> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.promoparty.app/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # Quick Troubleshooting Guide Something not working? Here are the most common fixes. --- ## Gift not showing up? **Check these first:** 1. **Is the cart total high enough?** The gift only appears when the cart total meets your **Minimum cart price**. Free gifts already in the cart don't count toward the total. 2. **Is the campaign running?** Check the campaign list. The status should say **Running**, not **Scheduled**, **Paused**, **Draft**, or **Ended**. 3. **Is the gift available?** The gift product must be **Active** (or **Unlisted**), published to the **Online Store** sales channel, and in stock (or set to keep selling when out of stock). The campaign page shows a warning banner when one of these is wrong. See [What happens when gifts sell out](https://help.promoparty.app/en/article/what-happens-when-gifts-sell-out-lfpust/). 4. **Is the app embed turned on?** Go to **Online Store > Themes > Customize > App embeds** and make sure the Promo Party Pro embed is toggled on. Hit **Save**. **Quick test:** try it in a private (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:** 1. Open your campaign in Promo Party Pro and check the boxes under **Discount Combinations** for the discount types your customers use (order, product, or shipping). 2. 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 turn on combinations with product discounts. Both discounts need to allow combining. If either one doesn't, only one will apply. See [How different discounts combine](https://help.promoparty.app/en/article/how-different-discounts-combine-173dh7z/). --- ## Gift stopped being free in a running campaign? If discount combinations are set correctly and the gift still isn't free, the Shopify discount behind your campaigns may have ended. All Promo Party Pro campaigns share one automatic discount in Shopify. When some of your campaigns have an end date and others don't, that discount can end on the latest end date, even though a campaign without an end date is still running. **The fix:** give every running campaign an end date (a date far in the future is fine), and save. This updates the discount in Shopify. --- ## Pop-up not appearing? 1. Make sure **Show Pop-up for gift selection** is checked in the campaign's **Pop-up Settings**. When it's off, the app adds the gift automatically without a pop-up. 2. Confirm the app embed is on (**Online Store > Themes > Customize > App embeds**). 3. If you (or a customer) closed the pop-up or clicked **Skip gift**, it won't show again until the **Re-display pop-up after dismissal** wait is over **and** the cart changes. Test in a private window to start fresh. 4. Try a different browser. Ad blockers can sometimes interfere. --- ## Gift only shows after you refresh the page? Some themes use a slide-out (drawer) cart that doesn't update when the app adds a gift. In Promo Party Pro, go to **Settings > Advanced**, click **Show advanced settings**, and make sure **Reload page after adding free gift** is checked. It's on by default. With it on, the page reloads after the gift is added so the cart shows it right away. --- ## Wrong gift being offered? Double-check your campaign settings to make sure the right gift product and variants are selected. If the pop-up is off, the app adds the **first available** gift option. Turn the pop-up on to let customers choose. If you're running multiple campaigns at once, customers might be qualifying for a different one than you expected. Review all running campaigns. --- ## Campaign says "Running" but nothing happens? Run through the basics: * Cart meets the threshold * Gift product is active, in stock, and published to Online Store * Dates are correct (they use the time zone shown next to the date fields) * App embed is enabled Look for any warning banners on the campaign page or dashboard. They'll tell you if something's wrong. --- ## Some customers didn't get the gift right after launch? The app checks for a free gift when the shopper changes their cart or opens the cart page. A customer who filled their cart before the campaign started and went straight to checkout (for example, from a cart drawer) won't get the gift. Changing the cart or opening the cart page runs the check again. --- ## Gift disappeared from the cart? This usually means the cart no longer meets the trigger. If a customer removes items or applies a discount that lowers their total, the gift is automatically removed. This is expected behavior. The gift comes back when they qualify again. If the customer removed the gift themselves: * With the pop-up **off**, the app won't add it back. * With the pop-up **on**, the app offers it again after the **Re-display pop-up after dismissal** wait, the next time the cart changes. --- ## Still stuck? Open the Promo Party Pro app and click the chat icon. We're real people and we'll help you figure it out.