Articles on: Troubleshooting

Upsells aren't showing

You published an offer and customers see nothing. Nearly always it is one of two things: the app block is not on the page the offer runs on, or targeting is narrower than you meant. Work through these seven checks in order.

Check 1 — Is the block on the offer's page?

This is the most common cause.

An offer is set to one placement. The Upsell app block has to be on that same page. The block can be on your store and still be in the wrong place.

Open the offer and note its placement.
Go to Features. A banner names any missing block.
Select Add app block, then add Upsell to that page.

An offer set to the Thank you page will not show if the block is only on the order status page. Both have to match.

Check 2 — Is targeting too narrow?

Every targeting condition has to be true at once. Three conditions can shrink an audience to nobody, and nothing tells you.

Open the offer and go to step 3.
Set targeting to everyone.
Place a test order.

If the offer appears, a condition was the problem. Add them back one at a time until it stops.

Check 3 — After-checkout offers only

After checkout is not an app block. It is a setting in Shopify.

Go to Shopify's Settings → Checkout → Post-purchase and select Account Editor as your post-purchase app. Without that, no after-checkout offer runs.

Check 4 — Checkout offers only

Checkout offers need Shopify Plus. On other plans the block cannot be added and the offer never runs.

Move the offer to Thank you page or After checkout instead.

Check 5 — Is the offer active and in date?

Check the offer's status on the Offers tab.
If you set a schedule, check the start and end dates, and the timezone.

A scheduled offer outside its dates is off, and looks identical to a broken one.

Check 6 — Are exposure limits hiding it?

Step 4 sets how many offers one order or one customer sees. If you are testing repeatedly on the same account, you may have used your own limit up.

Test with a different customer, or raise the limit.

There is also a rule that suppresses an offer when every remaining item was itself added by an upsell — that stops offers chaining onto each other.

Check 7 — Is another offer winning?

When several offers match one order, the highest priority runs and the others do not.

Check the priority of every offer on that placement.

Email offers

Email offers behave differently, and one thing catches everyone out.

Editing an email offer cancels every link already sent. Customers clicking an old link see an expired page. After saving any change, copy the new snippet from the Email card and replace it everywhere you used it.

If links show as expired, that is why.

Still stuck?

Have this ready for support:

The offer name and its placement
Whether the Upsell block is on that page
What targeting is set to
Whether a test order reproduces it

Use Chat with us in the app's Help menu.

Good to know

Published is not live. Publishing an offer and placing its block are two separate jobs. Neither works alone.

Targeting fails silently. A customer who does not match sees nothing — no message, no gap. That is why it looks like a bug.

Test with a real order. Preview shows the offer regardless of targeting. Only a real order tests the rules.

FAQ

Why does my offer work on one page but not another?

Each offer has one placement, and needs its block on that page. Two placements means two offers and two blocks.

I published it. Why is nothing showing?

Publishing makes the offer active. It does not put it on a page. Add the Upsell app block to the placement the offer uses.

Why do only some customers see it?

Targeting or exposure limits. Set targeting to everyone and place a test order to tell them apart.

Do upsells work without Shopify Plus?

Yes, everywhere except checkout. After checkout, Thank you page, order status, free shipping and email all work on any plan.

Why do my email offer links say expired?

The offer was edited after the emails went out. Saving a change cancels the old links. Copy the new snippet and replace it.

The preview shows my offer but customers don't see it. Why?

Preview ignores targeting and app blocks. It shows what the offer looks like, not whether it will run.

Updated on: 21/08/2026

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