Troubleshooting

The widget doesn't show on my store

Check each of these, in order:

1. The app embed is on. On Home, a Needs attention row tells you if it's off. Select Fix, turn it on in the theme editor and select Save.
2. An offer is active. On Offers, at least one offer must be Live. A Scheduled offer shows from its start time.
3. Gift Lift isn't paused. In Settings, Pause Gift Lift must be off.
4. The currency matches. Shoppers browsing in another currency don't see the widget.
5. No subscription product is in the cart. The widget hides while the cart has one.

I can't activate an offer

Only one gift offer and one free shipping offer can be active at a time. Pause the active offer of the same type first. An offer that has Ended still counts as active until you pause it.

You also need to save your changes before you select Activate.

I can't delete an offer

Pause it first. The delete button is turned off for active offers.

A gift shows as out of stock

Shoppers can't add a gift that's out of stock or no longer for sale. Restock the product, or open the offer and select Replace next to the gift.

A shopper was charged for the gift

This can't happen at checkout: if the gift would be charged, checkout stops and asks the shopper to remove it. If you see a charged gift on an order, check whether it was added by hand outside the widget, then contact support.

The insights numbers look low

Storefront insights count carts, not orders, and leave out shoppers who decline analytics. Use your Shopify reports for orders and sales.

Still stuck?

Email support@tidebird.io. We usually answer within one business day.