- Additions
- Why isn't my Addition appearing on the product page?
- Why can't I find a product when adding an Addition?
- Why isn't my Addition showing even though it's enabled?
- Why can't customers choose more than one add-on?
- Why isn't my add-on being added automatically to the cart?
- Why can't I use the same add-on in another Addition or Super Kit?
- Why isn't my Addition appearing on another store?
- Card Messages
- Frequently Bought Together
- Merchandising
- Super Kits
- Upsell Magic
- Changes & Saving
- Changes & Saving
- Still Need Help?
Experiencing an issue?
Most productAce issues are caused by simple setup, visibility, product selection, or saving settings and can usually be resolved in just a few minutes.
Find your issue below and follow the recommended steps.
Additions #
Why isn’t my Addition appearing on the product page? #
If your Addition isn’t showing, check the following:
- Make sure the Addition is enabled.
- Check that the correct parent product is selected under Build Your Addition.
- Check that the intended add-on products are selected.
- Make sure you’ve clicked Save after completing the setup.
- Open Your Site from the productAce sidebar and check the product page again.
If you’re using the eLocal app, also check whether the products you’re trying to use already have the eLocal widget. Products that already use the eLocal widget won’t appear as available add-ons because a page cannot display two eLocal widgets at the same time.
Learn more: Additions
Why can’t I find a product when adding an Addition? #
When building an Addition, search for the product by entering its full name or part of its name, then click Search and select the product from the dropdown.
If you’re using the eLocal app, products that already use the eLocal widget won’t appear in the available product list.
Learn more: Additions
Why isn’t my Addition showing even though it’s enabled? #
If the Addition is enabled but still doesn’t appear:
- Check that the Addition is connected to the correct parent product under Build Your Addition.
- Check that the intended add-on products are still selected.
- Make sure your latest changes were saved.
- Open Your Site and check the product page where the Addition was added.
Learn more: Additions
Why can’t customers choose more than one add-on? #
Open the Addition and go to Build Your Addition.
Under Settings, make sure More than one add-on can be chosen by the customer is turned on.
If this option is off, customers can select only one add-on for that Addition.
Learn more: Additions
Why isn’t my add-on being added automatically to the cart? #
Open the Addition and go to Build Your Addition.
Under Settings, check whether Automatically add all add-ons to cart is turned on.
Keep in mind that this option only works with add-ons that don’t have options, variants, or modifiers. If an add-on has any of these, it won’t be automatically added to the cart.
Learn more: Additions
Why can’t I use the same add-on in another Addition or Super Kit? #
Open the Addition where the add-on is already being used. Under Build Your Addition → Settings, check whether Redirect all site add-ons to main parent product is turned on.
When this option is turned on, a specific add-on can only be used once across Additions and Super Kits.
If the option is turned off, the same add-on can be used in another Addition or Super Kit.
Learn more: Additions
Why isn’t my Addition appearing on another store? #
If your BigCommerce setup includes multiple storefronts, open the Addition and check Properties → Settings.
Make sure Apply this Addition to your other stores is turned on and that the intended store is selected.
You can also check the Applied to Other Stores information in the Additions List View.
Learn more: Additions
Card Messages #
Why isn’t my Card Message appearing? #
Check the following:
- Make sure the Card Message is enabled.
- Check that the Card Message was set up for the correct product.
- Make sure you’ve clicked Save after making changes.
- Open Your Site and check the product page where the Card Message was added.
Learn more: Card Messages
Why aren’t my Card Message options showing correctly? #
Open the Card Message and review the message options you’ve added.
Make sure the intended messages are included in the setup and that you’ve saved your changes before checking the storefront again.
Learn more: Card Messages
Why can’t customers see my Card Message options? #
If the Card Message is enabled but customers can’t see the message choices on the product page, check the field connected to the Card Message.
Go to Properties → Settings and check Add Shared Product Options / Modifiers.
Make sure the field name entered there matches the name of the existing card message field on your product page exactly.
The Message Link Text is displayed near that field and allows customers to open the predefined message choices.
Save your changes, then open Your Site and check the product page again.
Learn more: Card Messages
Frequently Bought Together #
Why isn’t my Frequently Bought Together section appearing? #
Check the following:
- Make sure the FBT is enabled.
- Check that the correct parent product is selected under Build Your FBT Group.
- Make sure at least one add-on product has been selected.
- Make sure you’ve clicked Save after making changes.
- Check the product page on your storefront again.
Learn more: Frequently Bought Together (FBT)
Why can’t I find the product I want to add to my FBT? #
When building an FBT, enter the product name or part of the name, click Search, and select the product from the dropdown.
If the product doesn’t appear, check that you’re searching for the correct product name and that you’re adding it in the correct section. Parent products and add-on products are selected separately.
Learn more: Frequently Bought Together (FBT)
Why isn’t my FBT showing the products I selected? #
Open the FBT and check Build Your FBT Group.
Make sure:
- The intended parent product is selected.
- The intended add-on products are selected.
- The changes were saved.
Then check the product page again.
Learn more: Frequently Bought Together (FBT)
Why isn’t FBT showing for all the products I intended? #
Open the FBT and check Build Your FBT Group.
Make sure all intended parent products are selected and that the correct add-on products are included.
If you want the same recommended products to appear for multiple products, make sure those products are all selected as parent products.
Save your changes, then check the relevant product pages again.
Learn more: Frequently Bought Together (FBT)
Merchandising #
Why isn’t my product order changing? #
If your products aren’t appearing in the order you selected:
- On the Merchandising page, open the relevant category.
- Check the product positions in Merchandise Products.
- Reorder the products using drag and drop or manual position numbers.
- Click Update to save the changes.
