Start with the status of the affected offer, then check its selected placement and saved theme state. A missing offer can be unpublished, held back, unselected for that placement or unconfirmed for the current theme. Work through the checks below without changing another app’s settings.
| What you notice | What to check | Next step and what success looks like |
|---|---|---|
| An add-on does not appear on the product or cart | Check the offer’s status. Not published means it is not on the storefront. | Review the offer first, then use its publication switch if you want to show it. Pairwise should report Published after the change is confirmed. |
| It appears on one surface but not another | Open the offer editor and check Placement for Product page, Cart page and Cart drawer. The selected format can limit the available choices. | Select only a supported placement, save, and check the intended surface. Complete set is product-page only. |
| Pairwise says the theme embed is not on | Read the current theme status. Pairwise distinguishes Pairwise checked your theme: it is not switched on there yet. from Pairwise has not yet verified that the block is switched on in your theme. | Follow Turn Pairwise add-ons on in your store, save the embed in Shopify’s theme editor, then return and use Check again where shown. Success requires both a saved embed and a published offer. |
| A cart drawer offer is absent or behaves differently | Check the theme/version and offer format. Drawer support depends on both; a named code integration does not prove the behavior on your store. | Compare the exact surface with theme and placement support. A product-page or cart-page offer may be available even when the drawer is not established for that theme. |
| A pairing is marked Needs attention or held back | Read the displayed reason and open Why this fits or Retained candidate evidence where available. Pairwise holds pairings when the available source does not verify the required detail. | Check the product description and its eligible links, then prepare/review again if the source information changes. A held result is not proof the products are incompatible. |
| Automatic checks need a connection | Pairwise may show Automatic checks need a connection. Open Pairwise from Shopify Admin to reconnect. Published add-ons can expire until checks resume. | Reopen Pairwise from Shopify Admin. If offered, choose Verify restored connection. Review saved statuses afterward; activation remains explicit. See pause and reconnect. |
| A saved edit is not live | Look for Changes not live yet or a pending publication status. | Read the message and check the result before retrying. A published edit normally updates live when you save; if Pairwise shows Make live, use it only after reviewing the saved change. See edit and save add-ons. |
When the result is still unclear
Use Check again or Check result only when Pairwise offers it for that status; these controls read the current result rather than blindly replaying a change. Do not send passwords, access tokens, customer information or another app’s settings to support. Contact Pairwise support with the page and status you can see.
For preparation limits, source boundaries and the meaning of held suggestions, see prepare and review. For the synthetic illustration, see the compatible-accessory example.