Troubleshooting Checkout Offers

An offer doesn't show in checkout

Go through these in order:

1. Is it Live? The switch in the Status column must be on, and the badge must read Live. An offer can only go Live on a Shopify Plus store or a development store. See Requirements and what Beta means.
2. Is the block added? Each place has its own Oxify block in Shopify's checkout editor. The Placement column shows Added or Not added, and the offer's Where it shows step says "This spot isn't added in Shopify's checkout editor yet" when it's missing. See Add Oxify's blocks in the checkout editor.
3. Offer group? The block's Offer to show must be the same name as the offer's Offer group. Left empty or on Automatic, a block shows only offers set to Below the order summary. See Place an offer in a block you choose.
4. Does the buyer match Who sees it? Set the step to Everyone to test. Shopify's checkout editor ignores these conditions, so it can show offers real buyers don't see. See Choose who sees an offer.
5. Product offers hide themselves when every product is already in the cart (unless you chose Show it anyway), when the products are sold out or not available in the buyer's market, and in checkouts where Shopify doesn't let apps add items. A bundle also hides when the buyer already has one of its products.
6. A discounted offer hides while its discount needs attention. Look for the banner at the top of the offers list. See Discounts on offers.
7. A free gift hides until the gift guard is on, and before the cart reaches the goal unless Show before it's unlocked is ticked.
8. A progress bar linked to cart rewards hides when that reward is turned off or has no tier, or when the buyer has a customer tag you excluded from rewards. A bar set to Hide the bar hides once the goal is reached.
9. A spot limit may be in the way. Check How many offers show in this spot in the Where it shows step.
10. Under each item, on a phone. Buyers see Edit items and Item protection after opening the order summary.
11. You reinstalled the app. Open Checkout Offers (Beta) once. Oxify puts the Live offers back into checkout when the page loads.

"Checkout isn't showing your latest changes"

This red banner at the top of the page means your last change didn't reach checkout, and checkout still shows the previous version. The banner gives the reason. For example, "Offer data is N KB; the limit is 120 KB. Shorten or pause some offers." means your Live offers together are too big. Shorten some, pause others, or use fewer products in long lists.

Then publish again: save a Live offer, switch an offer on or off, or click Move up or Move down on an offer. The toast "Saved, but checkout wasn't updated" means the same thing.

The price in checkout is the full price

• Open the offer's Discount step. It should say Discount ready. If it says Needs attention or Not set up yet, see Discounts on offers.
• The offer row and the banner can say "Discount not applying" or "the discount didn't apply in N checkouts in the last 24 hours". The discount may be off, or another discount may be taking its place.
• Check the combine settings under Cart editor → Settings → Advanced settings. If order discounts are set not to combine, a discount code or cart reward can knock out the offer's discount, and the offer shows This discount may be dropped.
• Check Only when the cart is at least and any Bigger discount for bigger carts tiers: the buyer's own items before discounts must reach the amount.

Buyers can't add an item

When buyers see "Couldn't add this item. Please try again.", or the page warns "Buyers couldn't add it in X of Y tries in the last 24 hours", the usual cause is a product that sold out or was unpublished. Check the products in the offer. The offer must also be Live: if you pause it while a buyer has checkout open, tapping Add fails.

A/B test isn't splitting buyers

• The test only runs while the offer is Live. The card says Starts when Live otherwise.
• If a variant that is switched on can't show, for example because its discount isn't ready, the whole test is dropped and everyone sees variant A. Check each variant's Discount status and save again.
• A variant you switched off gets no buyers.

See A/B test an offer.

The numbers look low or missing

• Shown counts checkouts, not page views, and each checkout counts once.
• Revenue and orders come from placed orders.
• Numbers can be up to 15 minutes old. Click Refresh on the offer's page.
• Days follow your store's time zone. Check the Date range.

See Results and analytics.

Still stuck?

Contact Oxify support and include the offer's name and, if you can, an order number.