Troubleshooting

How to use this page

Work through the section that matches your problem in order, most issues trace back to a connector, a credit balance, or a caching setting.

Insufficient credits

1. Open the credits banner on the Dashboard to check your remaining balance.
2. If it is low or at zero, generations and chat messages will be blocked before they start.
3. Use the Aggiorna button on the banner to buy extra credits or move to a higher plan.
4. Once the balance updates, retry the blocked action; nothing already paid is lost.

Chat error or empty response

1. If the AI Consultant shows "Errore dell'AI Consultant", use the Riprova button.
2. A message about automatic recovery means the system is retrying on its own, wait a moment before acting.
3. If the answer comes back empty or times out, rephrase the question or switch from Rapido to Approfondito for a more thorough pass.
4. If a conversation is reported as not found, it may have been deleted or belongs to a different site or user; start a new one.

Trial ending is stuck

1. After clicking "Termina trial" and confirming, the system checks the new status for a few seconds.
2. If it reports a timeout, the update may simply need a little more time on the server side; reload the Dashboard after a minute.
3. If it shows a clear error, retry the action; if it persists, contact support.

Checkout or payment problems

1. If buying extra credits does not lead to the payment page, try again, closing any blocked pop-up window first.
2. Check that your browser is not blocking the payment portal in a new tab.
3. If a charge fails, confirm your payment method has not expired in the billing section.
4. Update the payment method to resume paused generations and automations.

A connector shows as disconnected

1. Open the connector's page from Connettori and check its status.
2. Reconnect it following the same flow used the first time (log in again, or re-enter the required details).
3. Confirm the account or store you are reconnecting is the same one used originally.
4. Give it a few minutes to resync before assuming data is missing.

Google Search Console or Analytics data is missing

1. Check that the Google connector is still connected from Knowledge.
2. Confirm the correct property and data stream were selected.
3. Remember Search Console data can lag by a day or two.
4. Compare the same date range before concluding numbers look wrong.

A generation job is stuck or failed

1. Open the generation queue from Ecommerce and check the status of each item.
2. Check your credit balance, a job will not start if credits are insufficient.
3. Failed items are not charged, only relaunch the ones that failed.
4. If nothing changes after relaunching, contact support with the job details.

Changes are not visible on the site

1. Confirm the change appears in the site's history with a new value.
2. Clear your platform's cache, and your content delivery cache if one is active.
3. Check that the theme or template is not overriding the field that was optimized.

Automation applies nothing

1. Re-check the condition set for the automation, a rule that only acts "if missing" does nothing where a value already exists.
2. Verify the pages, templates or product types included in its scope.
3. Confirm the section is unlocked on your plan, see How plan-based feature gating works.

Nothing above helped

Collect the site name, the exact page affected, the time the problem occurred, and a screenshot, then contact support; this speeds up the response significantly.

Related pages

• FAQ
• Contact us
• How AI credits work
• Subscription & trial
• How plan-based feature gating works