Troubleshooting

Common issues and how to fix them.

FAQ Not Appearing

Check 1: Content Exists

The FAQ panel only displays if the product has generated content.

1. Go to Content → Products in your dashboard
2. Find the product in question
3. Check if it shows "Active" status
4. If not, click Generate to create content

Check 2: Installation Method

Verify your installation is correct:

Theme Block:

1. Go to Online Store → Themes → Customize
2. Navigate to the product template
3. Confirm the Convertiko FAQ block is added
4. Check it's not hidden in a collapsed section

App Embed:

1. Go to Theme editor → App embeds
2. Confirm Convertiko FAQ is toggled on
3. Note: Embeds work with ~80% of themes

Manual:

1. Check the script is loading (browser DevTools → Network tab)
2. Verify the container element exists with correct data-product-id

Check 3: Browser Console

Open DevTools (F12) → Console tab. Look for:

• ✅ [Convertiko FAQ] Loaded - Script is working
• ❌ [Convertiko FAQ] No content for product - Generate content first
• ❌ [Convertiko FAQ] Container not found - Check installation
• ❌ 404 or CORS errors - Contact support

Check 4: Cache

Try clearing:

1. Browser cache (Ctrl+Shift+R or Cmd+Shift+R)
2. Shopify theme cache (re-save in theme editor)
3. Any CDN cache (Cloudflare, etc.)

FAQ in Wrong Position

Theme Block Solution

1. Go to Theme editor
2. Find the Convertiko FAQ block
3. Drag to desired position
4. Save

App Embed Limitation

App Embeds have limited position control. The embed attempts to find the best location but themes vary.

Solutions:

• Switch to Theme Block installation
• Use Manual installation

Styling Issues

FAQ Doesn't Match Theme

1. Try different presets in Appearance
2. Click Detect Theme Colors to auto-match
3. Use custom CSS variables (see CSS Variables)

Layout Broken

Check for CSS conflicts:

1. Open DevTools → Elements
2. Inspect the FAQ panel
3. Look for overridden styles from your theme
4. Add more specific CSS to fix

Common fixes:

#convertiko-faq {
  all: initial;
  font-family: inherit;
}

#convertiko-faq * {
  box-sizing: border-box;
}

Mobile Display Issues

1. Go to Appearance
2. Check Mobile Format Override setting
3. Try "Accordion" for mobile if carousel/grid has issues

Generation Problems

"Generation Failed" Error

Possible causes:

• Product has no description (AI needs content to analyze)
• Temporary API issue (try again in a few minutes)
• Credit limit reached (check Settings → Usage)

Poor Quality Content

Improve AI output by:

1. Writing better product descriptions
2. Adjusting Tone in generation options
3. Specifying Focus Areas for more relevant questions
4. Setting Industry Context for better understanding

Questions Not Relevant

1. Edit questions manually after generation
2. Regenerate with different Focus Areas selected
3. Add manual questions for store-specific info

Analytics Issues

No Impressions Recording

1. Verify FAQ is displaying on product pages
2. Check browser console for tracking errors
3. Disable ad blockers temporarily to test
4. Verify tracking is enabled in Settings

No Attributed Revenue

Attribution requires:

1. Customer engaged with FAQ (click or hover)
2. Customer purchased within attribution window (7 or 30 days)
3. Order webhook is firing correctly

Check Settings → Webhooks to verify order webhook is registered.

ROI Showing 0x

You need actual sales attributed to FAQs. This takes time:

1. FAQs must be live and getting engagement
2. Engaged visitors must convert to purchases
3. Give it at least 7-14 days of data

Billing Issues

Can't Upgrade Plan

1. Check your Shopify billing settings
2. Verify payment method is valid
3. Try a different browser
4. Contact support if persists

Charged Incorrectly

Review your usage in Settings → Usage:

• Check overage generations
• Verify billing date
• Contact support with specifics

Account & Access

Can't Access Dashboard

1. Verify you're logged into the correct Shopify store
2. Try accessing via Apps → Convertiko FAQ in Shopify admin
3. Clear cookies and try again
4. Reinstall the app if necessary

Lost FAQ Content

FAQ content is retained for:

• Active subscriptions: Indefinitely
• Cancelled accounts: 30 days
• Paused FAQs: 90 days

After these periods, content may be deleted. Contact support for recovery options.

Performance Issues

Slow Page Load

Convertiko FAQ is designed for minimal impact, but check:

1. Network tab in DevTools - is the script loading slowly?
2. Are you loading FAQs for many products on one page?
3. Disable other apps temporarily to isolate the issue

High Memory Usage

Usually caused by:

• Many products with carousel auto-rotate enabled
• Complex animations on large FAQ sets

Try:

• Disabling auto-rotate
• Reducing animation settings
• Using accordion format for large FAQ sets

Getting Help

If you can't resolve your issue:

1. Email: support@convertikolabs.com
2. Include:
   • Your store URL
   • Screenshot of the issue
   • Browser console errors (if any)
   • Steps to reproduce

We typically respond within 24 hours (priority support: 4 hours).