Troubleshooting

Fixes for the most common problems. Still stuck? Contact support.

The chat doesn't show on my store#

1. 1

   Check the app embed

   In your theme editor, open App embeds and make sure Any Store AI Chat is on. Select Save.

2. 2

   Check your live theme

   The embed must be on in the theme that's published, not a draft copy.

3. 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.
• 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. 1

   Open the chat in Inbox or a test chat and select Why this answer to see what it used.

2. 2

   Select Fix this reply to save the right answer as a Q&A.

3. 3

   Add the page that has the answer to your Knowledge base.

Check 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.

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.
• 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.