Troubleshooting

AgenticCart troubleshooting: use this page when setup, the hosted chat domain, catalog sync, billing, or AI assistant answer quality does not behave as expected. Each symptom below has a short diagnostic and a concrete fix so you can get the AI sales agent back online quickly.

Before you troubleshoot: check status

Start with two fast checks. First, open the AgenticCart dashboard and look for an incident banner at the top of the page — platform-wide issues are surfaced there. Second, confirm your subscription is active — many "AI agent not working" reports turn out to be a failed renewal payment. If both look clean, jump to the matching symptom category below. If you suspect a platform issue that is not in a dashboard banner, reach out to [email protected].

Account and billing issues

I cannot log in to my AgenticCart account

Double-check the email address, try a password reset, and confirm email verification was completed at signup. If repeated failed logins have tripped abuse throttling, wait a few minutes and try again. See account and sign-in for password rules and session behaviour.

My verification email never arrived

Check your spam folder and any inbox rules, then request a fresh link from the signup or login screen. AgenticCart reissues the link each time, so older links stop working once a new one is sent. Whitelist the AgenticCart sender domain if corporate email filtering is aggressive.

A renewal payment failed and my agent is offline

Open the billing area in the dashboard and update the payment method in the Stripe customer portal. The hosted chat page resumes once Stripe confirms the charge. The full flow — including the grace period — is covered in billing and payments.

I need to change plans but the downgrade is blocked

Downgrades are blocked when your current usage exceeds the target plan. Compare your active domains, AI sales agents, active SKUs, and monthly interactions against the target tier on plan limits, trim what no longer belongs, and retry the downgrade.

My AgenticCart invoice is missing a VAT ID or company name

Open the Stripe customer portal from the billing page and edit billing details before the next renewal. Once the VAT ID is on file, Stripe applies the correct tax treatment on the following invoice. Historical invoices can be corrected via support on request.

Catalog and sync issues

Products are missing from my AI agent

Confirm the products are included in your WooCommerce catalog or product feed, then run a sync or refetch the feed in AgenticCart. If products are present in the source but still missing after a refresh, check that they are assigned to a collection that is attached to a live agent.

Prices or stock look stale

Update the upstream source (WooCommerce or the feed generator), then refresh the AgenticCart catalog. Stock and pricing follow the catalog source — they do not update faster than your upstream. For how this works end to end, see catalog sync.

The agent does not recommend a product I know is in stock

Confirm the product is inside the collection assigned to that agent, that it is marked purchasable upstream, and that the last sync completed. Thin descriptions can also suppress matches — see product data quality for how to sharpen them.

Variants or options are not showing correctly

Variant data is read from your connected source. In WooCommerce, make sure variable products are published with complete variant attributes. In a feed, ensure each variant has its own item row with the correct item_group_id. Run another sync after changes.

A product that sold out is still being recommended

The agent removes products on the next sync or refetch once the upstream source reports them as unavailable. Trigger a refresh manually to close the gap, or remove the product from the collection to force it out immediately — see removing unavailable products.

Hosted chat domain issues

Hosted chat domain is not ready

Check the DNS record in your provider against the exact value shown in AgenticCart. DNS propagation can take up to an hour, occasionally longer, depending on your provider's TTL settings. Use a DNS checker to confirm the record is visible globally before raising a support ticket.

SSL is not active on my hosted chat

Managed SSL can only be issued after DNS resolves to the AgenticCart target. Wait for DNS to settle, re-check the domain status, and give SSL provisioning a short window to complete. The shared-responsibility split is explained in hosted chat domain.

The wrong AI agent answers on my hosted chat domain

Open the hosted chat settings in the dashboard and confirm the domain is assigned to the intended AI sales agent. If you recently reassigned the domain, allow a short moment for the change to propagate and hard-refresh the hosted chat page to clear cached assets.

Hosted chat loads but the agent immediately errors

This usually means the agent has no usable collection or a required setting is missing. Open the agent and confirm a collection is assigned, that the collection contains at least one active product, and that the catalog sync has completed. See customize your AI agent for the full configuration reference.

AI assistant quality issues

Answers feel generic

Sharpen product descriptions in the upstream catalog, add store knowledge in the agent customizer, and narrow the collection. Generic answers usually point to either thin product data or a collection that is too broad — both are fixable without platform changes.

Recommendations feel too broad or off-topic

Remove off-topic products from the collection, or create a dedicated agent for that buying journey with its own narrower collection. Agents can only recommend from the collection they are assigned, so the collection shape directly determines the recommendation shape.

The agent answers shopper questions about the wrong category

Review the assigned collection — if unrelated categories are mixed in, the agent will try to serve shoppers from all of them. Split into two collections and two agents, or prune the collection back to a single coherent theme.

The greeting, persona, or tone feels wrong

Update the agent's name, greeting, tone, persona, and objective in the customizer, then test again on the hosted chat URL. Tone changes take effect on the next shopper turn; the hosted page itself may need a hard-refresh to show an updated greeting.

The AI assistant is not responding at all

Check billing (a failed renewal can silence an agent), check the status page, and confirm the agent has a collection with at least one active product. If all three look clean and the agent still does not respond, contact support with the hosted domain and the time the issue started.

Still stuck? Contact support

Contact AgenticCart support with your account email, hosted chat domain, affected AI sales agent, a short description of what you expected versus what happened, and the approximate time the issue started. Screenshots and a browser console log speed up diagnosis significantly.

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