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SweepWidget FAQ & Troubleshooting Guide

This guide covers common issues and frequently asked questions for both contest participants and hosts.

Table of Contents

Entries & Tracking

Why aren’t entries being tracked when someone makes a purchase on my store?

For purchase-based entries to work:

  1. Ensure the SweepWidget integration (Shopify/WooCommerce) is properly installed
  2. The customer must use the same email address for both the giveaway entry AND the purchase
  3. Check that the integration is enabled in your giveaway settings under Entry Methods
  4. Verify the purchase tracking webhook is active in your store settings

Will SweepWidget register entries from people who don’t directly interact with the widget?

No, users must interact with the SweepWidget widget directly to have their entries registered. Simply liking/sharing your social media posts without visiting the widget will not count. Direct users to your giveaway landing page or embedded widget to ensure entries are tracked.

Why do my entry counts seem incorrect or not updating?

Entry counts may appear delayed due to:

  • Caching on your website (try clearing cache)
  • The user not completing all required actions
  • Duplicate entry prevention (same email/IP already entered)
  • VPN/proxy detection blocking suspicious entries

How does the leaderboard/bonus entries system work?

The leaderboard ranks participants by total entries. Users earn bonus entries through:

  • Referral links (when friends sign up using their unique link)
  • Completing additional entry methods
  • Purchase-based entries (if configured)

Can users earn entries every day (daily entries)?

Yes! You can configure entry methods to allow daily, weekly, or custom recurring entries. When setting up an entry method, look for the “Allow multiple entries” or frequency options. This is great for increasing engagement over longer-running giveaways.

Setting Up Giveaways

Where is the shareable link after I create a giveaway?

After creating your giveaway, find your link in the giveaway editor. Look for the Installation or Embed section to find:

  • Your direct link (sweepwidget.com/c/XXXXX)
  • The embed code for your website
  • QR code for printing

How do I embed the giveaway widget on my website?

  1. In your giveaway editor, find the embed/installation section
  2. Copy the embed code provided
  3. Paste it into your website’s HTML where you want the widget to appear
  4. For WordPress, use an HTML block or the SweepWidget plugin

Can I embed on Wix, Squarespace, or other website builders?

Yes! The SweepWidget embed code works on any website that allows custom HTML, including:

  • Wix: Use the “Embed HTML” element
  • Squarespace: Use a “Code Block”
  • Webflow: Use an “Embed” element
  • Shopify: Use the SweepWidget app or add code to a page
  • Any platform: If it supports custom HTML/JavaScript, it will work

Alternatively, use the hosted landing page link (sweepwidget.com/c/XXXXX) which works everywhere.

Can I use a pre-made template for my giveaway?

Yes! When creating a new giveaway, select Starter Templates from the dashboard. Browse available templates (leaderboard, viral, simple entry, etc.) and customize colors, text, and entry methods to match your brand.

Can I duplicate an existing giveaway?

Yes! To copy a giveaway:

  1. Go to your dashboard
  2. Find the giveaway you want to copy
  3. Click the copy/duplicate option
  4. A new giveaway will be created with all the same settings
  5. Edit the copy to update dates, prizes, and other details

This is great for running recurring promotions or A/B testing different configurations.

How do time zones work for start/end times?

When creating a giveaway, you select your time zone in the Basic Info section. All start and end times are based on this time zone. The widget automatically displays the correct countdown for users regardless of their location.

How do I add custom fields to collect additional information?

  1. In your giveaway editor, go to Login Fields
  2. Add custom fields (text, dropdown, checkbox, etc.)
  3. Make fields required or optional
  4. Note: Some custom field options require Pro plan or higher

Can I require users to complete specific actions before entering?

Yes, you can set entry methods as Mandatory in the entry method settings. Users must complete all mandatory actions before their entry is confirmed.

Can I require a minimum age to enter?

Yes! In your giveaway settings, you can enable age verification. Users will need to confirm they meet the minimum age requirement (e.g., 18+ or 21+) before entering. This is configured in the pre-entry settings.

Does SweepWidget help create official rules/terms?

Yes! SweepWidget includes an Official Rules Generator that helps you create legally compliant sweepstakes rules. Find it in your giveaway editor under the rules/terms section. You can customize the generated rules or add your own.

