shopify/Troubleshooting

Troubleshooting

This guide covers common issues and their solutions. Start with the Status page to check your connection health before troubleshooting.

Widget Issues

Widget Not Appearing on Store

Symptoms: No chat bubble visible on your storefront.

Solutions:

  1. Check theme app embed is enabled

    • Go to Online Store → Themes → Customize
    • Click App embeds (bottom left panel)
    • Toggle on Intufind Chat Widget
    • Click Save

    Enable app embed

  2. Verify subscription is active

    • Go to Apps → Intufind → Subscription
    • Status must be Active or Trial
    • If Inactive, start a subscription

  3. Check for theme conflicts

    • Some themes have CSS that hides fixed-position elements
    • Check your theme's custom CSS for position: fixed overrides
    • Test with a default Shopify theme to isolate the issue

  4. Clear caches

    • Clear your browser cache
    • If using a CDN (Cloudflare, etc.), purge the cache
    • Try incognito/private browsing mode

  5. Check browser console

    • Open browser developer tools (F12)
    • Look for JavaScript errors in the Console tab
    • Search for "intufind" in error messages

Widget Appears But Won't Open

Symptoms: Chat bubble visible but clicking does nothing.

Solutions:

  1. Check for JavaScript conflicts

    • Other apps may conflict with the widget
    • Temporarily disable other chat/popup apps to test
    • Check browser console for errors

  2. Verify content is synced

    • Go to Apps → Intufind → Knowledge
    • Ensure "Items Synced" is greater than 0
    • The widget may not function without synced content

Widget Opens But Shows Loading Forever

Symptoms: Widget opens, shows loading spinner indefinitely.

Solutions:

  1. Check cloud connection

    • Go to Apps → Intufind → Status
    • Cloud status should be "Connected"
    • If not, wait a few minutes or contact support

  2. Check subscription limits

    • You may have exceeded your monthly message limit
    • Go to Subscription to check usage

  3. Network issues

    • Try a different network
    • Check if your firewall blocks *.intufind.com

Search Issues

Search Returns No Results

Symptoms: Searching for products returns "No results found."

Solutions:

  1. Verify products are synced

    • Go to Knowledge → Products
    • Check that products show "Synced" status
    • If "Needs Sync", click Sync All

  2. Check Searchable toggle

    • Products must have the Searchable toggle enabled
    • A product can be Synced but not Searchable

  3. Wait for indexing

    • New content takes 1-2 minutes to become searchable
    • Recently synced? Wait and try again

  4. Check search terms

    • Try searching for exact product titles
    • Try partial matches
    • If exact titles don't work, there's a sync issue

Search Returns Wrong Products

Symptoms: Search results don't match the query.

Solutions:

  1. Re-sync affected products

    • Product data may be stale
    • Find the product in Knowledge → Products
    • Click Sync to refresh

  2. Check product data in Shopify

    • Ensure titles and descriptions are accurate
    • AI uses this content for matching

  3. Improve product content

    • Add relevant keywords to descriptions
    • Use complete, descriptive titles

Sync Issues

Sync Stuck at "Pending"

Symptoms: Items show "Needs Sync" indefinitely.

Solutions:

  1. Try manual sync

    • Click the Sync button on the specific item
    • Or click Sync All for bulk sync

  2. Check cloud connection

    • Go to Status page
    • Cloud must be "Connected"

  3. Check for errors

    • Hover over any error badges for details
    • Common causes: network timeouts, invalid content

  4. Check subscription

    • You may have hit product limits
    • Go to Subscription to verify

Auto-Sync Not Working

Symptoms: Product changes don't sync automatically.

Solutions:

  1. Verify auto-sync is enabled

    • Go to Knowledge → Products (or Collections)
    • Check that Auto-sync toggle is on

  2. Check webhook delivery

    • Go to Settings → Notifications in Shopify admin
    • Click Webhooks (at bottom)
    • Look for failed Intufind webhooks
    • If failing, webhooks may be blocked by firewall

  3. Manual workaround

    • Until resolved, manually sync after changes
    • Click Sync All periodically

Sync Errors

Symptoms: Items show error status.

Solutions:

  1. View error details

    • Hover over the error badge
    • Note the error message

  2. Common errors and fixes:

    ErrorSolution
    "Network timeout"Retry sync, check internet connection
    "Invalid content"Check for unusual characters in product data
    "Limit exceeded"Upgrade plan or disable sync on some items
    "Server error"Wait and retry, contact support if persistent

  3. Retry sync

    • Click Sync on the failed item
    • Network errors often resolve on retry

Subscription Issues

"Subscription Required" Error

Symptoms: App shows subscription required message.

Solutions:

  1. Start a subscription

    • Go to Subscription page
    • Choose a plan and start trial

  2. Check if trial ended

    • You may have been on trial that expired
    • Start a paid subscription to continue

Subscription Won't Activate

Symptoms: Click to subscribe but nothing happens.

Solutions:

  1. Check Shopify billing

    • Go to Settings → Billing in Shopify admin
    • Ensure you have a valid payment method
    • Check for failed charges

  2. Clear browser and retry

    • Clear cache and cookies
    • Try a different browser
    • Retry subscription

  3. Contact Shopify support

    • If billing issues persist, Shopify support can help
    • App subscription issues are often billing-related

Plan Limits Reached

Symptoms: Reduced functionality, warnings about limits.

Solutions:

  1. Upgrade your plan

    • Go to Subscription
    • Choose a higher tier plan

  2. Wait for reset

    • Search and message limits reset monthly
    • Check your billing date on Subscription page

  3. Optimize usage

    • Reduce unnecessary searches/chat
    • Consider caching strategies

Performance Issues

Slow Search Results

Symptoms: Search takes several seconds to return results.

Solutions:

  1. Check your network

    • Test from a different device/network
    • Run a speed test

  2. Reduce content volume

    • Very large catalogs may be slower
    • Consider syncing only key products

  3. Check system status

Widget Slow to Load

Symptoms: Chat bubble takes a long time to appear.

Solutions:

  1. Check page load time

    • The widget loads after your page
    • Slow pages mean slow widget

  2. Check for conflicting scripts

    • Other apps may slow JavaScript execution
    • Test with apps disabled

Still Having Issues?

If you've tried the solutions above and still have problems:

Gather Information

Before contacting support, collect:

  1. Screenshot of Status page
  2. Screenshot of the issue
  3. Browser console errors (F12 → Console)
  4. Steps to reproduce
  5. Your shop domain
  6. Your workspace ID (from Status page)

Contact Support

  • Email: support@intufind.com
  • Include: All gathered information above
  • Subject: "Shopify: [Brief description]"

Response Times

PlanResponse Time
Trial48-72 hours
Personal/Starter24-48 hours
Professional/EnterpriseSame business day

Next Steps