Points Not Showing or Customers Can't Redeem? Fix It in 5 Steps

If customers are reporting that their points balance isn't showing, rewards aren't applying at checkout, or the widget isn't appearing on your store, one of the following five issues is almost certainly the cause.

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Issue 1: App embed is not enabled

Symptom: The loyalty widget doesn't appear anywhere on the store.

Fix:

1. Go to Shopify Admin → Online Store → Themes → Customise.
2. Click App embeds in the left panel.
3. Find "Gratify Loyalty Widget" and toggle it ON.
4. Save and refresh your store.

This is the cause of 70%+ of widget-not-showing reports.

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Issue 2: Customer is not logged in

Symptom: The loyalty widget shows but displays no points balance, or shows a "Sign in to see your points" prompt.

Explanation: Gratify's points are tied to a customer account. Customers who browse logged out cannot see their balance. Customers who checked out as guests have no account to attach points to.

Fix:

• Ensure your store prompts account creation post-checkout (customise the thank-you page to show the Gratify widget with a "Create account to save your points" CTA).
• In Gratify Settings, enable the guest-to-account conversion flow, which sends an automated email offering bonus points for account creation after a guest checkout.

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Issue 3: Theme conflict blocking the widget

Symptom: The widget appears on some pages but not others, or appears behind sticky headers/footers.

Fix:

1. In Gratify Dashboard → Widget Settings, adjust the widget z-index value. Set to 9999 to ensure it renders above most theme elements.
2. If the widget overlaps with your store's sticky cart or chat widget, adjust the widget offset in the position settings.
3. If the widget disappears on product pages specifically, check whether your theme's product page template is using a non-standard section structure. Contact support with your theme name and we'll identify the conflict.

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Issue 4: Points earned but reward won't apply at checkout

Symptom: Customer has enough points, redeems a reward, but the discount code fails at checkout.

Common causes and fixes:

• Reward code expired: Gratify reward codes have a configurable expiry (default 30 days). If the code expired, regenerate a new reward in the customer's Gratify dashboard.
• Reward restricted by minimum order value: Check your reward rule settings — if you've set a minimum order value, the customer's cart may not meet it.
• Code already used: Gratify codes are single-use. If the customer already used the code, they need to redeem a new reward.
• Shopify discount stacking rules: If the customer is also applying a promotional code, Shopify's discount stacking rules may prevent both codes from applying. Gratify supports Shopify's automatic discount integration as a workaround — contact support to enable.

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Issue 5: Points not awarded for a specific action

Symptom: Customer completed a review / referral / account creation but didn't receive the expected points.

Fix:

1. In Gratify Dashboard → Earning Rules, confirm the relevant rule is enabled (toggle must be ON).
2. For review-based points: confirm your review app (Judge.me, Okendo, Loox, or Stamped) is connected in Gratify Settings → Integrations.
3. For referral points: confirm the referee completed a first purchase using the referral link (not just clicked the link).
4. Check the customer's earning history in Gratify Dashboard → Customers → [customer name] → Points History. If the action shows as "Pending," it's in a review queue — approve manually or check your auto-approval settings.

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Still stuck?

If none of the above resolves the issue, contact our team at support@shopiment.io or via WhatsApp at +880 1303 191287. We respond in under 2 hours on business days. Please include:

• Your store URL
• The customer email address affected
• A description of the specific action that failed

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Related guides

• Setting Up Gratify in Under 10 Minutes →
• The Loyalty Widget: How to Display Points So Customers Actually Notice →
• How Gratify's Points System Works →

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— End of Gratify Knowledge Base Articles (18 articles total) All articles © 2026 Shopiment. shopiment.io/gratify/knowledge-base