# Troubleshooting

> Fixes for the most common problems.

Source: https://anystoreai.com/docs/troubleshooting/  
Last updated: 2026-10-17

Fixes for the most common problems. Still stuck? [Contact support](https://anystoreai.com/docs/account/help/).

## The chat doesn't show on my store

1. **Check the app embed.** In your theme editor, open **App embeds** and make sure **Any Store AI Chat** is on. Select **Save**.
2. **Check your live theme.** The embed must be on in the theme that's published, not a draft copy.
3. **Check the status.** On the app home in your Shopify admin, select **Check now**.

Not on Shopify? Make sure the code from **Chat widget > Installation** is on every page, and copy it again if you reconnected the store.

## The status says Can't check

Your store has a password, or it didn't answer. With a password, open your store and enter it first, then select **Check now**.

## The assistant doesn't reply

- **Check Assistant replies** in **AI assistant > Behavior**. When it's **Paused**, answers come from your knowledge base only.
- **Check your conversations.** If you've used this month's conversations, new chats can't start until the count resets. See [Plans and billing](https://anystoreai.com/docs/account/plans-and-billing/#when-you-reach-your-limit).
- **Check the store is active** on **Stores**, or under **Assistant** on the app home in Shopify admin. A paused store doesn't reply.

## An answer is wrong or missing

1. **Open the chat** in Inbox or a test chat and select **Why this answer** to see what it used.
2. **Select Fix this reply** to save the right answer as a Q&A.
3. **Add the page** that has the answer to your [Knowledge base](https://anystoreai.com/docs/assistant/knowledge-base/).

Check [Unanswered questions](https://anystoreai.com/docs/assistant/unanswered-questions/) every week. Each answer you add helps the assistant.

## It won't share a discount code

The assistant only shares codes you allow. Go to **AI assistant > Sales** and set **Discount codes it may share** to **All active codes**, or pick the codes. See [Discounts](https://anystoreai.com/docs/assistant/sales/#discounts).

## My name or logo doesn't show

Your name, logo and Home screen are on Growth and Pro. On Free, the chat uses the default look with your accent color. On Shopify, a linked logo must be hosted in your Shopify files.

## A store page can't be added

- The store has a password page. Remove it, or add the page as a file.
- The page has no readable text, or the site blocks automated reading. Copy the text into a .txt file and upload it.
- You've reached your plan's limit of extra sources. Your own store pages don't count.

## Emails aren't sending

- Email automations send on Growth and Pro.
- The automation must be turned on, and the store must be active.
- Most emails only go to customers who accepted marketing emails in Shopify.
- Emails wait during quiet hours, 9pm to 8am.
- Each shopper gets one automation email a day. Others wait for a later day. See [One email a day](https://anystoreai.com/docs/marketing/email-automations/#one-email-a-day).
- If you see **Order emails are on hold**, select **Check again**. Shopify isn't sharing order data yet.
- If you see **Welcome series can't send yet**, connect a list and turn on signup in the chat. The welcome series only starts from signups in the chat.
- If you see **Notify me isn't on your store**, turn on the chat in your theme. Back in stock needs it.
- If you see **Some emails are waiting**, a sending limit was reached. They go out when it resets.

## My plan didn't change after paying

Shopify can take a few minutes to confirm. Refresh the app home or **Plan and usage** later. It updates by itself.

## I didn't get the waiting email

Waiting emails only send when nobody has the dashboard open, after 3 minutes, and at most once an hour per chat. Check **A shopper is waiting for you** is on in **Settings > Notifications**, and check your spam folder.