Troubleshooting

• Check that the Supportify app block is added to your Shopify theme: go to Online Store → Themes → Customize → App embeds and make sure the Supportify widget is toggled on.
• Make sure you clicked Save in the theme editor after enabling the widget.
• Clear your browser cache or try an incognito window.
• Verify you're viewing the published theme, not an unpublished draft.
• Check if the chatbot is active in the Supportify app (Chatbot Setup → Overview should show "Active").
• If billing is required, make sure you have free sessions remaining or an active billing cap.

• Verify the chatbot is active in Chatbot Setup → Overview.
• Make sure at least one capability is enabled.
• Check your free tier sessions — if all 50 are used and no billing cap is set, the chatbot may be in fallback mode.
• Try opening the chat in an incognito window to rule out browser extensions interfering.

• Customization is done in the Shopify Theme Editor (not in the Supportify app). Go to Online Store → Themes → Customize and click on the Supportify app block.
• Make sure no other apps or custom CSS are conflicting with the widget styles.
• If you recently updated your theme, re-check the widget settings in the theme editor.

• The Order Management tool must be enabled in Chatbot Setup → Capabilities.
• Customers must verify their email address before the chatbot can look up their orders (this is a security requirement).
• If the customer says they have an order but the chatbot can't find it, the email they verified may not match the one on the Shopify order.
• Check that your Shopify access token is still valid. If you recently reinstalled the app, you may need to go through setup again.

• Make sure the Returns & Refunds tool is enabled in Chatbot Setup.
• Check your returns configuration — return window, accepted reasons, and shipping provider must all be configured.
• Verify your shipping provider integration (e.g., Shipmondo) is set up correctly in Settings → Integrations.
• If in fallback mode (billing cap exceeded), returns are disabled. Only ticket creation works in fallback mode.

• Make sure the Knowledge Base tool is enabled in Chatbot Setup → Capabilities.
• Check that your documents have status "Ready" (not "Processing" or "Failed") in the Knowledge Base page.
• If you recently uploaded documents, wait a few minutes for processing to complete.
• The chatbot searches the knowledge base when the customer's question is relevant — it won't cite documents for every response.

• Make sure you're signing in with the correct Google/Microsoft account.
• Check that you approved all requested permissions. If you denied any, disconnect and reconnect the channel.
• If using Google Workspace (business Gmail), your admin may need to allow Supportify in the admin console.
• For Outlook, make sure your Microsoft 365 plan includes Exchange Online (some plans don't).

• Check the channel status in Settings → Channels — is the channel enabled and connected?
• If using draft mode, the AI writes drafts but doesn't send them. Check the Conversations page for pending drafts.
• If using auto-send, there may be a response delay configured. Check the email channel settings.
• Verify you haven't hit your billing cap — in fallback mode, email responses are limited.

This means you've exceeded your monthly billing cap. In fallback mode:

• The AI uses a lighter model and can only create support tickets.
• Advanced features (order lookup, returns, product search) are paused.
• Fallback sessions are free.

To restore full service, go to Settings → Billing and increase your monthly cap. The change takes effect immediately.

• Supportify uses Shopify's built-in usage billing. Charges appear on your regular Shopify invoice, not as a separate bill.
• There may be a delay between session usage and the charge appearing (Shopify processes usage charges in batches).
• If using only free tier sessions, there will be no charges.
• Check Settings → Billing → History for a detailed log of all charges.