Troubleshooting

Find your problem below. Most issues come down to the app embed, a missing block, or a trigger that doesn’t match.

My offer isn’t showing

Check these in order:

App embed: Pro Upsells is on in App embeds, on your live theme.
Offer status: the offer is active and saved.
Block: for Embedded, the right block is on that exact page type.
Display page: it matches the page you’re viewing.
Trigger: the product, collection or cart value matches.
Products: they’re hidden if sold out with Hide out-of-stock products on, or if already in the cart with Hide product if already in cart on. Deleted products are left out.
Cache: check in a private window.

Move the block in the theme editor. If there’s no block, the offer uses Placement in the offer’s Settings.

I see a note in the theme editor instead of my offer

The block has no active offer for this page. If an offer shows elsewhere on the page, you have two blocks of the same type, so remove the extra one.

I see a grey loading shape before the offer appears

This is normal. The app reserves the offer’s space so your page doesn’t jump when it loads. The size adjusts automatically after the first visits.

Add to cart shows an error

The message comes from Shopify, usually because the product is sold out or above its available stock. Check the product’s inventory.

The discount isn’t applying

The offer’s Minimum purchase quantity must be met.
With Cross-sell, the trigger product must be in the cart.
Other discounts may not combine with it. Check the combination settings of your other Shopify discounts.
Check the method under Settings > Discount apply method in Upsells.

The free gift isn’t added

The app embed must be on, the gift must have stock, the cart must have at least one product, and the trigger must match. The gift is added once per offer for a shopper, so test in a new private window.

The Slide Cart doesn’t open

Check that Pro Upsells: Slide Cart is on in App embeds. If your theme uses a custom cart button, it may need setting under HTML Element Identifiers in Customize. Contact support if you need help.

Shoppers aren’t seeing the notification prompt

Enable web push notifications must be on. A shopper who refused in their browser or chose Not now in the past week won’t see it. iPhone shoppers must add your store to their home screen first.

A checkout block isn’t showing

The Checkout page needs Shopify Plus. Check that the block is saved in the checkout editor and that the offer’s Display page matches.

Still stuck?

Contact support and include your store address, the offer’s name and a screenshot.