Support
Troubleshooting & Support
Why an offer page doesn't show, the orders Shopify never shows it for, and how to reach us.
Most problems come down to four things: xPostio isn’t selected in your checkout settings, no workflow is on, the order doesn’t match the offer’s rules, or your plan’s limit of customers reached is used up. Start there.
”My offer page doesn’t show”
Go through this list in order:
- xPostio is selected in Shopify. Shopify admin → Settings → Checkout → Post-purchase page, select xPostio, then Save.
- Exactly one workflow is on. Check the live workflow card on the Home page. If two are on, no offer shows.
- The workflow has an Offer step connected to the trigger.
- The order matches the offer’s rules. A Cart Value minimum $100 skips a $40 test order. A Quantity minimum 2 skips a one-item order. Open the offer and check Show this offer only when.
- The offer has products to show. An offer is skipped when no similar product is for sale, when its stock rule leaves none, or, for Buy X Get Y, when none of its gift products can be sold.
- Your plan’s limit isn’t reached. Settings → Plans shows how many customers you’ve reached this period. At the limit, the offer page stops until the count starts again.
- The offer fits your plan. On Free, an offer with a discount type other than Percentage, or with targeting rules, is skipped, and only the first offer shows. See Plans and billing.
- Shopify shows the post-purchase page for this order. It doesn’t in these cases, whatever the app does:
- The customer paid with an installment or wallet service, such as Klarna, Affirm, Afterpay, Apple Pay, Amazon Pay or Google Pay.
- The order was paid with a gift card, or with any payment method other than a credit card.
- The store’s payment provider keeps the card’s security code (CVV), such as Braintree, Payflow Pro, PayPal Payments Pro or Eway.
- The order has duties and multiple currencies.
- The order is for local delivery.
- The order total is under $0.50.
- Shopify is under very heavy load, for example during a flash sale.
”A product is never recommended”
The AI matches products by their title, description and tags. A product can be left out when:
- It has little text to match on. Give it a clear description and tags, then save. The product is read again whenever its title, description or tags change.
- Nothing the customer bought is similar to it. It’s recommended after orders for similar products.
- It’s already in the customer’s order. A product the customer just bought isn’t offered again.
- It can’t be bought right now. Draft, archived and sold-out products aren’t recommended.
- You installed xPostio a moment ago. Your catalogue is still being read. A large catalogue can take a while.
”My workflow won’t turn on”
If the message says your plan doesn’t include something, the workflow uses a feature from a bigger plan: a discount type, targeting rules or a follow-up offer. Remove it from the workflow, or upgrade in Settings → Plans, then turn the workflow on again.
The same check runs when you edit a workflow that is live. If the editor says Not saved, the message names what your plan doesn’t include, and your last edit is not kept. If another workflow was live when you tried, it stays live.
”The customer accepted, but nothing was added”
Shopify refused to add the items. The most common cause is stock: an out-of-stock product or gift can’t be added. Keep your Buy X Get Y gift products in stock. A refused Accept is recorded as a decline in your results.
”The gift isn’t discounted”
A Buy X Get Y gift is discounted only once the customer has picked at least one recommended product. Also check the Gift discount value: it must be 1 to 100, and 100 means free. A workflow with a gift discount of 0 can’t be turned on, because the gift would be charged at full price.
”My numbers look wrong”
- Home counts the last 30 days for the whole store. Workflows counts each workflow since it was created.
- Offers skipped by their rules aren’t counted, because the customer never saw them.
- A customer who closes the page without answering counts as a customer reached, but not as an accept or a decline.
See Analytics for every definition.
Connect AI issues
”My AI client didn’t connect”
Copy the URL again from Settings → Connect AI, add it to your client’s Connectors or MCP servers settings, and click Allow access when your Shopify admin opens. Make sure you’re logged in to the right store.
If the approval page says “Connect AI is included in the Pro plan”, your store is on Free or Growth. Upgrade in Settings → Plans, then start the connection again from your AI client. An assistant connected before a downgrade stays listed, but it can’t use xPostio’s tools until you upgrade.
”My assistant says it can’t change a workflow”
It can’t change a live workflow. Turn the workflow off in Workflows, or ask your assistant to unpublish it, then try again.
”I want to cut off an assistant’s access”
Settings → Connect AI → Disconnect. Access ends immediately.
Still need help?
Write to us at help@devopscrowd.com with your store’s myshopify domain, the workflow’s name, and roughly when the problem happened. A screenshot helps.