Common upsell issues
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.
Step 2: Link products to upsell pages
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.
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.
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.
Testing your funnel end-to-end
- Enable test mode in Payments > Integrations
- Walk through the checkout using a test card number
- Accept the upsell to confirm it processes without re-entering payment details
- Decline the upsell to verify the downsell page appears (if configured)
- Complete the flow and check that all orders appear in Payments > Transactions
FAQs
Can I offer multiple upsells in a single funnel?
Can I offer multiple upsells in a single funnel?
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.
Why does the customer see a blank page after checkout?
Why does the customer see a blank page after checkout?
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.
Can I use upsells with subscription products?
Can I use upsells with subscription products?
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.