Troubleshooting

The deal doesn't show on my product page

Work through these in order:

1. Is the deal live? On the Deals page its status should be Live — not Draft, Paused, Scheduled or Ended. Open it and click Publish if needed.
2. Do you have a plan? Deals only show once your plan or free trial has started. Check Settings → Billing.
3. Does the deal cover this product? Open the deal's Products step. Check the product is included and not in Exclude products.
4. Is the script active? Settings → Script should say Active. If not, restore it there.
5. Is another deal winning? If two deals of the same kind cover the product, only the one with the higher priority shows. See When deals overlap.
6. Wait a few minutes. Changes can take up to 5 minutes to reach your storefront. Then refresh the product page.
7. Is the widget in an odd place, or missing on a customized theme? Set a placement in Settings → Script — see Store settings — or email us.

A deal says "Needs attention"

BigCommerce didn't accept part of the deal. Open it: the red message at the top says exactly what was rejected.

• The most common cause: a product already has its own bulk pricing rules in BigCommerce. A product can only have one set, so the deal can't add its own. Either remove the product's existing rules in BigCommerce (Products → (product) → Pricing → Bulk pricing), or exclude the product from the deal.
• Fix the problem, then click Try again in the message.

The cart doesn't show the discount

1. Open the deal. Is the status Live and synced? If it says Syncing, wait a moment; if it says Needs attention, see above.
2. Is the deal limited to customer groups? Then only signed-in customers in those groups get the discount — see Who gets the deal.
3. Is Skip items already on sale turned on? Items with a sale price keep their sale price instead.
4. For bundles, every item in the bundle must be in the cart.
5. For Buy X, get Y, the free items are the cheapest qualifying ones — check the cart has enough items.
6. Still wrong? Email us with the product link and what's in your cart.

Prices in the widget look different from my theme

The widget shows prices the way your theme shows them — same currency, same tax display. If you show prices with tax or in several currencies, the widget follows. If something still looks off, email us with a link to the page.

The app doesn't open, or the install doesn't finish

• In Safari, BigCommerce apps can be blocked by Safari's cookie settings. Install and open the app from Chrome, Edge or Firefox.
• If you see "This app runs inside the BigCommerce control panel", open the app from Apps → My Apps in your control panel rather than a bookmark.

Analytics look empty

• Analytics are built from real orders, and update within about 5 minutes of each order. A new deal shows views straight away, and sales once orders come in.
• Check the date range at the top of the page.

Still stuck?

Click the chat bubble in the bottom-right corner of the app — we can see your store and plan, so just tell us the deal's name and what's wrong. Or email support@feedbackflowhq.com with your store URL, the deal's name, and a link to the product page. We usually reply within one business day.