> For the complete documentation index, see [llms.txt](https://document.tek-labs.app/free-gift-userguide/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://document.tek-labs.app/free-gift-userguide/faqs/frequently-asked-questions.md).

# Frequently asked questions

Quick answers to the questions we hear most.

<details>

<summary>My widget isn't showing on my store.</summary>

1. Open the **Dashboard** and click the **bell icon**. If the widget shows **Action needed**, click **Enable block** or **Add block**, then **Save** in the theme editor. The embed must be on in your **published** theme. See [Enabling Tek Labs app](/free-gift-userguide/getting-started/enabling-tek-labs-app.md).
2. Check that the offer is **Active** and inside its schedule.
3. Check that the offer is published to the **Online Store** sales channel (**Step 3 · Advanced › Publishing channels**).
4. Make sure the offer doesn't include **draft products**; they prevent the offer from appearing.
5. Run **Validate offer** to check everything at once.

Changes to an active offer can take 1 to 5 minutes to appear. If it still doesn't show, chat with us.

</details>

<details>

<summary>The gift isn't free at checkout.</summary>

Gifts are discounted by the app's Shopify discount. If another discount is applied, the two must be allowed to combine:

* In the offer, check **Step 3 · Advanced › Combinations**.
* In **Shopify admin › Discounts**, also tick **Combine** on your other discounts.

Also check the offer's **Discount configuration** is set to **Free**. If it still isn't free, chat with us.

</details>

<details>

<summary>The gift only appears in the cart after I reload the page.</summary>

This usually happens with a custom or third-party cart drawer. Chat with us and our team will adapt the app to your theme.

</details>

<details>

<summary>Which products can be gifts? Can customers buy the gift product on its own?</summary>

Only **published** products can be gifts. Out-of-stock or draft gifts stop auto-add from working; with **Add first available product**, the next available gift in your list is added instead. To stop customers buying gift items directly, contact us.

</details>

<details>

<summary>Which theme app embeds do I need? I also see "Popup Gift" and "BOGO".</summary>

Switch on **Free gift** for all gift offers, plus the embed for each other offer type you use. **Popup Gift** and **BOGO** are legacy embeds; you don't need them. See the table in [Enabling Tek Labs app](/free-gift-userguide/getting-started/enabling-tek-labs-app.md#which-embed-does-each-offer-need).

</details>

<details>

<summary>How do I move a widget on the product page or in the cart?</summary>

Add the widget's app block in the theme editor, or use **Styling › (widget) › Widget placement › Change widget position**. See [Move a widget on the page](/free-gift-userguide/getting-started/enabling-tek-labs-app.md#move-a-widget-on-the-page).

</details>

<details>

<summary>Two Free gift offers apply to the same cart. Which one wins?</summary>

Set **Offer compatibility › Priority** in **Step 3 · Advanced** (1 is the highest). Tick **Stop lower priority** to stop lower-priority offers when this offer's condition is met.

</details>

<details>

<summary>Is the app free? Why do I see paid plans?</summary>

New stores get the Free plan with every feature unlocked. Paid plans are only shown to merchants who subscribed before. See [Pricing plan](/free-gift-userguide/pricing/pricing-plan.md).

</details>

<details>

<summary>I installed the app on a development store and see "Access denied" or locked features.</summary>

Development stores must be unlocked by our support team, and some get limited access. Chat with us to request full access.

</details>

<details>

<summary>What's the difference between Sales and Revenue in Analytics?</summary>

**Sales** is the value of orders containing the offer before deducting the gift price. **Revenue** is after deducting it. Data is available from 1 January 2025. See [Analytics](/free-gift-userguide/user-guides/analytics.md).

</details>

<details>

<summary>How do I remove the Tek Labs branding from the widgets?</summary>

Contact us and we'll remove it for you.

</details>

<details>

<summary>Can I use the app in my own language?</summary>

Yes. Change the app's admin language with the language switcher on the Dashboard (27 languages). To translate what shoppers see, use [Translations](/free-gift-userguide/user-guides/translation.md).

</details>

Still stuck? Chat with us in the app or email **<support@tek-labs.app>**.