> For the complete documentation index, see [llms.txt](https://docs.auctionplusapp.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.auctionplusapp.com/troubleshooting/faq.md). # FAQ Answers to frequently asked questions from Auction Plus merchants. ## Auctions **Q: How do I display the auction countdown on my collection pages?** Auction Plus automatically adds a countdown timer to product cards on collection pages when the [app embed](/storefront-setup/theme-setup.md) is enabled. Some themes, such as Horizon or Savor, support adding the Auction Countdown app block directly on your product cards. If you are unable to add the countdown timer to your collection pages, please contact support for assistance. **Q: Can I run multiple auctions on the same product?** No. Only one active auction per product at a time. Cancel the existing auction or wait for it to end before creating a new one. **Q: What happens with product variants?** Auction Plus uses only the first variant. If your product has multiple variants, only the first is auctioned. Use single-variant products for auctions whenever possible. **Q: How does the reserve price work?** The reserve price is a hidden minimum. If bidding doesn't reach it, no winner is declared. When a proxy bid meets or exceeds the reserve, the displayed bid automatically jumps to the reserve price. The reserve price can be changed at any time before the first bid is placed. After a bid has been placed, it can only be changed if a reserve is already set, the reserve has not been met, and the new reserve is higher than the current high bid. **Q: What happens when I reach my auction limit?** You can't create new auctions until your billing period resets or you upgrade your plan. Existing active auctions continue normally. **Q: Can customers bid without a Shopify account?** No. Customers must have a Shopify customer account to place bids. **Q: How does soft close (popcorn bidding) work?** Soft close automatically extends the auction end time when a bid is placed in the configured final window (e.g., the last 2 minutes). This prevents last-second sniping to give other bidders a fair chance to respond. See [Auction Settings](/auctions/auction-listing-settings.md#soft-close-anti-sniping). **Q: What is automatic bidding?** Customers enter the maximum they're willing to pay. The system bids on their behalf using the minimum increment needed to stay in the lead — up to their maximum. Other bidders only see the current high bid, not the hidden maximum. See [Auction Settings](/auctions/auction-listing-settings.md#proxy-bidding-automatic-bids). **Q: Why do multiple bids show the same timestamp?** When automatic bidding is active, multiple bids placed by the system on a bidder's behalf can show the same timestamp. This is expected behavior — the system shows the timestamp of the original bid that triggered the auto-bids, not the time the proxy bids were placed. **Q: How do payment reminders work?** You can send payment reminders to winners who have not yet completed checkout from the **Awaiting Payment** tab under the Customers section. Select customers and click **Send Payment Reminder**. Reminders are limited to one per 12-hour period per customer. You can also configure automatic payment reminders from the Settings page. See [Payment Reminders](/customers-and-bidders/payment-reminders.md). **Q: How do I handle a non-paying winner?** Consider configuring automatic payment reminders for winning bidders. If the customer still does not pay, the winner can be canceled from the auction detail page. You can then send a second-chance offer to another bidder from the Top Bidders section. Consider banning customers who do not pay from bidding on future auctions. See [Managing Winners and Second-Chance Offers](/auctions/managing-winners-and-second-chance-offers.md) and [Banning Customers](/customers-and-bidders/banning-customers.md). **Q: Do I need to add my existing Shopify customers to Auction Plus?** No. Customers are synced automatically from Shopify when they interact with your auctions — for example, when they place a bid or register to bid. Any existing Shopify customer can bid on your auctions as long as they have a customer account and meet any approval requirements you have configured. **Q: How do outbid email notifications work?** Outbid notifications are included on all paid plans and are automatically enabled. When a bidder is outbid, they receive an email notification. You can customize the email content under **Settings > Notifications**. Bid and outbid notifications are sent to bidders only — store administrators do not receive these notifications. *** ## Offers **Q: Can I use offers and auctions on the same product?** Yes. Customers can submit offers before the first bid is placed on an auction. Once bidding begins, the offer option is removed. **Q: Why is the Make Offer button missing on a product?** The Make Offer button only appears on products with an active offer rule that applies to that product. Please create an offer rule set to active, ensure the app embed is enabled on your storefront, and the Make Offer button has been added to your product page. See [Get Started with Offers](/offers/get-started-with-offers.md). *** ## Emails **Q: Can I customize the auction emails?** Yes. You can customize email templates and set up a custom sender domain. See [Customizing Email Templates](/email-and-notifications/customizing-email-templates.md) and [Custom Sender Domain](/email-and-notifications/custom-sender-email-domain.md). *** ## Billing & Plans **Q: What currencies are supported?** Bids are always placed in your store's default currency to avoid exchange rate fluctuations between bidding and checkout. If your store supports multiple currencies, the winner can check out in their preferred currency after the auction ends. The currency of your store at the time of install is used for bidding. If you change your store's default currency after installing Auction Plus, contact support to update your bidding currency. **Q: Can I change my plan mid-cycle?** Yes. Upgrades take effect immediately with prorated billing. Downgrades take effect at the start of your next billing period. **Q: Is there a free trial?** Yes. All paid plans include a 7-day free trial. **Q: How do I downgrade to the free plan?** Go to the **Plans** page and click **Get Started** under the Free plan. Uninstalling the app will also cancel your current plan automatically. *** ## Translations & Settings **Q: How do I translate storefront text?** Navigate to **Settings > Translations**. From there you can translate all customer-facing text displayed by Auction Plus on your storefront. *** ## Compatibility **Q: Can I use Auction Plus with other Shopify apps?** Yes, Auction Plus works alongside most Shopify apps. Some apps may conflict with auction purchase restrictions, especially apps that inject extra purchase buttons or product actions. See [Restricting Purchases](/products-and-checkout/restricting-purchases-for-auction-products.md). **Q: Does Auction Plus work with my Shopify theme?** Auction Plus works with most Shopify themes. If your theme does not support one of our app blocks, contact `support@auctionplusapp.com` for assistance. *** ## Getting Help * **Email:** `support@auctionplusapp.com` * **In-app chat:** Open the chat widget from your Auction Plus dashboard