If a Surprise & Delight gift isn't showing up in a customer’s Customer Portal, there are a few common causes. Work through the checks below in order..
To quickly verify a rule is working end-to-end, use a test subscription. Process orders to advance the order count past your rule's trigger threshold, then open the subscription in the Customer Portal and confirm the gift banner appears.
Check the portal banner toggle
The Customer Portal uses a banner visibility toggle to control whether the Surprise & Delight gift appears for subscribers. This setting applies to both Customer Portal v2 and Customer Portal v3. It's on by default, but if it's been turned off, no gifts will appear regardless of whether the rule is active and conditions are met.
Customer Portal v3
In the left-hand menu of your Skio Dashboard, go to Storefront > Customer Portal.
In the Branding tab, scroll down to the Subscription banners drop-down.
Locate the Show “Surprise and delight” banner visibility toggle and confirm it's enabled.
Customer Portal v2
In the left-hand menu of your Skio Dashboard, go to Storefront > Customer Portal.
In the Portal Settings tab, scroll down to Show Customer Portal subscription banners and make sue that the toggle for Show “Surprise and Delight” banner is enabled.
Verify the subscription's order count
Surprise & Delight rewards are applied immediately after the qualifying order processes. If your rule is set to trigger on order 3, the gift won't appear until order 2 has successfully processed.
To verify the subscription's order count:
In the left-hand menu of your Skio Dashboard, go to Subscribers > Subscriptions.
Open the subscription in question and check the order count.
If the order count hasn't reached the trigger threshold yet, the gift is working as expected.
Check the Subscription audit log to confirm that the gift was not added to a previous order.
Sync rules if the rule was created after the trigger was passed
New Surprise & Delight rules don't apply retroactively to subscriptions that have already passed the trigger point. To evaluate existing subscriptions against a new or updated rule, you'll need to manually sync.
To sync rules:
In the left-hand menu of your Skio Dashboard, go to Retain > Surprise & Delight.
Click Sync rules.
This re-evaluates all active subscriptions against your current rules and applies any gifts that are now due.
Confirm the subscription meets every rule condition
If you've added conditions to a rule such as specific products, subscription types, or customer tags, the subscription must satisfy all of them for the gift to apply. Skio re-evaluates rules whenever a subscription is updated. If a condition was previously met and then lost (for example, a product was swapped out), the reward will be automatically removed.
To review rule conditions:
In the left-hand menu of your Skio Dashboard, go to Retain > Surprise & Delight.
Open the relevant rule and verify each condition against the subscription's current details.
Check if the gift product was deleted
The gift product can be in any status (active, draft, or archived). The only thing that prevents a gift from being applied is if the product or variant has been deleted from Shopify.
If the gift product has been deleted, the rule will be skipped and no new gifts will be added. If the gift was already applied to a subscription, it will be automatically removed the next time the subscription is updated.