounty Campaigns tile in the POS app to add Buy X get Y rewards and apply discount codes. See How do Discounty discounts work with Shopify POS? for the full breakdown.

Can I customize the discount text shown in the cart and at checkout?

You can change the text customers see in the cart and at checkout for most campaign types. It depends on the type:

Quantity discount, Cart goal and Buy X get Y: fill in Discount label shown at checkout on the campaign form. You can use the placeholders #{{discount}} and #{{campaign_name}}. The default is #{{discount}} from #{{campaign_name}}.
Shipping discount with Automatic discount: the Title field is what customers see in their cart and at checkout. With Discount code, customers see the code they entered.
Bulk price editor: there is no discount line, because the campaign changes the product price itself. Customers simply see the new price.

The wording and layout around the discount line come from Shopify and your theme, and can't be changed from Discounty.

Plans and billing

Which plans are there?

Discounty has five plans, from lowest to highest: Starter (free), Lite, Essential, Discounty and Ultimate. Each plan sets how many campaigns you can create and how many variants can be discounted at the same time. Discounty and Ultimate have the same features and differ only in these limits. Open Plans in the app to compare them. For the limits per plan, see Is there a limit on the number of campaigns I can create?

How does the free trial on paid plans work?

Paid plans come with a 3-day free trial. You can use the trial once per store, not once per plan. You aren't charged until your trial ends. If you don't want to continue, downgrade before the trial ends and you won't be charged. After downgrading, you can't start a free trial again. For how charges and billing cycles work, including after uninstalling, see Why can charges occur after uninstalling an app, and how do trials and billing cycles factor in?

What happens to my campaigns if I downgrade?

After you downgrade, you have 1 hour to deactivate or edit campaigns that go beyond your new plan's limits. After that, extra campaigns are moved to Blocked automatically, starting with the most recently created ones, and their discounts stop applying. Bulk price editor prices return to their original values. To run a Blocked campaign again, upgrade, or edit it to fit your plan.

What happens to my campaigns if I uninstall Discounty?

Deactivate your campaigns before uninstalling so prices return to their original values. The Safe uninstall page in the app does this for you. For the full steps and how to recover if you uninstalled with active campaigns, see What happens when you uninstall Discounty, and how do you recover?

Support

How do I get help, and how quickly will I hear back?

You can get help in two ways inside the app:

Ask Lumos. The Ask Lumos box on most pages answers questions about your store and your campaigns right away. See How do I use Lumos, the AI assistant in Discounty?
Chat with support. Open the chat in the app. An AI agent answers common questions immediately, and you can ask for a person at any point. A member of our team then continues the conversation.

Response times vary with the queue. The Ultimate plan includes priority support.

Need a hand? Contact our support team through the app — we're happy to help.