> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.hoppyapps.com/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). # Upsell & Cross Sell is Not Showing on My Store [Fixed] The Upsell & Cross Sell widget usually starts appearing right after you publish your first upsell — but sometimes a small configuration, visibility rule, or theme-related setting can prevent it from showing on the storefront. The good news is that these issues are usually very quick to fix 🚀 This guide walks through the most common reasons why your Upsell & Cross Sell block may not appear and how to resolve each one step-by-step. In most cases, the issue is related to one of the following: * App Embed is disabled * Setup was not saved * Setup was not published * Wrong placement type for the page you're testing * Custom position block not added to the theme * Display conditions (order history, cart value, first-time customers) * Customer targeting settings * Geolocation targeting restrictions * Upsell products are unavailable or out of stock * Theme conflicts * Browser or storefront cache Let's go through them one-by-one 👇 --- # **✅ Step 1: Check if App Embed is Enabled** For the Upsell & Cross Sell widget to appear on your storefront, the app embed must be enabled inside your Shopify theme. Without it, the widget script never loads on your store — even if everything else is configured perfectly. Go to: **Shopify Admin → Sales Channels → Online Store → Themes → Edit theme → App Embeds** Then: * Find **"Upsell Cross-Sell Slider"** * Toggle it ON * Click **Save** 💡 Tip: If it was already enabled, try closing the Theme Editor and reopening it, then toggle the App Embed off and on again, and click **Save** once more. ℹī¸ The app also checks this for you. On the app dashboard, the **Setup Guide** shows an *"Enable app embed"* step — it turns green once the embed is detected as active in your live theme. --- # **✅ Step 2: Save the Setup** When creating a new upsell, your configuration is not stored until you click **Save** in the save bar at the top of the setup page. If you closed the tab without saving, the upsell was never created — so there is nothing for the storefront to display. Open your Upsell setup → make your changes → Click **Save** --- # **✅ Step 3: Publish the Setup** Even if your Upsell is fully configured and saved, customers will not see it until the setup has been **published**. Open your Upsell setup → Click **Publish** at the top of the page. You can confirm the status from the badge next to the setup name: * **Published** → live on your store ✅ * **Not published** → hidden from customers You can also publish or unpublish setups directly from the dashboard table using the bulk actions. ⚠ī¸ Saving alone does not make the Upsell live. Both actions are required — **Save** first, then **Publish**. --- # **✅ Step 4: Make Sure You're Testing the Right Page** Each upsell setup is tied to a specific placement type, and the widget only appears on the matching page: * **Product Page** → shows below the Add to Cart button on product pages * **Cart Page** → shows on the `/cart` page * **Cart Drawer** → shows inside the slide-out cart drawer * **Custom Position** → shows wherever you place the app block in your theme Example: If you created a **Cart Page** upsell, it will never appear on a product page — no matter how many times you refresh. Open your store's cart page instead and check there. 💡 For Cart Drawer upsells, the widget is injected when the drawer opens. Add a product to the cart and open the drawer to test it. --- # **✅ Step 5: Using Custom Position? Check the App Block** If your setup uses the **Custom position** placement, the widget does not appear automatically — it renders only where you've placed the Upsell block in your theme. Open your Upsell setup → **Placement** tab → **Display On (Include)** → make sure **Custom position** is selected, then: 1. Copy the **Upsell ID** shown inside the setup (or from the page subtitle at the top) 2. Go to **Shopify Theme Editor → Add Section / Add Block → Apps tab → Upsell Cross-Sell Block** 3. Paste the **Upsell ID** into the block settings 4. Click **Save** Alternatively, you can place the provided code snippet into a **Custom Liquid** section or directly into your theme code. ⚠ī¸ Custom position currently works on **product pages and cart pages** only. The block will stay empty on other pages, and it will also stay empty if the Upsell ID pasted in the block doesn't exactly match the setup. 📖 Need help locating the ID? See: 🔎 How to Find Upsell ID? --- # **✅ Step 6: Check Display On (Include) & Exclude Rules** Inside the **Placement** tab, the **Display On (Include)** setting controls which products the widget appears on. Open your Upsell setup → **Placement** tab → **Display On (Include)** Then verify: * If **Specific products** is selected → the widget only shows on those exact product pages * If **All products in specific collections** is selected → the product you're viewing must belong to one of the selected collections * If **All products with specific tags** is selected → the product must carry one of the entered tags Right below it, check the **Don't display On (Exclude)** section as well — you may have excluded the exact product or collection you're testing with. Example: If the widget shows on some product pages but not others, the missing pages are almost always caught by an include or exclude rule here. --- # **✅ Step 7: Check the "Display only when" Conditions** The **Display only when** section adds conditions that must be true before the widget appears. Open your Upsell setup → **Placement** tab → **Display only when** Check whether any of these are enabled: * **Minimum number of orders** → hidden until the customer has placed that many orders * **Show once per customer** → hidden from anyone who has already ordered * **Cart value is below (set max cart value)** → hidden once the cart total goes above the amount you set * **Last order was more than X days ago** → shown only to customers whose last order is older than the set period * **Last order was within the last X days** → shown only to customers who ordered recently Example: If **Cart value is below $50** is enabled and your test cart already contains $80 worth of products, the widget stays hidden by design. 💡 For testing purposes, select **Always Display** — this overrides all other conditions and helps confirm whether these settings are causing the visibility issue. 