> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting upsell products in funnels

> Resolve issues with upsell and downsell pages, one-click upsells, order bumps, and pricing display in HoopAI funnels.

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.

***

## Common upsell issues

| Issue                                      | Likely cause                                                         |
| ------------------------------------------ | -------------------------------------------------------------------- |
| Upsell page does not appear after purchase | Funnel step order is incorrect or conditional logic is misconfigured |
| Product not showing on upsell page         | Product is not linked to the funnel step                             |
| One-click upsell not processing            | Payment provider does not support tokenized charges                  |
| Order bump not visible                     | Order bump is not enabled on the checkout step                       |
| Price displays incorrectly                 | Product price was updated but the funnel page was not refreshed      |

***

## Step 1: Verify your funnel step order

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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>
</Steps>

***

## Step 2: Link products to upsell pages

<Steps>
  <Step title="Open the upsell page settings">
    Click on your upsell funnel step and open the page settings. Look for the **Product** section.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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>
</Steps>

<Warning>
  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.
</Warning>

***

## Step 3: Configure one-click upsells

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

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Note>
  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.
</Note>

***

## Step 4: Fix order bump issues

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

***

## Testing your funnel end-to-end

<Tip>
  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.
</Tip>

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**

***

## FAQs

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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**.
  </Accordion>
</AccordionGroup>