Note: While the generator provides a helpful starting point, consult with a legal professional for compliance in your jurisdiction.

Integrations

Do you integrate with my email provider?

SweepWidget integrates with 20+ email providers including Mailchimp, Klaviyo, ActiveCampaign, ConvertKit, AWeber, and many more. See our CRM Integration Setup Guide for the full list.

For providers not directly supported, use our Zapier integration to connect to 5000+ apps.

How do I connect SweepWidget to my Shopify store?

  1. Install the SweepWidget app from the Shopify App Store
  2. Authorize the connection
  3. In your giveaway, add “Shopify Purchase” as an entry method
  4. Configure points per dollar spent or per purchase

How do I integrate with WooCommerce?

  1. Install the SweepWidget WordPress plugin
  2. Go to SweepWidget settings in WordPress admin
  3. Enter your API key (found in SweepWidget dashboard under Integrations)
  4. Add the purchase entry method to your giveaway

Can I push collected data to other apps via Zapier?

Yes! Connect SweepWidget to Zapier (Business plan required) and create Zaps to send new entries to your CRM, add subscribers to email lists, push custom field data to Google Sheets, or trigger SMS notifications.

Do you support WhatsApp channel joins as an entry method?

WhatsApp is available for sharing (Refer-A-Friend), but not as a direct entry method. You can use a “Visit Link” entry method and direct users to your WhatsApp channel join link as a workaround.

Billing & Subscriptions

I just purchased a plan but it still shows I’m on the free plan

This can occur due to:

  • Payment processing delay: Wait 5-10 minutes and refresh
  • Different account: Ensure you’re logged into the same account used for purchase
  • Browser cache: Clear cache and cookies, then log in again

How do I upgrade or downgrade my plan?

  1. Go to your account billing settings
  2. Click “Change Plan”
  3. Select your new plan and confirm
  4. Upgrades are prorated; downgrades take effect at next billing cycle

How do I cancel my subscription?

  1. Go to your account billing settings
  2. Click “Cancel Subscription”
  3. Confirm cancellation
  4. You’ll retain access until the end of your billing period

Can I switch from monthly to annual billing?

Yes! Annual plans offer savings compared to monthly billing. Go to your billing settings, select “Switch to Annual,” and you’ll be credited for unused time on your current plan.

Does SweepWidget offer a free trial?

SweepWidget does not offer a traditional free trial for paid plans. Instead, we operate on a freemium model where you can use our Free plan indefinitely with access to many core features. This allows you to fully test SweepWidget before committing to a paid plan.

If you upgrade to a paid plan and are unsatisfied, we offer a 7-day money back guarantee within your first billing cycle.

Do you offer non-profit discounts?

Yes! We offer a recurring 25% for non-profit organizations.

Contact our support team with details about your organization to learn about available discounts.

What is SweepWidget’s refund policy?

We have a 7-day money back guarantee if you’re unsatisfied with SweepWidget within the first billing cycle.

Important conditions:

  • You must have less than 25 participants to qualify for a refund
  • No refunds are granted on the second billing cycle or later
  • No refunds of unused fees are issued if you choose to close your account
  • Our billing team has the absolute right to decline to issue a refund

Refund limitations:

  • Refunds are limited strictly to subscription fees paid to SweepWidget
  • We do not reimburse for development time, labor costs, indirect costs, or consequential damages incurred by your team
  • Compensation beyond the subscription fee is not available under any circumstances

Does the photo contest tool have a free trial?

The photo contest feature is available on the Pro plan and above, so there is no separate free trial for this specific feature. However, the same 7-day money back guarantee applies if you upgrade to Pro (or higher) and are unsatisfied with the photo contest functionality or any other features.

Account & Login Issues

I’m not receiving the password reset email

  1. Check your spam/junk folder
  2. Try a different email if you have multiple accounts
  3. Wait 5 minutes and try again

How do I change the email address on my account?

You can change your email address from your account settings page. Log in and navigate to your profile settings to update your email.

Winners & Selection

How do I pick a winner?

  1. Go to your giveaway dashboard
  2. Click “Pick Winner” or go to the Winners tab
  3. Choose selection method (random, most entries, manual)
  4. Confirm your selection
  5. Use “Notify Winner” to send them an email

See How to Randomly Pick a Winner for detailed instructions.

Can I do a live winner draw/reveal?

