Upsell widget not showing

If you created a campaign but its widget isn't appearing on your storefront, the cause is almost always one of a handful of settings. Work through the checks below in order — they go from the most common fix to the least, so you'll usually solve it in the first step or two.

Quick checklist

Before digging in, confirm all of these are true. Each one is explained in detail further down.

• The app embed is enabled in your theme.
• The campaign's widget has been placed on your storefront (or in the Llama Cart).
• The campaign status is Active.
• The campaign's conditions match the cart you're testing with.
• The campaign's targeting (markets, customer tags, schedule) includes the shopper you're testing as.
• The offer products are available and published.

1. Make sure the app embed is enabled

The app embed is the single most important setting. It's the global block that loads your campaign data onto the storefront — without it, no widget can render at all. Enable it once per theme:

2. Confirm the widget is placed on the page

Enabling the app embed turns the app on, but each campaign still needs to be pointed at the right spot. A campaign won't appear until you've placed its widget. In the campaign editor, use the Setup Guide button to do this — you have two options:

• Connect to Online Store — adds the widget as a block in your Shopify theme editor so it shows on a chosen page or section.
• Connect to Llama Cart — places the widget inside the Llama Cart slide-out drawer.

3. Check that the campaign is Active

Only Active campaigns run on your storefront. A campaign that's saved but set to Inactive is stored but never shown to shoppers.

If the campaign is inactive, open it and set its status to Active.

4. Make sure the conditions match your test cart

A campaign's widget only appears when its conditions are met. If you're testing with a cart that doesn't satisfy the rules, the widget correctly stays hidden.

Conditions can check things like:

• Specific products, tags, vendor, type, or collection in the cart
• Cart subtotal or original price thresholds
• Customer tags (for logged-in customers)
• The current page URL
• Shipping or billing country

Open the campaign and review its conditions, then set up a test cart that satisfies them. For example, if the rule is "subtotal is at least $50," add enough to the cart to cross that threshold before expecting the widget.

5. Review the campaign's targeting

Even with matching conditions, targeting filters can keep a widget from showing to a particular shopper:

• Markets — a campaign with no markets configured shows to all markets, but a campaign with an empty market list shows to no one. If you intended it for everyone, make sure markets aren't accidentally restricted to none.
• Customer tags — if the campaign is limited to customers with (or without) specific tags, it won't appear for shoppers who don't match.
• Date range — if the campaign has a start or end date, it only appears within that window.

6. Confirm the offer products are available

A widget has nothing to display if its offer products can't be shown. Open the campaign and check the campaign health indicator — the campaign list shows a warning icon next to any active campaign that might not be working. Common issues it flags include:

• Offer products are unavailable or unpublished.
• A referenced collection no longer exists.
• A promo code used in a condition is inactive.
• No markets have been assigned.
• The campaign's scheduled window hasn't started yet, or has already ended.

Fix whatever the warning points to — for instance, publish the offer product to your Online Store sales channel, or pick a collection that still exists.

7. Re-sync the campaign

If the campaign is active, placed, and its conditions match but the widget still won't render, the campaign data may not have synced to your storefront. You can trigger a manual re-sync from the campaign list, which republishes the campaign to your store.

After re-syncing, give it a moment, then reload your storefront and check again.

8. Clear cache and test cleanly

Caching can make an old version of your page stick around. To rule it out:

• Reload the storefront page where the widget should appear.
• Test in an incognito/private window so you're seeing a fresh, uncached version.

Related