📖 For a full walkthrough of every targeting condition, see: đŸŽ¯ Advanced Targeting Options for Upsell & Cross Sell --- # **đŸ‘Ĩ Step 8: Check Customer Targeting Settings** If **Customer targeting** is configured, the widget may remain hidden for certain visitors or customer groups. Open your Upsell setup → **Placement** tab → **Customer targeting** Check the following: * **Visibility (Customer Login Status)** → if set to *Logged in customers only*, visitors who aren't logged in won't see the widget (and vice versa for *Logged out customers only*) * **Customer Display** → if set to *Customers with specific tag* or *Customers with specific amount spent*, only matching customers will see it * **Customer Hide** → customers with the selected tag or spending amount are explicitly excluded ⚠ī¸ Example: If the widget is configured to show only for customers tagged as `VIP`, then regular customers without the `VIP` tag will not see it. Customer tags and order history also only work for **logged-in customers** — logged-out visitors are treated as having no tags and no orders. 💡 For testing purposes, it is recommended to temporarily set: → **Visibility → All visitors** → **Customer Display → All customers** → **Customer Hide → None** This helps confirm whether Customer Targeting is causing the visibility issue. --- # **✅ Step 9: Check Geolocation Targeting** If Geolocation Targeting is enabled, the widget may only appear in selected countries or regions. Open your Upsell setup → **Placement** tab → **Geolocation targeting** If **Specific countries** is selected, check whether your country is included in the allowed list. Example: If only *United States* is selected and you're browsing from India, the widget will not be visible to you unless you use a VPN. 💡 Tip: The detected country is remembered for the duration of your browsing session. If you changed countries or turned a VPN on/off mid-session, close the tab completely and open the store again in a fresh session before testing. --- # **✅ Step 10: Check the Upsell Products Themselves** Sometimes the widget loads correctly but has nothing to display — in that case it hides itself automatically. Open your Upsell setup → **Content** tab → **Select upsell products** Then verify: * **Upsell Specific Products / Upsell Specific Collections** → at least one product or collection is actually selected * The selected products (or the products inside the selected collections) are **in stock and available** — the widget only shows products that can be purchased * **Upsell Same Product (As on Product Page)** → this type only works on product pages, since it needs a "current product" to display * **AI Upsell (Frequently Bought Together)** → works best when related or complementary products are configured in Shopify's Search & Discovery app; otherwise it falls back to random products from your store Example: If all variants of your selected upsell product are out of stock, the entire widget stays hidden until at least one product becomes available again. --- # **✅ Step 11: Check the Time-on-Site Delay** The widget can be configured to appear only after the visitor has spent some time on the page. Open your Upsell setup → **Placement** tab → **Time-on-site targeting** If **Show after a while** is selected, the widget will only appear after the configured number of seconds (up to 300). This isn't an error — but during testing it can look like the widget is missing. Wait for the delay to pass, or temporarily switch back to **Always Show (Default)**. --- # **✅ Step 12: Hard Refresh Your Page** Sometimes Shopify or your browser temporarily caches storefront assets, including the published upsell configuration. A hard refresh usually fixes this instantly. ### **Windows** `Ctrl + Shift + R` ### **Mac** `Cmd + Shift + R` This forces the browser to reload the latest storefront assets instead of using cached versions. ℹī¸ Note: Published configurations can take a couple of minutes to reach the storefront. If you just published, wait a moment and then hard refresh. --- # **✅ Step 13: Check in Incognito Window** Certain visibility conditions may behave differently for returning visitors. For example: * Existing temporary cache * Remembered location or session data * Being logged in as a customer (or not) can all change whether the widget appears. Try: * Opening your store in **Incognito Mode** * Using another browser * Testing on another device This helps confirm whether the issue is cache/session related — and whether your targeting settings treat you differently from a fresh visitor. --- # **✅ Step 14: Check for Theme Styling Conflicts** In some cases, the widget is actually loading correctly — but theme styling may be hiding it visually. This usually happens because of: * Custom CSS from other apps * Theme overrides * Aggressive styling from page builders or animation apps * Heavily customized themes where the automatic placement point doesn't exist Open the **Design** tab inside the app and temporarily change: * Background color * Text color * Button color Then **Save** changes and refresh the storefront. If your styling changes still don't appear, your theme may not have the standard placement elements the app looks for (for example, a standard Add to Cart form or cart container). In that case: * Switch the placement to **Custom position** and place the widget exactly where you want it using the app block (see Step 5\) * Or reach out to your developer / theme support team --- # **A Quick Note on Traffic-Source (UTM) Targeting** If you've used other Hoppy apps, you may be looking for UTM or traffic-source restrictions. The current version of Upsell & Cross Sell does **not** include UTM-based targeting — so traffic source can never be the reason your widget is hidden. --- # **Still Not Showing?** If you've tried all the steps above and the Upsell & Cross Sell widget is still not visible: 1. Re-save the setup 2. Publish it again 3. Re-enable the App Embed and save the theme 4. Test on a live product page (and the cart page / cart drawer, depending on your placement type) 5. Test in Incognito Mode with **Always Display** enabled If the issue still continues, feel free to contact us directly from inside the Hoppy Upsell & Cross Sell app — just click **Contact Support** on the dashboard or inside any setup page. To help us troubleshoot faster, please include: * Store URL * Placement type (Product Page / Cart Page / Cart Drawer / Custom Position) * Screenshot of your setup * Page URL where the widget should appear * Theme name We'll be happy to help 🙌 ---