- Check the category page again.
Learn more: Merchandise Your Products
Why isn’t my featured category appearing on the front page? #
Check the following:
- Make sure Feature this category is turned on.
- Check that the category’s display settings are correct.
- If the category is scheduled, make sure the current date falls within the selected schedule.
- Make sure you’ve clicked Update to save the changes.
- Check the front page again.
Learn more: Merchandise Your Products
Why isn’t my scheduled category showing yet? #
If you selected Schedule for Later, check the Display Schedule settings.
Make sure the correct option was selected:
- Date Range
- Day of the Week
- Single Date
Then check the dates or days you’ve entered and make sure the schedule has been saved.
A category with a future schedule will not appear until its scheduled time.
Learn more: Merchandise Your Products
Why aren’t my featured category changes appearing? #
Make sure you’ve clicked Update after changing the category’s properties, design, product order, or display schedule.
Then refresh your storefront’s front page and check the featured category again.
Learn more: Merchandise Your Products
Super Kits #
Why isn’t my Super Kit appearing? #
Check the following:
- Make sure the Super Kit is enabled.
- Check that the correct parent product is selected.
- Make sure your product groups contain the intended products.
- Check that your latest changes were saved.
- Open Your Site and check the product page where the Super Kit was added.
Learn more: Super Kits
Why aren’t my Super Kit products appearing? #
Open the Super Kit and review the product groups under Build Your Super Kit.
Make sure:
- The intended products are included in the correct groups.
- The products haven’t been removed from the group.
- The group and product order is correct.
- You’ve clicked Save after making changes.
Then check the product page again.
Learn more: Super Kits
Why can’t customers select a quantity for a Super Kit add-on? #
Quantity selection for Super Kit add-on products is available only when the Super Kit uses Grid View.
If you’re using List View, quantity selection isn’t available.
Learn more: Super Kits
Upsell Magic #
Why isn’t my Product Upsell appearing? #
Product Upsells only appear when their configured conditions are met.
Check the following:
- Make sure the Upsell is enabled.
- Review the conditions under Build Your Upsell.
- Check that the condition values are correct.
- Make sure the products you’ve selected to show as the upsell are correct.
- If you used multiple conditions, check each condition.
- Make sure you’ve saved your changes.
For location-based conditions, also make sure the required eLocal integration is available. ZIP or Postal Code conditions require the eLocal app.
Learn more: Upsells
Why isn’t my Upsell showing for a specific product? #
Check the Product condition in your Upsell.
Make sure:
- The correct product is selected.
- The condition is set to Is or Is Not as intended.
- The correct upsell products are selected.
- The Upsell is enabled.
- Your changes have been saved.
Then test the product again on your storefront.
Learn more: Upsells
Why isn’t my Upsell showing for a specific brand or category? #
Check the condition you’ve selected under Build Your Upsell.
For Brand or Category conditions:
- Make sure the correct brand or category is selected.
- Check whether the condition is set to Is or Is Not.
- Make sure the Upsell is enabled.
- Save your changes before testing again.
Learn more: Upsells
Why isn’t my location-based Upsell working? #
ZIP or Postal Code conditions require the eLocal app.
If you’re using this condition, make sure eLocal is available and properly set up for your store.
Also check that the ZIP or Postal Code value entered in the Upsell condition is correct.
Learn more: Upsells
Why isn’t my Order Upsell appearing during checkout? #
Check the following:
- Make sure you’ve selected Order Upsell as the Upsell Type.
- Check that the product or products selected to trigger the Order Upsell are correct.
- Review the Order Upsell settings.
- Make sure the Upsell is enabled.
- Save your changes before testing checkout again.
Learn more: Upsells
Changes & Saving #
Why aren’t my productAce changes appearing on my storefront? #
If your changes aren’t showing:
- Make sure you’ve clicked Save or Update, depending on the feature.
- Check that the feature is enabled.
- Review the product, category, or condition the feature is connected to.
- Refresh the relevant storefront page.
- Use Your Site from the productAce sidebar to check the storefront after saving.
If the issue is with a scheduled featured category, also check its Display Schedule.
Learn more: Individual Feature Guides
Why is my feature still not showing after I saved it? #
First, check that the feature is enabled and connected to the correct product, category, or condition.
Then review the feature-specific settings:
- Additions: parent product and add-ons
- Card Messages: product and message options
- Frequently Bought Together: parent products and add-ons
- Merchandising: product order or featured category settings
- Super Kits: parent product and product groups
- Upsell Magic: trigger conditions and upsell products
If everything looks correct, check the storefront again using Your Site or the relevant storefront-checking steps in the feature guide.
Changes & Saving #
Why isn’t my productAce feature appearing on another store? #
For features that support multi-store application, check whether the feature was actually applied to the intended store when you saved it.
For Additions, Super Kits, and Upsell Magic, the setup includes an option to apply the feature to other stores. When selected, you choose which stores should receive the same setup.
Check the feature’s Applied to Other Stores information in its list view and review the selected stores.
Learn more: Individual Feature Guides
Why did my feature stop appearing on another store? #
Check whether syncing for that store was stopped.
For features with multi-store support, the list view shows the stores where the feature is applied, and you can use Stop Sync for this Store to disconnect the feature from a store.
If syncing was stopped, review the feature setup and apply it to the intended store again.
Learn more: Individual Feature Guides
Still Need Help? #
If the issue continues after trying the steps above:
- Review the relevant productAce Feature Guide for detailed setup instructions.
- Check the feature’s visibility and product, category, or condition settings.
- Save your changes and check the storefront again.
- Use the Help button inside productAce for additional assistance.
- Contact our Support Team if you still need help.
We’re here to help you get the most out of productAce.
