EG FAQs

Quick answers to the questions merchants ask most about EG. Every answer links to a deeper how-to article if you want more detail.

Getting started

What is EG?

EG automatically adds a free gift (or other bonus product) to a customer's cart when they meet conditions you set — for example, spending over a certain amount or buying a specific product. You build these conditions as rules inside the app.

How do I install EG?

Install EG from the Shopify App Store like any other app. Click Add app, review the permissions EG requests, and click Install. Once installed, you'll land on the EG dashboard inside your Shopify admin.

For a full walkthrough of first-time setup, see the Getting Started guide.

How do I create, edit, or delete a rule?

• Create: From the dashboard, click Create rule, then set your trigger (what the customer needs to do), your action (what gift they receive), and any targeting or scheduling options. Save to activate it.

• Edit: Click the rule's name from the rule list to open it, make your changes, and save.

• Delete: Open the rule and click the delete button in the bottom-left corner of the edit page.

See Creating and editing rules for a step-by-step guide.

What does the "Rule works in reverse" option do?

When this is turned on, EG automatically removes the gift if the customer later does something that invalidates the original trigger — for example, if they remove items and drop back below a cart-value threshold. Without it, once a gift is added it stays in the cart even if the trigger condition is no longer met.

More detail: Reverse rule behavior.

Why can my customer remove the free gift from their cart?

Shopify requires that customers keep full control over their own cart — no app, including EG, is allowed to lock a line item in place. So a customer can always remove a gift EG added, the same way they can remove anything else. If they do, and "Rule works in reverse" is off, the gift simply stays removed unless the trigger fires again (for example, on a page refresh).

More detail: Why customers can remove gifts.

How do I cancel my EG subscription?

Go to Plans inside EG and use the Cancel subscription option. Cancelling stops your subscription and stops all rules from running on your storefront; rules that use an EG automatic discount are also paused, along with their discounts. Your rules and their settings are kept, so you can pick up where you left off if you resubscribe later. The app stays installed with no active rules until you resubscribe.

More detail: Managing your subscription.

Plans, billing, and limits

How many rules can I have?

You can create as many rules as you like on any paid plan — there's no cap on the number of rules you build.

What differs by plan is how many can be active (actually running) at once:

• Standard plan: up to 3 active rules at a time. You can still create more, but the extras stay paused until you either deactivate one of your 3 active rules or upgrade.

• Unlimited plan: no cap on active rules.

If you're on Standard and already have 3 (or more) active rules, activating a new one may require deactivating another first.

More detail: Plans and rule limits.

What happens if I downgrade my plan?

If you move from Unlimited down to Standard, EG first pauses any rule using an Unlimited-only feature (for example, collection triggers, product-tag triggers, magic links, logged-in or guest-only targeting, cart-value rules with excluded variants, or gift offers with more than 6 product variants), since those features aren't available on Standard. Of the remaining Standard-compatible rules, the first 3 stay active and the rest are paused.

After a downgrade, it's worth checking your rule list to confirm the right rules are still active.

More detail: Downgrading your plan.

What happens when my free trial ends?

If you haven't chosen a paid plan by the time your 5-day free trial ends, EG stays installed but your rules stop running — they won't serve gifts to customers until you upgrade to a paid plan. Your rules and their settings are not deleted; there's no need to rebuild anything, upgrading resumes your existing rules.

More detail: Free trial and upgrading.

Do you support annual billing?

Yes. Every paid plan offers a yearly billing option alongside the standard monthly price, at a discount versus paying monthly:

You can switch between monthly and yearly billing from the Plans page inside EG using the Monthly/Yearly toggle at the top of the page.

More detail: Plans and pricing.

Rule behavior and triggers

Why did my rule pause itself?

If a rule has a schedule (a start and/or end date), EG automatically pauses it once the schedule ends — you don't need to remember to turn it off manually. This automatic end-of-schedule pause has been in place since May 2026.

If a scheduled rule stops working and you didn't pause it yourself, check its schedule dates first. You can edit the schedule and reactivate the rule at any time.

More detail: Scheduling rules.

Where EG works

Does EG work at checkout, or on POS?

EG does not work on the Shop app/channel, and EG does not work on headless storefronts.

More detail: Where EG works.

How do I stop the gift being purchasable on its own?

If you don't want customers to be able to browse to a gift product's page and buy it directly (outside of your rule), turn on Product page redirections:

1. Go to Settings inside EG.

2. Find the Product page redirections section and enable it.

3. Choose the product(s) you want protected.

4. Set the URL you want customers redirected to instead (for example, your homepage).

This redirects anyone who lands directly on a protected product's page. It doesn't apply to collection pages or custom pages where the product can still be added directly to cart, and it works best when the EG app embed is active on your live theme. Product page redirections require the Unlimited plan or higher.

More detail: Preventing standalone gift purchases.

Still stuck?

If your question isn't covered here, use the in-app support chat from the Help menu inside EG, or reach out through your usual support channel.