🔧 Troubleshooting Guide

Common issues and their solutions

Connection Issues

❌ "Connection Lost" or "Not Connected"

Solution:

  1. Go to the Dashboard tab in your Shopify app
  2. Click "Reconnect Account"
  3. Complete the authorization in the popup window
  4. Verify the connection status shows "Active"

⚠️ "AI Can't Lookup Data"

Possible Causes:

  • • Connection expired: Try reconnecting your store
  • • Shopify permissions changed: Reinstall the app to refresh permissions
  • • Store offline: Check your Shopify store status

AI Response Issues

🤖 AI Not Responding or Slow Responses

Steps to Resolve:

  1. Check the Dashboard connection status is "Active"
  2. Verify your AI agents are enabled (contact support if unsure)
  3. Check for any Shopify platform outages
  4. Contact our support team if the issue persists

💬 AI Giving Incorrect Information

Our white-glove service includes continuous optimization. If the AI provides inaccurate responses:

  • 1. Note the specific question and incorrect response
  • 2. Contact our support team with details
  • 3. Our team will refine the AI's training immediately

Data & Inventory Issues

📦 Missing Products or Outdated Inventory

Remember: We use real-time lookups, not syncing.

Check These:

  • ✓ Products are published in Shopify (not draft status)
  • ✓ Products are available in the sales channels
  • ✓ Inventory quantities are correctly set in Shopify
  • ✓ Your Shopify store is not in maintenance mode

If products are published but still not showing, wait 1-2 minutes and try again. Contact support if issues persist.

👤 Customer Information Not Found

Verify:

  • • Customer email matches exactly (case-insensitive)
  • • Customer account exists in your Shopify store
  • • Customer has not been deleted or archived

Installation & Setup Issues

🔌 Can't Install the App

Requirements:

  • ✓ Active Shopify store subscription
  • ✓ Store owner or admin access
  • ✓ Browser with cookies/JavaScript enabled

If installation fails, try clearing your browser cache or using a different browser. Contact Shopify support if the issue persists.

🔐 Authorization Popup Closes Immediately

This usually means:

  • • Popup blocker is active - allow popups for your Shopify admin
  • • Browser extension is interfering - try incognito/private mode
  • • Already authorized - check if connection shows as "Active"

Performance & Speed

⚡ Optimizing Response Speed

Our AI typically responds in 2-4 seconds. If responses are slower:

  • • Large product catalogs may take slightly longer to search
  • • Complex customer history lookups may add 1-2 seconds
  • • Peak traffic times may cause minor delays

If responses consistently take longer than 10 seconds, contact our support team for optimization.

Getting Additional Help

📞 When to Contact Support

  • ✓ Issue persists after trying troubleshooting steps
  • ✓ AI responses need adjustment or improvement
  • ✓ Need help with custom configuration
  • ✓ Security or privacy concerns
  • ✓ Want to add new features or integrations

Support Response Times:

  • • Critical issues: < 1 hour
  • • General support: < 24 hours
  • • Feature requests: 2-3 business days
Contact Support Back to Getting Started

🔍 Still Need Help?

Our documentation is constantly updated. If you can't find a solution here, our support team is ready to help you resolve any issue quickly.