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 storefront, or if the "Claim" button is unclickable, it is likely due to one of three common configuration settings. Follow this checklist to resolve the issue.

1. Enable the Theme Extension (App Embed)

For Kite widgets to render on your site, the App Embed must be active in your Shopify Theme Editor.

• The Fix:

1. 1. Go to Online Store > Themes > Customize.
   2. Click the App Embeds icon (the paintbrush/block icon on the far left).
   3. Locate Kite in the list and toggle the switch to ON.
   4. Click Save.

2. Check Widget Display Settings

Even if the app is working, you must explicitly tell Kite where to show the widget inside your offer setup.

• The Fix:

1. 1. Open your specific Promotion in the Kite app.
   2. Scroll to the "Show offer widget" section.
   3. Ensure you have selected at least one option (e.g., Cart Page or All Product Pages).
   4. If nothing is selected, the widget has nowhere to go. Select your preference and click Save.

3. Check Free Gift Product Status (Availability & Stock)

If the widget appears but the "Claim" button is grayed out or missing, the issue is usually with the gift product itself. Shopify prevents customers from adding products that are hidden or out of stock.

• The Fix:

1. 1. Go to your Shopify Admin > Products and find your free gift item.
   2. Check Sales Channels: Ensure the product is set to Active and published to the Online Store channel. If it says "Not included in any sales channel," the widget cannot "see" it.
   3. Check Inventory: Ensure the product has stock (quantity > 0) or is set to "Continue selling when out of stock."

Summary Checklist

• [ ] Is the Kite App Embed enabled in the Theme Editor?
• [ ] Did you select Product Page or Cart Page in the "Show Offer Widget" settings?
• [ ] Is the gift product Published to the Online Store?
• [ ] Does the gift product have Inventory?

Updated on: 21/01/2026