Gifts are missing from the cart

The shopper played, reached the product page, and the gifts are not there. Work down this list in order.

First rule out the non-problem: the panel is supposed to be invisible unless the visitor arrived from a completed game, so check with a session live rather than on a plain product-page visit. See The gift stack is invisible to everyone who didn’t play.

1. The gift-stack block is not on the page

By far the most likely cause. The gifts are added to the cart by an app block you place in your theme. No block, no gifts.

Check the dashboard: the app reads your live theme and warns you if the block is missing from your product or cart template. See Adding the gift-stack block.

2. The block is on a different template

Themes can have several product templates. The block must be on the template your destination product actually uses. Open the product in Shopify, check which template it is assigned to, and add the block to that one.

3. The gifts expired

Gifts have an expiry window. Past it, the discount stops applying and the gift lines are rejected. If you are testing across days, that is usually the answer. See Gift expiry.

4. Testing with a fresh browser session

Reloading the destination page with a cart that has no game session behind it will show nothing. Play the board again from the game URL to get a live session.

5. The cart was emptied or the parent item removed

Gift lines only exist alongside a real purchase. Empty the cart and the gifts go with it, by design: the shopper cannot check out with gifts alone.

6. Express checkout skipped the cart

Buy-it-now and wallet buttons can build a checkout that bypasses the cart, and the gifts with it. The block replaces those buttons while a game session is live, but if the dashboard is warning you about express checkout it is worth turning those buttons off in your theme settings while you test.

Still nothing

Check the order or draft cart in Shopify admin for attributes starting _ftw_. If they are there, the game did its job and the problem is on the theme side. If they are not, the play did not complete. Email us with the store domain and the game URL and we will look.

Related: How gifts become real discounts · Contacting support