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When upsell or downsell pages are not working correctly in your HoopAI platform funnels — such as products not appearing, payments failing, or prices displaying incorrectly — there are specific settings and configurations to check.

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Common upsell issues

IssueLikely cause
Upsell page does not appear after purchaseFunnel step order is incorrect or conditional logic is misconfigured
Product not showing on upsell pageProduct is not linked to the funnel step
One-click upsell not processingPayment provider does not support tokenized charges
Order bump not visibleOrder bump is not enabled on the checkout step
Price displays incorrectlyProduct price was updated but the funnel page was not refreshed

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Step 1: Verify your funnel step order

1

Open the funnel editor

Navigate to Sites > Funnels in the Hoop platform and select your funnel. Open the funnel step editor to view all steps in sequence.
2

Check step sequence

Upsell and downsell pages must come directly after the initial checkout step. Confirm the order is: Checkout > Upsell > Downsell (optional) > Thank You. If steps are out of order, drag them into the correct sequence.
3

Review conditional logic

If you are using conditional rules to show different upsell pages based on what the customer purchased, verify the conditions match the products on your checkout page. A mismatched product ID is the most common cause of upsell pages being skipped.
1

Open the upsell page settings

Click on your upsell funnel step and open the page settings. Look for the Product section.
2

Assign a product

Select the product you want to offer as an upsell. If no product is assigned, the page will appear but the purchase button will not function.
3

Verify the product is active

Go to Payments > Products and confirm the upsell product is marked as active and has a valid price. Archived or draft products will not appear in funnels.
If you change a product’s price in Payments > Products, you must also update any hardcoded price text on your funnel page. The product element pulls the live price, but custom text elements do not update automatically.

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Step 3: Configure one-click upsells

One-click upsells allow customers to accept an upsell without re-entering payment information. This requires specific setup.
1

Confirm payment provider support

One-click upsells require a payment provider that supports tokenized transactions, such as Stripe. PayPal does not support one-click upsells in Hoop funnels.
2

Enable one-click upsell on the step

In the upsell funnel step settings, toggle on One-Click Upsell. This tells Hoop to charge the payment method from the initial checkout without prompting for card details again.
3

Test the full flow

Use Stripe test mode to run through the entire funnel — from checkout through upsell — to confirm the one-click charge processes successfully.
One-click upsells only work when the initial checkout and the upsell use the same payment provider. If your checkout uses Stripe but the upsell product is configured with a different provider, the one-click flow will fail.

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Step 4: Fix order bump issues

1

Enable the order bump

On your checkout funnel step, open the page editor and add or configure the Order Bump element. Assign a product to it and set the bump price.
2

Check element visibility

Ensure the order bump element is visible and not hidden by a CSS rule or conditional display setting. Preview the page in both desktop and mobile views.
3

Verify it adds to the total

Test the checkout by selecting the order bump and confirming the total price updates correctly. If the total does not change, the product may not be linked properly to the bump element.

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Testing your funnel end-to-end

Always test funnels using your payment provider’s test or sandbox mode. This lets you verify the entire purchase flow — including upsells, downsells, and order bumps — without processing real charges.
  1. Enable test mode in Payments > Integrations
  2. Walk through the checkout using a test card number
  3. Accept the upsell to confirm it processes without re-entering payment details
  4. Decline the upsell to verify the downsell page appears (if configured)
  5. Complete the flow and check that all orders appear in Payments > Transactions

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FAQs

Yes. You can chain multiple upsell and downsell steps. Each step must have its own product assigned and the funnel step order must flow logically from one offer to the next.
This usually means the upsell page has no content or the product element is missing. Open the upsell step in the page editor and confirm it has a product element with an assigned product and a visible accept/decline button.
Yes, but the upsell product’s billing cycle is independent of the initial purchase. Make sure the upsell product is configured with the correct recurring interval in Payments > Products.
Last modified on March 5, 2026