Troubleshooting connections, chatbots and payments

Use this guide to identify the affected environment and platform before changing credentials, reconnecting stores or repeating a payment.

Identify the environment

Production uses incele.ai; development uses incele.xyz. Open the workspace and API for the same environment. A production Shopify or ikas registration, callback URL and encryption key must never be mixed with development credentials.

Record the page, approximate time, platform, visible error and a sanitized request identifier if support needs it. Do not send passwords, Authorization headers, cookies, provider access tokens, encrypted database records or complete shopper conversations.

A connection is unavailable

1. Open the app from the correct store dashboard.
2. Refresh its platform authorization if requested.
3. In Incele, check that the account still owns an active workspace.
4. Generate a fresh connection link and approve the explicitly selected workspace.
5. Return to the store app and refresh status.

A link can expire or be consumed once. Staff membership, an old browser session, or a matching email address does not replace owner approval. Reconnecting does not move credits from another workspace.

Products are missing or outdated

Check Product catalog task details. Queued work has not run yet; retrying work will run after backoff; paused work needs correction. Task totals and product totals measure different things.

• Correct SKU/barcode collisions inside the selected workspace.
• Restore requested product/inventory permissions in the store app.
• Check product and variant publication, active state and visible sales channels.
• Keep stock quantities separate from backorder policy.
• Request Synchronize again and wait for pending work to settle.

Store events are verified hints. The connector reads the provider's current data instead of copying a single webhook's stock count or trusting an unverified deletion.

The chatbot launcher is missing

The origin is the scheme, host and optional port, without a path. https://shop.example.com and https://www.shop.example.com are different origins. Local development permits exact HTTP localhost origins; public origins require HTTPS.

A Shopify loader 404 is an extension asset problem. Refreshing API credentials does not publish the asset. An ikas loader from a disconnected installation intentionally returns no chatbot. Do not bypass either failure by removing platform attribution from a generic embed.

The assistant cannot answer

Check enabled AI levels, applicable visitor permissions, quota/reset settings, mandatory anonymous verification and the correct credit pool. Shared free credits are used first, then only that platform's paid credits. An Incele paid balance does not fund Shopify or ikas requests.

If the assistant lacks a product fact, improve its catalogue information or instructions; do not force an unsupported claim. Photo analysis needs explicit consent, a supported image and browser permissions. A questionnaire can remain available when a photo cannot be analyzed.

A purchase is pending

Refresh the platform app after approval. The server must verify its saved native receipt before credit delivery. A return URL or webhook alone never proves success.

Preserve the original purchase intent after an uncertain network failure. Do not repeatedly press Buy in another tab or create new request UUIDs to force a retry. Contact support if the receipt identity is missing or marked for review. Include only the visible pack, currency, approximate time and provider receipt through an appropriate private support channel.

Shopify approval may require the merchant's billing address and payment method. ikas billing may remain disabled until currency and prices are configured. These are provider/app setup requirements, not a reason to use another platform's paid credits.

Export or analytics looks different

Store dashboards show numeric, store-attributed analytics. Workspace analytics can cover additional channels. Visitor estimates, conversations and successful AI requests are distinct metrics. A private export may require multiple bounded download requests; keep continuation tokens private and in the same authorized session.

Get help

Use Contact us in the workspace for account, credit, connection or limit issues. Review security before sharing diagnostics. See the platform-specific Shopify and ikas guides for installation steps.