> For the complete documentation index, see [llms.txt](https://docs.roadmap.so/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.roadmap.so/discounts-and-gwp/troubleshooting/gwp-not-showing-at-checkout.md).

# GWP not showing at checkout?

Fix the most common reasons a Gift with Purchase does not appear in cart or checkout.

For a GWP, success usually means the **gift line item appears in cart**.

It does not always show as a discount amount.

### Check these in order

{% stepper %}
{% step %}

#### Confirm the offer is live

Check **Status** and **Active Dates** first.
{% endstep %}

{% step %}

#### Rebuild the cart exactly

Match the promotion **Conditions** exactly.
{% endstep %}

{% step %}

#### Check customer eligibility

Make sure the test shopper matches the required audience.
{% endstep %}

{% step %}

#### Check the free gift setup

Confirm the correct gift variant is selected and the offer is saved.
{% endstep %}

{% step %}

#### Check whether you expected a choice-based gift

If the setup selected multiple variants in **Free Gifts**, Roadmap adds all of them.

It does not ask the customer to choose one gift from that list.
{% endstep %}

{% step %}

#### Remove conflicts

Pause other live promotions and test again with a fresh cart.
{% endstep %}
{% endstepper %}

### Most common causes

#### The offer is not active

This includes start dates in the future and expired end dates.

#### The cart does not qualify

Check the exact products, variants, quantities, and spend.

#### The customer is not eligible

This is common when the offer uses:

* **Logged in only customers**
* **Customers tagged with**
* **Members**
* country-based rules

#### No member tiers are selected

If **Customer Eligibility** is set to **Members**, at least one tier must be selected.

#### Another promotion is interfering

If another offer targets the same cart, the result may change.

#### The setup expected gift choice from a standard GWP

A standard GWP auto-adds the configured gift.

If multiple gift variants are selected, all selected variants are gifted.

If the goal is `choose one free gift`, use a choice-based setup instead.

### Best way to test

Use a fresh cart and a real customer account.

If the offer depends on tags or member tiers, do not test as a guest.

### If it works for some customers but not others

The issue is usually **Customer Eligibility**.

Compare the customer account against the offer settings and retest.

### If the shopper should choose the gift

Do not use a standard GWP for that flow.

Use a choice-based setup with a Roadmap product discount or a Shopify native discount instead.

### Before contacting support

Have these ready:

* promotion name
* status and active dates
* exact test cart
* customer account details used in testing
* any other active promotions

### Related guides

* [Gift with Purchase](/discounts-and-gwp/using-gwp-and-discounts/gift-with-purchase.md)
* [Offer a choice of free gift](/discounts-and-gwp/using-gwp-and-discounts/offer-a-choice-of-free-gift.md)
* [Discounts not applying correctly](/discounts-and-gwp/troubleshooting/discounts-not-applying-correctly.md)
* [Combine GWPs with loyalty rewards or bundles](/discounts-and-gwp/using-gwp-and-discounts/run-multiple-discounts-and-gwps/combine-gwps-with-loyalty-rewards-or-bundles.md)


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://docs.roadmap.so/discounts-and-gwp/troubleshooting/gwp-not-showing-at-checkout.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.