Yes! SweepWidget has a Live Draw feature that lets you reveal winners in real-time, perfect for streaming or live events. Find this option in the Winners section of your giveaway. You can display a spinning wheel or animated reveal for added excitement.

I’m getting “maximum number of codes used” error

This occurs when all prize codes/slots have been assigned. Check your prize settings for available quantity, add more prize codes if needed, or select a different prize for additional winners.

Can I pick multiple winners at once?

Yes! When selecting winners, set the number of winners to pick, choose “Random” selection, and SweepWidget will select the specified number of unique winners.

How do I contact/notify the winners?

  1. Go to the Winners tab
  2. Click “Notify” next to each winner
  3. Customize the notification email
  4. Or export winner emails and contact them directly

Spam & Security

Can I limit entries to specific countries?

Yes! In your giveaway’s Security Settings, you can:

  • Allow specific countries: Only users from selected countries can enter
  • Block specific countries: Users from selected countries cannot enter

This uses IP-based geolocation to determine user location.

My giveaway got a huge spike in entries overnight

Sudden entry spikes may indicate bot/spam attacks, viral sharing (legitimate), or entry fraud. To investigate:

  1. Export your entries to CSV
  2. Look for patterns (similar emails, same IP, rapid timestamps)
  3. Review suspicious entries in the Entries dashboard
  4. Enable additional security features if needed

How do I filter out spam entries from my export?

When exporting entries, review the data for suspicious patterns. You can filter by verification status and manually review entries that appear fraudulent. Use the disqualify feature to remove fraudulent entries.

How do I prevent bot entries?

Enable these security features in your giveaway’s Security Settings:

  • Google reCAPTCHA
  • Email verification required
  • VPN/Proxy blocking
  • Country restrictions
  • Adjust security level (Weak, Standard, Strong, Strict)

Can I whitelist specific users who are being blocked?

Yes! In your giveaway’s Manage Entries section, find the Allow emails / IP’s area and add the user’s email address. Whitelisted users bypass fraud detection. See How to Unban a User for details.

My Legitimate Users Are Getting Marked as Spam (For Hosts)

If your participants are reporting that their entries are being flagged as spam or rejected, here are several steps you can take to resolve this:

1. Lower Your Security Level

SweepWidget offers four security levels: Weak, Standard, Strong, and Strict. Higher security levels are more aggressive at blocking suspicious entries, which can sometimes catch legitimate users.

To adjust:

  1. Edit your giveaway
  2. Go to Security Settings
  3. Change the security level to a lower setting (try Weak or Standard)
  4. Save your giveaway

See Security Levels Documentation for details on what each level does.

2. Allow VPN Users

Many legitimate users use VPNs for privacy or work purposes. By default, SweepWidget may block VPN users to prevent fraud.

To allow VPN users:

  1. Edit your giveaway
  2. Go to Security Settings
  3. Uncheck “Disallow entries from VPNs” (or similar VPN blocking option)
  4. Save your giveaway

Note: Allowing VPNs may increase the risk of fraudulent entries, so use this option if you are confident your audience is legitimate.

3. Add Users to the Allowed List

If specific users are being blocked, you can whitelist their email addresses or IP addresses to bypass all fraud detection.

To whitelist users:

  1. Go to your giveaway’s Manage Entries page
  2. Find the “Allow emails / IP’s” section
  3. Add the user’s email address or IP address
  4. The user can now enter without being blocked

See How to Allow/Disallow an Email Address or IP for detailed instructions.

4. Additional Tips

  • Check email domain blocking: If you have high-risk TLD blocking enabled, some legitimate users with uncommon email domains may be blocked. Consider disabling this in Security Settings.
  • Review duplicate IP settings: Users on shared networks (offices, universities, public WiFi) may be blocked if you are preventing duplicate IP entries.
  • Ask for details: When users report issues, ask them to provide their email address, whether they are using a VPN, and any error messages they see. This helps you diagnose the specific cause.

Quick Troubleshooting Checklist for Hosts

IssueSolution
Many users being blockedLower security level to Weak or Standard
Users say they use VPNEnable “Allow VPN users” in Security Settings
Specific user blockedAdd their email to the Allowed List
Users with uncommon emails blockedDisable high-risk TLD blocking
Multiple users on same network blockedAllow duplicate IP entries