Support

The install redirected me back to the start, or to an error page.

This is almost always a stale or reused install link. Start again from your Shopify admin under Apps, or from the App Store listing, rather than from a bookmarked or copied URL.

The app asks me to reconnect, or says the connection expired.

Shopify access can be revoked or invalidated — for example if the app was uninstalled and reinstalled, or if the permissions it asks for changed. Open the app from your Shopify admin and complete the reconnect prompt; that re-runs the approval and restores access.

I see a blank screen or a login loop inside the Shopify admin.

The app runs embedded in the Shopify admin, so browser settings that block third-party cookies or framing can break it. Try a normal (non-private) window, allow cookies for admin.shopify.com, disable content-blocking extensions for that tab, and reload. If it persists, tell us your browser and version.

I installed on the wrong store.

Uninstall from that store's Apps page and install again from the correct one. Each store is a separate installation with its own catalog, settings, and plan.

The chat bubble doesn't appear on my storefront.

Check, in order: the app embed is toggled on and saved; you enabled it on the theme that's actually published, not a copy; and you've hard-refreshed the page, since theme and CDN caching can serve an older version for a few minutes. If your store is password-protected, view it with the password entered.

It appears on some pages but not others.

App embeds load on standard storefront pages. Checkout pages, and some custom or headless templates, don't run them. If it's missing on a specific template, send us the URL.

It shows up but sits in the wrong place, or overlaps something.

Adjust position and appearance in the app's bot settings. If a theme element still collides with it, send us a screenshot and the page URL.

The bubble opens but messages never send.

This usually means the widget can't reach our API — often a content blocker, a corporate network, or a store-level script filter. Try another browser or device to confirm, then let us know what you find. It can also mean your plan's usage limit has been reached; check Plan & Usage in the app.

I switched themes and the chat disappeared.

App embeds are per-theme. Enable the Shop Buddy Chatbot embed again in the new theme.

Products or stock look out of date.

Click Sync now to refresh. New and updated products also sync automatically, but a manual sync is the fastest way to confirm.

The bot says it doesn't have some information.

Open the app's Knowledge and Store Info sections and add pages, FAQs, hours, and policies. The bot also logs unanswered questions under Gaps, where you can generate and approve answers so it learns.

A product is missing from the bot's answers.

Check the product is active and published to the Online Store sales channel, then re-sync. Draft and unpublished products are deliberately left out.

The bot quotes the wrong price or an old policy.

Re-sync the catalog, then check whether the outdated wording is coming from a knowledge entry you added earlier — knowledge you write takes part in answers alongside synced data.

Order lookups aren't working.

Order features depend on the order permission granted at install and on the feature being enabled in your settings. If you declined or changed permissions, reconnect the app from your Shopify admin.

The bot says it's reached a limit, or stops replying.

Your plan's usage limit has been hit. Limits apply over rolling short windows as well as monthly, so a burst of traffic can pause replies temporarily. See Plan & Usage in the app for current usage, when it resets, and how to upgrade.

"Too many requests", or replies are being throttled.

Rate limiting kicked in to protect the service, usually because of automated traffic. It clears on its own; if a real shopper hits it repeatedly, tell us.

The dashboard is empty, or says the store isn't connected.

The app has lost its Shopify authorisation. Open Shop Buddy from your Shopify admin, complete the reconnect prompt, then re-sync.

A shopper wants to talk to a person.

The widget offers a live-agent handoff and a "Talk to a human" form. Requests appear in your Inbox and support tools, and are emailed to you — so keep your notification address current.

How do usage limits and plans work?

See Plan & Usage in the app for your current limits and to upgrade. Billing runs through Shopify. Details are in our Terms.