OptimizeUpsell is not working on my website!

Stay calm! We apologize for the inconvenience and we will work hard get you up and running as quickly as possible. We know that when you purchase something, you are eager to implement it ASAP as you should be! Although we try our hardest in QA to make sure OU works well on all sites sometimes there edge cases with themes, but no worries.

To provide you the best support fast, providing us as much information as possible will help to resolve the issue quickly the first time.  If you do not provide us all the information we need, it will just take a bit more back and forth with our support staff.

Here are a few things you can try

Step 1: Check to see if the cart type OU detected matches with your store

1. Check that your cart type matches what is in settings. Most themes tell you what kind of cart you have. 
   
   1. Login to Shopify 
   2. Click on Online Store > Themes 
   3. Click on Customize 
   4. Click on Theme Settings > Cart
   5. On this screen you should see something like so:
      
      
   6. Verify it matches with what is in OU Settings:
      
      

Important: if cart type matches don’t go playing with the settings

If that does not work then please follow the instructions:

1. Contact us by clicking the contact button at the top right hand corner of this page, send message button or send your request to support@optimizeupsell.com directly.
2. Take any kind of video or screenshots that you are able to send us
3. Turn off OU by putting all upsells into draft mode
4. Give us access to your store with permission for orders and themes.  Once we are finished looking into your issue, you can delete our access.

These steps are important and without them we will most likely direct you back to this article.