Store not opening in the app

If a store isn’t opening as expected through your ShopBack app or web browser, here’s what you can try to fix it. 

You may experience this when trying to visit another store while using ShopBack.

What you can try

For iOS users:
Check you’re using the latest version of ShopBack from the App Store. Then, give this a go: 

1. Open your ShopBack app
   
    
2. Tap “Shop Online” at your selected store
   
    
3. Tap “Fix it here” on the pop-up asking if you’re having trouble opening the app.   
   
    
4. Press and hold the store link (e.g. Shopee, Trip) for a few seconds.
   
    
5. From the menu, select “Open in [store name].
   
    
6. Wait till the app opens, then close it.
   
    
7. Return to ShopBack and restart your shopping trip.

For Android users:

Make sure you’re using the latest version from Google Play. If the issue persists, the app you’re trying to open may be set to auto sleep. To turn this off:

Adjust your phone settings (Samsung example)

1. Go to your phone’s settings.
   
    
2. Search for “Background usage limits”.
   
    
3. Tap “Deep sleeping apps” and remove the store app.
   
    
4. Go back and open “Never auto sleeping apps”.
   
    
5. Add the store app here.
   
    
6. Restart your device.
   
    

💡 For other Android devices (Xiaomi, etc.), look for settings like battery optimisation or app launch.

For web users

If you’re shopping on desktop or mobile web:

1. Make sure you’re using a supported browser (Google Chrome, Safari, or Firefox).
   
    
2. Clear your browser cache and cookies.
   
    
3. Disable extensions that may block redirects (e.g. ad blockers, VPNs).
   
    

4. Try again by clicking the store link from ShopBack.
    

   If issues continue, we recommend switching to our app for the best Cashback tracking.