See it in action Free gift not added, or not free
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. |
| 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.
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.