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This FAQ answers common questions about billing, trial access, setup, storefront pages, and theme blocks in PrizeSuite Shopify.

How do I start my trial? #

Open PrizeSuite inside Shopify admin, then go to:

Settings → Billing

Choose a plan and approve billing through Shopify.

If your store is eligible for a trial, the trial will be handled through the Shopify billing approval flow.

Is billing handled by Shopify? #

Yes. PrizeSuite uses Shopify billing.

Plan approval, subscription status, trial approval, and billing confirmation are processed by Shopify.

What should I do after approving billing? #

After billing is approved:

1. Return to PrizeSuite.
2. Open the Dashboard or Settings → Billing.
3. Confirm your plan or trial is active.
4. Go to Design → Pages.
5. Create the required storefront pages.
6. Add the matching theme blocks.
7. Create your first giveaway.

Why does billing still show inactive after approval? #

Try these steps:

1. Refresh PrizeSuite.
2. Reopen PrizeSuite from Shopify Admin → Apps → PrizeSuite.
3. Open Settings → Billing again.
4. Wait a short time and refresh.
5. Contact support if billing still does not update.

Which pages should I create? #

Create these pages first:

• My Rewards
• Giveaways
• Winners

Open:

PrizeSuite → Design → Pages

Then create the pages and click Refresh status.

Why does my PrizeSuite page look blank? #

A PrizeSuite page may look blank if the page exists but the theme block is missing or the page template is not assigned correctly.

Check:

1. The Shopify page exists.
2. The page has the correct template.
3. The matching PrizeSuite app block is added.
4. The Shopify Theme Editor was saved.
5. PrizeSuite Design → Pages status was refreshed.

How do I add theme blocks? #

Open:

Shopify Admin → Online Store → Edit theme

Select the correct page template, add an app block from the Apps section, choose the matching PrizeSuite block, and save the theme.

Common blocks include:

• PrizeSuite My Rewards
• PrizeSuite Giveaways
• PrizeSuite Winners

Why can’t I find the PrizeSuite block? #

Try these steps:

1. Confirm PrizeSuite is installed.
2. Refresh Shopify admin.
3. Open the correct page template.
4. Add from the Apps section.
5. Make sure you are editing your active theme.
6. Save and refresh again.

Do I need Product Guard? #

Product Guard is recommended if you use standalone giveaway checkout products.

To enable it:

Shopify Admin → Online Store → Edit theme → App embeds → Giveaway product guard → Save

Why are entries or tickets missing? #

Common reasons include:

• Customer was not logged in
• Order was not paid or eligible
• Giveaway was not active
• Ticket limits were reached
• Customer exceeded entry limits
• Wrong product or checkout flow was used
• Storefront page or theme block setup is incomplete

Check Participants and the related giveaway settings first.

Can I change plans later? #

Plan changes are managed through Shopify billing.

Open:

PrizeSuite → Settings → Billing

Review the available options and approve any change through Shopify.

Should I test before launch? #

Yes. Before launching publicly, test:

1. Storefront pages
2. Theme blocks
3. Giveaway page
4. Checkout or entry flow
5. My Rewards customer activity
6. Participants admin records
7. Wallet, Points, and Referrals if enabled
8. Winner tools

What information should I send support? #

When contacting support, include:

• Store domain
• Screenshot of the issue
• Affected page or feature
• Giveaway name if relevant
• Shopify order number if relevant
• Customer email or customer identifier if relevant
• Steps you already tried