Quick Troubleshooting Guide

Something not working? Here are the most common fixes.

Gift not showing up?

Check these first:

Is the cart total high enough? The gift only appears when the cart subtotal (after discounts) meets your threshold.

Is the campaign running? Check the dashboard to make sure your campaign is active and today's date falls within your start/end dates.

Is the gift in stock? If your gift product is out of stock or unpublished, the promotion won't work. Check that the gift is available for purchase like any other product.

Is the app embed turned on? Go to Online Store > Themes > Customize > App embeds and make sure Promo Party Pro is toggled on. Hit Save.

Quick test: Try it in an incognito window. If it works there, clear your browser cache.

Gift isn't free at checkout?

This is almost always a discount combination issue.

Here's the fix:

Open your campaign in Promo Party and make sure "Combine with other discounts" is turned on

If the customer is using a discount code, that code also needs to allow combinations. Go to Discounts in your Shopify admin, open the code, and enable combinations.

Both discounts need to allow combining—if either one doesn't, only one will apply.

Make sure the popup is enabled in your campaign settings

Confirm the app embed is on (Online Store > Themes > Customize > App embeds)

If a customer closed the popup earlier, it won't show again until the re-display delay passes. Check this setting in your campaign.

Try a different browser or incognito mode—ad blockers can sometimes interfere

Wrong gift being offered?

Double-check your campaign settings to make sure the right gift product is selected.

If you're running multiple campaigns at once, customers might be qualifying for a different one than you expected. Review all active campaigns on your dashboard.

Campaign says "active" but nothing happens?

Run through the basics:

Cart meets the threshold
Gift product is in stock and published
Dates are correct
App embed is enabled

Look for any warning banners on the dashboard—they'll tell you if something's wrong.

Gift disappeared from the cart?

This usually means the cart value dropped below the threshold. If a customer removes items or applies a discount that lowers their subtotal, the gift is automatically removed.

This is expected behavior—the gift comes back when they qualify again.

Still stuck?

Open the Promo Party app and click the chat icon. We're real people and we'll help you figure it out.

Updated on: 23/01/2026

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