If a Glow page shows an Upgrade button, a field is disabled, or a save action does not work, the feature may be limited by your current subscription plan.
Most loyalty setup tools are available in Glow, but some advanced features are limited on the free plan, including custom email HTML, certain automated reminder emails, custom CSS, custom widget fonts, API access, webhooks, and Klaviyo.
Common reasons a feature is unavailable
Your store is on the free plan and the feature is available on paid plans.
You are editing the HTML version of an email template instead of the email text in Translation settings.
You are setting up an advanced integration, API, or webhook feature that requires a paid plan.
You recently changed plans and the app needs to be refreshed.
You are over an active-member limit, which can affect reward redemption even when settings pages are visible.
1. Check your current plan
In Glow, go to Settings > Subscription.
Review the plan shown there. Glow's free plan is useful for getting started, but some features are limited on the free plan. Paid plans are designed to include the full feature set.
If you are choosing a plan, use your current active-member count and the features you need. If you are mainly trying to unlock a blocked feature, move from the blocked page to Settings > Subscription by clicking the Upgrade button shown in Glow.
2. Check the page where the feature is blocked
The blocked page usually tells you why the setting is unavailable.
Custom CSS
Go to Settings > Custom CSS.
On the free plan, Glow shows that custom CSS is available on paid plans and shows an Upgrade button instead of the CSS editor.
Use this feature only when you need custom styling beyond the built-in widget design settings.
Email templates and reminder emails
Go to Settings > Email Templates.
On the free plan, you can still customize email text from Settings > Translation, but full HTML email template editing is limited to paid plans.
Some reminder email templates also show Upgrade and Available on all paid plans when they are not available on the free plan.
If you only need to change wording that customers see, start with Settings > Translation before changing email HTML.
Webhooks
Go to Settings > Webhooks.
Webhooks are available on paid plans. On the free plan, Glow shows a paid-plan message and disables webhook save/test actions.
Use webhooks when you need Glow to send loyalty events to another system automatically.
Klaviyo
Go to Settings > Integrations, then open Klaviyo.
The Klaviyo integration is available on paid plans. On the free plan, Glow shows an Upgrade Your Plan message.
Use Klaviyo when you want to sync Glow loyalty data into Klaviyo for customer segments, profiles, and marketing flows.
API access
Go to Settings > API.
Glow's API access is available on paid plans. Because the API page includes private API keys and secrets, do not share screenshots of that page unless you have hidden the key and secret first.
Use the API only when you or a developer need to connect Glow to another system directly.
Widget fonts
Go to Settings > Widget Design.
Custom widget fonts are available on paid plans. If you are on the free plan, Glow shows Upgrade in the fonts area. Other basic widget design settings may still be available.
3. Use the available workaround, if one fits
Some blocked features have a simpler setting that may solve the same merchant need:
To change customer-facing email wording, use Settings > Translation instead of custom email HTML.
To adjust the widget without custom CSS, use Settings > Widget Design.
To review activity without the API, use Analytics pages and exports.
To connect marketing tools without Klaviyo, check whether another built-in integration fits your workflow.
If the feature itself is required for your workflow, upgrade from Settings > Subscription.
4. If you are on a paid plan and still blocked
If your store is already on a paid plan but a paid feature still looks unavailable:
Refresh the Glow page.
Sign out of Glow and open the app again from Shopify admin.
Go to Settings > Subscription and confirm the current plan.
Try the blocked setting again.
Contact Glow support if it is still blocked.
When you contact support, include:
Your Shopify store URL.
The Glow page where the setting is blocked.
The button, field, or save action that is unavailable.
A screenshot of the blocked page.
Whether you recently changed plans.
Do not send API keys, API secrets, webhook secrets, or customer discount codes in your message unless support specifically asks for a safe, redacted example.
Related articles