# Free gift not added, or not free

> Find why a free gift is not added to the cart, does not show, or is not free at checkout, and how to fix it.

Source: https://backtrackhq.com/docs/help/free-gift-problems/

Use this page when a free gift is not added to the cart, the gift slot
does not show, or the gift is not free. Find the row that matches what
you see.

## The gift is not added

| Cause | How to tell | Fix |
| --- | --- | --- |
| There is more than one gift option | "This gift has more than one product, so it cannot be added for the shopper." | Use one product with one variant, or turn on **Let shoppers choose their gift**. |
| Another discount could make it cost money | AndOr skips adding it. The slot says "Choose your free gift. Your other discount may apply instead." | Let the two discounts combine on both sides, or deactivate the other one. |
| The shopper removed it | **Don't add the gift again after the shopper removes it** is on. The slot says "You removed your free gift. Add it back anytime." | Nothing to fix. The shopper can add it back. |
| Private browsing | The shopper sees **Add gift** instead of the gift being added. | Nothing to fix. They can add it with one click. |
| The cart doesn't redraw | The gift is in the cart, but it only shows after a refresh. | Turn on **Reload the page after a gift is added or removed**. |

## The gift slot doesn't show

| Cause | How to tell | Fix |
| --- | --- | --- |
| Both gift settings are off | "Shoppers have no way to get this gift..." | Turn on **Add the gift for the shopper** or **Let shoppers choose their gift**. |
| Choosing is off | There are several gift options and no slot shows. | Turn on **Let shoppers choose their gift**. |
| The offer isn't in the cart | "Gifts are added in the cart. Tick Cart page or Cart drawer." | Tick **Cart page**, **Cart drawer** or both. |
| The theme isn't set up | Nothing shows in the cart. | Add the **AndOr Offer picker** block to the cart. For the cart drawer, turn on the **AndOr Discount Display** app embed. Do it again after you change theme. |
| The gift is sold out | Sold-out variants are crossed out. With none left, no row shows. | Restock, or add another gift. |
| Another currency | The slot hides, because the amount can't be converted. | Nothing to fix. |
| The gift rule isn't live | It is a draft, scheduled or expired. | Activate it or fix the dates. See [Discount not applying](https://backtrackhq.com/docs/help/discount-not-applying/#is-the-discount-live). |
| The rule shape isn't supported | The slot needs an automatic rule for any product, with named gifts at 100% off and at most one subtotal condition. | Make it again with the **Free gift** promotion card. |
| Tier gift offers are missing | "Your discount is live, but some gift offers were not created" | Click **Add gift offers**. |

If your store reached 110% of your plan's orders this month, you see
"Offers and widgets are paused until" a date. The slot hides, but the
discount still applies. Upgrade, or wait for next month. See
[Offers and widgets paused](https://backtrackhq.com/docs/help/paused-at-plan-cap/).

## The gift is not free

| Cause | How to tell | Fix |
| --- | --- | --- |
| Another discount won | "Your gift isn't free because" another discount "is applied. They can't be combined." | Let the two discounts combine on both sides. A gift the shopper chose is never removed for this. |
| The gift's own price doesn't count | "Add $X more to unlock your gift". "Only other items count, as at checkout." | Nothing to fix. Shopify works this way. |
| The cart has only the gift | "Add another item to unlock your gift" | Nothing to fix. |
| The cart dropped below the amount | A gift AndOr added is removed. A gift the shopper chose stays at full price with **Remove gift**, and "Your cart no longer qualifies." | Nothing to fix. Adding items makes it free again. |
| The variant isn't in the gift list | Tiered rewards shows "Only 1 variant" or the number of variants. Other variants don't get 100% off. | Add it under **Add or change gift products**. |
| **Apply to cheapest** | A variant shows "Not free with the items in your cart". | Change the gift list or the setting. |

> **Tip:** The gift chooser opens by itself only when **Open the gift
> chooser when the gift unlocks** is on and there is more than one
> option. It opens once per cart.

## Still stuck?

Email andor@backtrackhq.com or use the chat in the app. Tell us the
promotion name and what the cart had in it.