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Why an Upsell Is Not Showing

The reasons an upsell competition might not appear at checkout, and how to make sure the one you want is the one customers see.

The short answer: only one upsell is ever offered per checkout, and your site decides which one (and whether to show any at all) using a clear set of rules. If your upsell never appears, it is almost always because the competition is not eligible, or because another enabled upsell is being chosen ahead of it.

This page explains exactly how the choice is made, so you can get the result you want.

How your site picks which upsell to show

When a customer reaches the checkout with something in their basket, your site looks for an upsell to offer and follows these rules:

  1. It only considers competitions that have the Upsell toggle switched on.

  2. From those, it removes any the customer already has in their basket.

  3. If more than one still qualifies, it picks the one with the latest end date (the competition running furthest into the future).

  4. It then shows that single competition. It never shows more than one at a time.

The important point is step 3. If you have several upsells enabled, the one ending soonest is effectively never shown while a later-ending one is also eligible.

Enabling several upsells does not show several at once. It simply widens the pool your site chooses one from, which improves the chance that at least one eligible competition exists. To control exactly which competition customers see, either enable just the single upsell you want, or make sure your preferred upsell has the furthest-out end date.

When no upsell is shown at all

Sometimes the upsell prompt is held back entirely. This happens when:

  • The basket is empty. The upsell prompt belongs to the checkout, so the customer needs something in their basket for it to appear.

  • Every enabled upsell is already in the basket. A competition the customer has already added is skipped, so if it was the only eligible one, nothing is offered.

  • The chosen competition has sold out. If the best matching upsell has no tickets remaining, the prompt is held back rather than offered.

  • The competition has not started yet. A competition with a future start date is scheduled and cannot be offered as an upsell until it opens.

  • The competition has ended. Once its end date has passed, it is no longer eligible.

  • The competition is paused or switched off. Only active competitions can be offered as upsells.

  • The competition is hidden or unlisted. Hidden competitions (sometimes called secret or VIP competitions) are deliberately kept out of upsell prompts, even when the Upsell toggle is on. A hidden competition will never appear as an upsell.

  • The customer was shown an upsell very recently. After the prompt has appeared, it will not be shown again to that same customer for a few minutes, so it does not repeat each time they return to the checkout.

The most common surprise is a hidden competition set as an upsell. Hidden competitions are reachable by direct link but are excluded from public surfaces, including upsell prompts, so they will not show here no matter what. You can read more about these on the Hidden VIP Competitions page.

A quick checklist when an upsell won't appear

Run through these in order for the competition you expect to see:

  1. Is it active and not ended?

  2. Does it still have tickets available (not sold out)?

  3. Is it set to hidden or unlisted? If so, it is excluded on purpose.

  4. Is there another enabled upsell with a later end date that is being shown instead?

  5. Have you (or the customer) seen an upsell in the last few minutes? The prompt is held back for a short while after it appears, so wait a moment, then revisit the checkout in a fresh browser session to test.

For predictable results, the simplest approach is to enable just one upsell competition at a time. Make sure it is active, has tickets remaining, is not hidden, and has an end date in the future. That removes any guesswork about which competition your customers will see.

Related pages

Upsell

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