Troubleshooting: Orders Are Not Being Blocked

If an order should have been blocked but was not, check the list entry and the action settings first.

Checklist

1. Confirm the email, phone, IP, or domain is in the Blocklist, not only in Suspects.
2. Confirm the value is typed correctly. Check spaces, country code, phone formatting, and domain spelling.
3. Go to Settings > General and confirm the relevant Order action is not set to None.
4. If you expect checkout to stop immediately, use Prevent order, not Cancel order.
5. If you use IP blocking, confirm IP blocking is enabled.
6. If you use domain blocking, confirm Domain blocking is enabled.
7. If the order came from an app or integration, enable WooCommerce REST API protection.
8. Clear site cache and checkout optimization cache.
9. Retest in a private browser window.

Common Causes

• The customer is only a suspect, so the plugin is watching but not blocking.
• The rule is enabled for registration or forms but not for checkout.
• The phone number format in the blocklist does not match the checkout phone format.
• The store uses a custom checkout flow that changes field names or submits through an integration.
• The order was created by REST API and API protection is disabled.

What To Capture For Support

• The blocked value you expected to match.
• A screenshot of the Dashboard row for that value.
• A screenshot of the relevant Settings section.
• The order ID that should have been blocked.
• Whether checkout is classic, block-based, or a third-party checkout plugin.

Expected Result

After the correct list and action settings are enabled, a matching test value should be prevented, canceled, or logged according to your configuration.