How to Troubleshoot Free Gift Issues on Your Online Store – When the Widget Is Not Visible

If your free gift widget is not appearing on your store or is not functioning correctly, it is likely due to one of the common issues listed below. Follow this checklist to diagnose and resolve the problem.

Check 1: Is the App's Theme Extension Enabled?

For the widget to appear on your storefront, the app's theme extension must be active.

1. From your Shopify admin, go to Online Store > Themes.
2. Click Customize on your current theme.
3. In the theme editor, click on the App embeds icon in the left sidebar.
4. Find the Kite theme extension and ensure the toggle is switched to the on position.
5. Click Save.

Check 2: Is the Widget's Display Location Set?

You must specify on which pages the widget should be displayed.

1. In the Kite app, by clicking the edit option (the pencil icon) for your free gift promotion.
2. Find the section labeled Show offer widget.
3. Select the locations where you want the widget to appear (e.g., All product pages, Cart page).
4. Click Save.

Check 3: Is the Free Gift Product Published to your Online Store?

If the widget appears but the "Claim" button is not clickable, the gift product itself might not be available on your storefront.

1. In your Shopify admin, go to Products.
2. Find the product you have designated as the free gift.
3. In the Publishing or Sales channels section, ensure that the product is published to your Online Store channel. If not, manage the sales channels and add it.
4. Click Save.

Check 4: Is the Free Gift Product in Stock?

A gift cannot be claimed if it is out of stock.

1. In the Shopify product settings for your free gift, scroll to the Inventory section.
2. Ensure that Track quantity is enabled and that the available quantity is greater than zero.

By checking these four settings, you can resolve the most common reasons for the free gift widget not displaying or functioning as expected.

Updated on: 13/08/2025