Troubleshooting

Applies to: TreStack Checkout, every plan
Updated: 17 October 2026

A block does not show in checkout

Check, in this order:

1. Plan and Shopify Plus. Blocks on the checkout page need the Growth or Pro plan and a store on Shopify Plus. If the plan is cancelled or paused, blocks stop showing until you choose a plan. See Plans and billing.
2. The block is placed. On the block's page, This block is not placed on checkout yet. means it is not in the checkout editor. Choose Open checkout editor, add the block, and Save in the checkout editor. A block on the wrong page (for example placed on the thank you page only) shows only there.
3. A profile is selected. Select the block in the checkout editor and check its Settings Profile setting. Use Editor Settings ignores the app's profiles. Make sure the chosen profile is one you set up and saved in the app.
4. Display conditions match. Open the profile's display conditions and check Match logic. Remember that customer tags exist only for signed-in buyers, that Desktop Devices Only and Mobile Devices Only depend on screen width, and that some conditions work only on the order status page.

An upsell, gift or survey does not show

• The list shows Upsells are not on checkout yet, Gifts are not on checkout yet or Surveys are not on checkout yet: add its block (Upsells & Recommended Products, Auto Add Product (Gift with Purchase) or Survey or Form) in the checkout editor.
• Check that the upsell or gift's Status is Active, and that its condition is met.
• Upsells never offer a product already in the cart.
• A gift that is not free is shown with an add button instead of being added. See Upsells and gifts.
• A survey in checkout shows only when it is picked in the block's Selected Survey setting.

Answers are not on the order

Answers from input blocks and surveys are copied to the order only when the app may edit orders. If Additional permissions needed shows in the app, choose Approve permissions and approve in Shopify. Also check that the input block's save location is set to Order metafields. Answers then appear in the order's Metafields section in Shopify.

The web pixel shows as disconnected

In Shopify, Settings > Customer events shows the app's pixel as disconnected, or upsell numbers stay at 0. In the app, open Settings and choose Reconnect web pixel. If that does not fix it, choose Delete and recreate…. See Analytics.

"Additional permissions needed"

The app needs a permission you have not approved yet. Choose Approve permissions (in Checkout branding, Grant permissions) and approve in Shopify. Until then, some features may not work as expected.

Messages on Home

• Some settings could not reach your checkout: save the block again. If it keeps failing, contact support.
• A customization is not live on your checkout: open the rule in Rules & Customizations and save it again.
• Answers cannot be copied to orders yet: approve the app's order permission so buyers' answers appear on orders.
• Checkout blocking is not set up: blocks with Allow app to block checkout cannot stop checkout yet. If it keeps showing, contact support.
• Too many blocks can block checkout: turn Allow app to block checkout off in the profiles that do not need it.

In a block editor, These settings are too large to publish to your store means the block's profiles are too large: shorten the texts or remove profiles you do not use.

The post-purchase page does not show

Select TreStack Checkout under Settings > Checkout > Post-purchase page in Shopify. The post-purchase page does not show for orders paid entirely with a gift card, paid with an express wallet, or with a zero total. See Post-purchase page.