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# Upsell FAQ & Troubleshooting

### Purpose
### Primary support-deflection article

### 🔝 Top Issues

### Upsell not showing
### Check:

* **Upsell module enabled (Upsells → Settings)**
* **Offer status = Active**
* **Upsell Block added**
* **Conditions met**
* **Market enabled**
### Discount not applying
### Check:

* **Discount slider > 0%**
* **No overlapping Shopify discounts**
* **Market currency rules**

### Timer missing
### Check:

* **Timer enabled**
* **Duration < edit window**
* **Not expired**

### A/B test not starting
### Check:

* **Two active offers on same surface**
* **Test status = Active**
* **Check offer start and end date**


### Email upsell shows no opens/clicks (or no tracking)

### Check:

* **You pasted the snippet from Get email snippet (not hand-written HTML)**
* **The platform's email/order merge tags are still in the snippet (e.g. Klaviyo {{ email }} / {{ event.order_id }})**
* **For PDP redirect: the Email upsell app embed AND the Email upsell banner block are enabled in the theme**
* **You selected the correct platform (Klaviyo / Omnisend / Shopify Email / Mailchimp / SendGrid) so the right merge-tag syntax is used**

|| 📌 Personalized images render at email-open and opens/clicks track back to the offer — but only if the merge tags survive your email editor. Some editors strip raw HTML; paste into a raw/HTML block.

### Free-shipping bar shows the wrong threshold

### Check:

* **Threshold mode is correct: global tiers vs custom for this strategy vs add a selected item**
* **A per-market override exists for the customer's country (countryCode + threshold + message)**
* **Your message uses {{amount_remaining}} / {{threshold}} tokens, not hard-coded numbers**

|| 📌 With no matching per-market override, the bar falls back to your default threshold and the default message "Only {{amount_remaining}} worth of items needed for free shipping 🎉".

### Checkout-page upsell isn't available

### Check:

* **Your store is on Shopify Plus — checkout-page upsells require it**
* **If not Plus: use After checkout, Thank-you page, or Order status page instead**

### "I can't add more products to my offer"

### Check:

* **You're at the 10-product cap — an offer can show at most 10 products across all its modules**
* **Remove a product or split into a second offer with different targeting**


### 🧭 Decision Tree Examples

### If upsell is invisible →
**Check block → check surface → check rules**

### If price looks wrong →
**Check market → check discount → check currency**

### ✅ Setup Checklist (Quick)

* **Offer named clearly**
* **Product modules limited**
* **Targeting rules tested**
* **Upsell block added**
* **Test order placed**

### 🧠 Advanced Tips

* **Chain upsells using “consider upsell items”**
* **Use tags for granular control**
* **Review analytics weekly**
* **Archive old tests — don’t delete**

### 📞 When to Contact Support

### Send:

* **Store URL**
* **Screenshot of offer setup**
* **Order number (if applicable)**

### Do NOT worry about:

* **Minor FX rounding**
* **Shipping changes after upsell**
* **Timeline notes (expected)**

### 🔗 Related Guides

**If upsell not showing**
* [**→ Introduction to Upsells (Surfaces & Eligibility)**](https://help.accounteditor.com/en/article/introduction-to-upsells-surfaces-timing-eligibility-wtyln7/)
* [**→ Creating Upsell Offers**](https://help.accounteditor.com/en/article/creating-upsell-offers-end-to-end-setup-1k6ni5e/)
**If pricing / region issues**
* [**→ Targeting Rules, Pricing & Market Conditions** ](https://help.accounteditor.com/en/article/targeting-rules-pricing-market-conditions-phdex/)

* [**→ A/B Testing & Upsell Analytics**](https://help.accounteditor.com/en/article/ab-testing-upsell-analytics-t88sjk/)