Troubleshooting

Solutions to the most common issues merchants run into with BRIX: BOGO, Upsell & Discount.

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A promotion doesn't appear on my storefront at all

Possible causes:

• The matching storefront block hasn't been added to the product or collection template.
• The promotion is set to Inactive.
• Your theme is a legacy (vintage) theme that doesn't support app blocks.

Solutions:

1. Open the promotion and confirm its status is Active.
2. Open your theme editor and confirm the matching block (see Storefront Setup) has been added to the relevant template, and that you clicked Save.
3. Confirm your theme is Online Store 2.0.

The Cart Progress Bar doesn't show up

Solutions:

1. Confirm the Cart Progress Bar app embed is turned on in your theme editor and saved.
2. Confirm at least one Progress Bar is set to Active.
3. See Cart Progress Bar.

A collection page offer badge isn't showing

Solutions:

1. Confirm the Collection Offer Badges app embed is turned on in your theme editor.
2. Confirm "Show label on collection page" is checked on the relevant promotion.

A promotion isn't reaching every product in a collection

Possible cause: Collection-scoped promotions sync to their products in the background, which can take a short time for large collections or recent changes.

Solutions:

• Wait a short while after saving and check again.
• Confirm the product is actually part of the collection you targeted.

My Cart Progress Bar milestone isn't unlocking as expected

Solutions:

1. Check whether the bar measures cart value before or after discounts - see Cart Progress Bar.
2. Confirm "Only consider physical products" isn't excluding items you expected to count.
3. Confirm the milestone's goal amount/quantity is what you intended.

Checkout offers aren't showing (Shopify Plus)

Possible causes:

• Your store isn't on Shopify Plus.
• The promotion's "Display at Checkout UI" setting is off.
• The matching block hasn't been added in Shopify's checkout editor.

Solutions:

1. Confirm your store is on Shopify Plus.
2. Open the promotion's Advanced Settings and confirm Display at Checkout UI is checked.
3. Open Settings → Checkout → Customize in your Shopify admin and confirm the matching offer block has been added there. See Checkout Extensions.

My Analytics numbers look lower than expected

Solutions:

• Remember that Analytics and Billing both reflect only orders where one of your promotions actually applied - not your store's total sales or order count. See Analytics Overview and Billing & Plans.
• Confirm the relevant promotion's storefront block (or checkout extension) is actually live - a promotion with no traffic will show no analytics.

My billing tier seems higher than expected

Solutions:

• Check how broadly your active promotions are targeted - an "all products" promotion will count more orders toward your usage than a promotion scoped to a few products.
• Confirm you're reviewing attributed orders (orders where a promotion applied), not your store's total order count. See Billing & Plans.

A Fixed Bundle's order line items don't look the way I expected

Solutions:

• If your store isn't on Shopify Plus or a development store, full cart-level bundle restructuring may not apply - the bundle offer and pricing still work correctly for the customer regardless. See Fixed Bundle.

The Partner Program page shows "unavailable"

Solutions:

• The program is temporarily disabled; check back later or contact support if this continues.

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Still Need Help?

Use the Help Center inside the app, or contact support for anything not covered here.