> For the complete documentation index, see [llms.txt](https://docs.elitebundleapp.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.elitebundleapp.com/help/troubleshooting.md).

# Troubleshooting

Troubleshoot Shopify bundle display, products, add to cart, discounts, subscriptions, theme embed, analytics and setup in Elite Bundle Builder.

Find the symptom, run the checks in order.

## The bundle is not showing on the storefront

{% stepper %}
{% step %}

### Check the app embed

**Online Store → Edit theme → App embeds**: **Elite Embed Core** must be on for the *live* theme, and the theme saved afterwards.
{% endstep %}

{% step %}

### Check the status

The bundle must be **Active** or **Unlisted**.
{% endstep %}

{% step %}

### Check the URL

Open the bundle's own product page or its dedicated page, not a different product.
{% endstep %}

{% step %}

### Check setup status

On [App settings](/get-started/settings.md#setup-status), no service should show **Failed**. If one does, contact support.
{% endstep %}
{% endstepper %}

## The bundle opens but products are missing

* Every step has products or a collection
* The products are active in Shopify and have available variants
* Collection-based steps contain products
* Products have images if the design expects them

## Shoppers cannot add the bundle to cart

* Required steps have products selected
* Step and bundle limits can actually be met, by item count or by amount
* Products and variants are in stock
* The bundle product is not a draft
* Test on mobile as well as desktop

## A free gift is charged at checkout

Checkout makes a gift $0 only when all of these hold:

* The bundle it came with is still in the cart. Removing the bundle removes the gift, but a cart page that submits a plain form can leave the gift behind
* The bundle's paid items meet the gift step's **Show this step** condition and the **Bundle limit** minimum
* The product is one of the gift step's products, and no more than the step's maximum is taken

Anything past that is charged at full price.

## A step never shows

The step has a **Show this step** rule in Config → Rules → Per step, so it appears only once the earlier step's picks pass it. Make those picks in the preview to check it. If it counts *Only these products*, make sure the ticked products are still in that earlier step.

## The cart does not list what is inside the bundle

* **Elite Embed Core** settings: **Show the products inside a bundle under its cart line** is on
* The bundle was added as one line (Cart Transform on); with a third-party checkout the products are separate lines and there is nothing to list
* The bundle was bought once, not on a subscription; a subscribed bundle's products are separate lines, so there is nothing to list
* Standard themes need no setup. On a custom theme or a side-cart app, inspect one cart line and put its wrapper class in **Cart page line item selector** and **Cart drawer line item selector**, such as `.cart-item`
* Toggle shows but in the wrong spot: put the class of the element it should follow in **Place after**, such as `.cart-item__price`

Step by step in [How the app finds the cart line](/customize-and-publish/publish-on-storefront.md#how-the-app-finds-the-cart-line).

## Discounts are not applying

* Tiers are configured in the **Offer** tab
* The cart qualifies for a tier
* The bundle was added from the bundle page, not as separate products
* You tested in checkout, not only the product page
* The settings page does not show a failed discount service
* Another discount in the checkout is allowed under **Combines with** in [Settings → Bundle discount](/get-started/settings.md#bundle-discount)
* For a subscription order, **Apply to subscriptions** is on in the same section

## The subscription option does not show

{% stepper %}
{% step %}

### Check the bundle type

Subscriptions work on build-your-own and multi-option bundles. A fixed bundle can't be sold on a plan, because Shopify does not sell its own bundles on selling plans. Rebuild it as a [multi-option bundle](/create-bundles/multi-option-bundle.md), a one-to-one replacement that works with subscriptions: one option per product, and a tier at a fixed bundle price for the same price.
{% endstep %}

{% step %}

### Check the bundle's settings

**Offer subscriptions** is on in **Config → Subscriptions**, and the bundle is saved.
{% endstep %}

{% step %}

### Check the connected plan

**Config → Subscriptions** shows no warning under **Connected plan**. If it says "Some products aren't in *plan name*, so shoppers can't subscribe", the bundle's products are no longer all in that plan: add them to it in your subscription app, or pick another plan.
{% endstep %}

{% step %}

### Check the plans

In your subscription app, every product in the bundle, including the variant the shopper picks, is in the connected plan with the same delivery frequency. The picker only offers the connected plan's delivery options every item shares, so one item outside it hides the subscribe option. The picker also waits until the shopper has picked items.
{% endstep %}

{% step %}

### Check the app embed

**Elite Embed Core** is on for the live theme.
{% endstep %}

{% step %}

### Test on the storefront

The editor preview shows the connected plan's delivery options, but whether a shopper can subscribe depends on the exact items and variants they pick. Test on the storefront with the bundle **Active** or **Unlisted**.
{% endstep %}
{% endstepper %}

More in [Subscriptions](/create-bundles/subscriptions.md#how-plans-are-matched).

## Offer subscriptions will not turn on

The switch in **Config → Subscriptions** turns back off when the check fails, with one of these messages:

| Message                                                                           | What to do                                                                                                                                                 |
| --------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------- |
| "Add every product in this bundle to the same subscription plan, then try again." | In your subscription app, add every product in the bundle to one plan, then turn the switch on again. For a collection, its first 250 products are checked |
| "Add products to this bundle first."                                              | Add products, then turn the switch on again                                                                                                                |
| "Couldn't read your subscription plans. Try again."                               | Turn the switch on again                                                                                                                                   |

More in [Subscriptions](/create-bundles/subscriptions.md#when-offer-subscriptions-will-not-turn-on).

## The bundle looks wrong after changing template

Picking a template overwrites the layout settings with that template's values (branding, variant display, quick view, the banner, product data spots and the add button's Button text are kept). Open **Design** and review Product card & variants, Steps, Bundle cart and Discount display, then check mobile width.

## A theme change broke the bundle

{% hint style="warning" %}
App embeds are per theme. After publishing a new theme: open the theme editor, enable **Elite Embed Core** on the new live theme, save, then preview an active or unlisted bundle.
{% endhint %}

## The upsell card does not show

* **Show upsell** is on in **Config → Upsell** and the bundle is saved
* The bundle is **Active** or **Unlisted**
* The product page matches **Where to show** and is not the bundle's own page
* **Placement** does not say **Off**; if it does, turn on **Elite Embed Core**
* On a custom theme without a standard Add to cart button, add the **Bundle Upsell** app block

## Analytics are missing or delayed

* The bundle has had real storefront traffic
* The settings page does not show a failed web pixel
* You are looking at the right bundle and range

Some activity takes a little time to appear.

## Still stuck?

Open the app and click **Support** or **Chat now**. Include the store domain, bundle name and URL, what you expected, what happened, and a screenshot if you have one.