Articles on: Troubleshooting & Common Issues

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


This guide will help you troubleshoot why the Kite free gift widget is not appearing on your Shopify store.

Detailed Explanation

When a free gift widget fails to render, the issue typically stems from three main areas: the theme app embed settings, the campaign's live/test status, or the widget placement settings within the Kite app. The steps below will guide you through checking each of these components to restore widget visibility.


1. Verify App Embed is Enabled

The most common reason the widget doesn't appear is that the Kite Theme App Extension is turned off. If this is disabled, the widget cannot load on your site.

  1. Go to your Shopify Admin and navigate to Online Store > Themes.
  2. Click Customize on your current theme.
  3. On the left sidebar, click the App Embeds icon.
  4. Locate the Kite Theme App Extension and toggle it On.
  5. Click Save in the top right corner.
  6. Refresh your storefront to see if the widget appears.


2. Check the Campaign Mode

If the app embed is enabled but the widget is still hidden, your campaign might be in Test Mode.

  1. Open the Kite app and go to your specific campaign.
  2. Check if the campaign is set to Test Mode or Live Mode.
  3. If it is in Test Mode, the widget will not be visible to standard store visitors. To view it, you must either:
    • Copy the specific test URL provided in the Kite dashboard and paste it into your browser.
    • Click the View Offer button directly within the Kite campaign settings.


3. Confirm Widget Placement

If the campaign is live (or you are using the test link) and the widget is still not showing, check the placement settings.

  1. Inside your Kite campaign, go to the Offer Display section.
  2. Verify that the widget has been assigned to the specific page(s) you are viewing on your store (e.g., Cart page, Product page).
  3. If it hasn't been added, click Add Widget.
  4. Configure the widget placement according to your preferences.
  5. Click Save.


Technical Note/Limitation: Remember that manual "Free Gift" widgets might not be compatible with accelerated checkout methods like Apple Pay or "Buy Now" buttons due to checkout isolation. If a customer skips the cart, they may miss the opportunity to claim a manual gift.

Updated on: 16/10/2026

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