Articles on: App testing and setup

Troubleshooting Guide: Why is the widget or offer not working/displaying?

When testing Monk offers, you may encounter situations where the offer/widget might not be visible. This guide will help you identify common reasons why the offer display might not appear during testing and provide steps to resolve these issues, ensuring a smooth and accurate testing experience.


If you have created a Free Gift offer or a Progress bar offer but the free gift is not adding to cart, please refer this doc.


  1. App and offer status

Before testing the offer, please ensure that both the Monk app and the relevant offers are enabled.


To enable the app: Go to Online Store > Themes > Customize theme > App Embeds and toggle Monk to active > Save.



To check offer status: Go to the Manage offers tab in the Monk app and ensure the desired offer is set to Active.



  1. Interference from other cart apps


Monk is only compatible with your theme’s native cart and not with any other third party cart app. Hence, if you are using any other third party cart, it could cause some interference with Monk’s code causing the widget to not be visible. Such cross app interferences cannot be fixed from our end as there is no data sharing between the two apps.


  1. Interference from theme 


For some stores, a visual element in the theme may override Monk’s display, blocking the app. Such issues can be manually fixed by our team within a few minutes. If you notice that the widget is not visible on your store, please reach out to us via in-app chat or at support@monkcommerce.com


  1. Slow or unstable internet connection


When you're testing the offer, open the product page and wait 3-5 seconds before clicking on Add to Cart, this will allow both the store and the app to load in the background. Your customers will anyway wait ~10 seconds before making a buying decision.


In some cases, a customer might be on a slow or patchy internet connection or is using a slow device which can cause the entire website to load slower than usual. Monk loads after your entire theme's code has loaded (to avoid performance issues) & hence a slow network can cause issues with Monk running its code. Such issues are likely to arise for 1-2% of all eligible orders. If you notice any increase in the frequency of such orders, please contact our support team via live chat/email and we can investigate further.


  1. Cache issue


Being the store owner or a part of the internal team, you might be running a lot of tests on your store. As a result, it’s possible that you're checking the offer in an outdated session where the Monk app hasn’t fully loaded, which can prevent the offer from working as intended due to your browser's cache. Cache issues usually occur when users see outdated content on a website, experience slow loading times despite a fast internet connection, or encounter errors when trying to access certain pages or features. This happens when a website is opened many times on a device. This issue will not occur with a customer as they will be opening it for the first time or fewer times as compared to you. To avoid this, always test in a new private/incognito window and ensure all other incognito tabs are closed—this helps simulate a fresh user session and prevents any caching or session-related issues.


  1. Sync issue


If you’ve recently created the offer product in your Shopify Products settings, it’s possible that the product hasn’t synced with the app yet, which may prevent the offer from displaying as expected


Monk automatically syncs your store every 4 hours. However, to sync new products immediately -

  • Go to the Manage offers tab in the Monk app
  • Click the Sync button on the Manage offers page
  • The sync process may take approximately 5-15 minutes, depending on the size of your inventory.
  • Wait for the success message to appear, then wait for 10-15 minutes before testing in a new incognito window.



  1. VPN issue


For all country or region-specific offers, Monk determines the location based on their IP address to trigger the relevant offers. If you are not physically located in the region specified in the offer, please use a VPN to test the offer. If the widget still does not appear when using a VPN, the issue may be with the VPN service itself. In such cases, we recommend switching to a different VPN provider and testing again.



  1. App block not added


For offers created on product page or checkout, an app block needs to be added for the widget in your Online store. App blocks are customizable modules that let you add app functionality exactly where you want to use it in your theme . Go to Online Store > Themes > Customize



If you do not want the testing to interfere with your live theme and live visitors, you can test out the offers on an unpublished (draft) theme.



If you have any other questions or queries please reach out to us via chat support or write to us at  support@monkcommerce.com.


Updated on: 13/11/2025