My upsell isn't showing

Nine times out of ten the upsell is fine and its surface is not set up. Work down this list in order.

1. Is the upsell Active?

On the home page, the upsell's row shows Active or Draft. A Draft upsell is never served. Use Enable in the row's actions menu, or open it and click Save — saving always sets an upsell live.

2. Is the surface set up?

Open the Checkout surfaces card on the home page. Each surface needs one-time setup in Shopify:

Post-purchase page — Hype must be selected under Settings → Checkout.
Thank you page — the hype-upsell block must be added to the Thank you page in the checkout editor.
Checkout — the same block must be added to the Checkout page in the editor.

The card's Set up buttons deep-link to the right Shopify page. If a row says "Placement can't be verified from here. Check the checkout editor.", open the editor yourself and confirm the block is there.

Also check that the block is on the published checkout profile. A block added to a draft or unpublished profile does not appear to shoppers.

3. Does another app hold the post-purchase slot?

Only one app per store can add post-purchase features (Shopify: Customizing your checkout and customer accounts with apps). If a different upsell app is selected under Settings → Checkout → Post-purchase page, Hype's post-purchase upsells never render, silently. Select Hype Upsell there instead.

4. Was the test order eligible for a post-purchase page?

Shopify — not Hype — decides whether the post-purchase page is shown at all. Per Shopify's post-purchase documentation, it is skipped when:

The customer paid with a wallet or installment service: Klarna, Affirm, Afterpay, Apple Pay, Amazon Pay, Google Pay.
The purchase used a gift card or any payment method other than a credit card.
Your payment provider requires the card verification number to be retained (Braintree, Payflow Pro, PayPal Payments Pro, Eway).
The order involves duties and multiple currencies.
The order is for local delivery.
The order total is under $0.50.
The order came from a sales channel other than the Online Store.

Shopify also caps accepted post-purchase offers at three per checkout, and may skip the page under extreme platform load.

Test with a plain credit card order through your online store — not with a saved wallet.

5. Is the Checkout surface available on your plan?

Blocks on the checkout page require Shopify Plus. On other plans the Checkout option is disabled in the form with a Shopify Plus badge, and the surfaces list shows the same badge. Use the thank-you page or post-purchase page instead.

6. Does the trigger actually match?

Set the upsell's Trigger to Any product in the order temporarily and place another test order. If it appears, the trigger is the problem:

Triggers match on products, not variants.
Products from selected collections checks live collection membership, and hides the offer rather than showing it if that lookup fails.
Any product except selected suppresses the offer when the order contains any of the selected products.

7. Is a different upsell winning?

Only one offer is served per surface: the newest Active upsell whose trigger matches. If two upsells cover the same order on the same surface, the more recently created one is shown and the other never appears. Disable the broader one and test again.

8. Can the offer product still be sold?

An offer is skipped when its product has no sellable variant left, and a variant that has been deleted since you configured the upsell cannot be served. Open the upsell, reconfirm the product and variant selection, and Save.

9. Are you looking at the checkout editor?

The thank-you and checkout blocks deliberately render a placeholder inside the editor — "Visible to you in preview only." — because there is no real order or cart there. Test on a real order.

Still nothing

Note the surface, the payment method used, and the order number of a test order that should have matched, and contact support from the Support page in the app.