Troubleshooting
Common issues and how to fix them. If your problem isn't here, check the FAQs or contact support.
Shopify connection
"This Shopify store is already connected"
Each Shopify store can only be connected to one workspace at a time. Either delete the existing workspace tied to that store or connect a different store to this workspace.
Order detail shows "Protected Customer / hidden"
This means Shopify denied access to customer fields at runtime. The most common cause is a stale access token issued before your Protected Customer Data approval. Fix:
- Go to Settings → Disconnect Shopify
- Reconnect via OAuth — a fresh token gets issued
- Open an order detail again — real customer info should appear
If that doesn't fix it, your Shopify Partner Dashboard may still show Level 2 Protected Customer Data as pending review (Level 1 alone is not enough for shipping address). Wait for the approval email, then reconnect again.
No orders older than 60 days
Shopify gates older orders behind the read_all_orders scope plus Protected Customer Data approval. Both must be in place. If you reconnect after approval and still see only recent orders, double- check the scope is in your SCOPES env value.
Chatbot
Bot says "Sorry, I had trouble processing that"
Generic fallback when the AI service errors. Most common causes:
- Workspace is out of credits — top up from Billing.
- Subscription expired — re-activate your plan.
- Upstream LLM provider was rate-limited — usually clears within a minute. Retry the message.
"Confirm order" returns a CORS error
That label is misleading — it means the chatbot service crashed mid-response and the connection dropped before headers were sent. Open DevTools → Network → /api/chat and look at the actual response body. The most common root cause has been a missing chat_cart table after a fresh deploy. Run database migrations on the backend to create it.
Order placement fails with "transaction amount must be greater than zero"
Shopify rejects orders that include a transactions array without an explicit non-zero amount. Commify creates COD orders with no transactions array, so this should not happen on a current build — ensure your backend is deployed at the latest version.
"URL blocked" on the OAuth screen
Meta is rejecting the redirect because the OAuth redirect URI is not whitelisted in your Meta app. Make sure https://back.commify.ai/whatsapp/connect (or your backend equivalent) is added under App Settings → Facebook Login → Valid OAuth Redirect URIs.
"Embedded Signup is only available for BSPs or TPs"
WhatsApp's Embedded Signup flow is gated to apps registered as a Tech Provider or BSP in Meta. Three paths forward:
- Single-tenant: use a static System User token from your own WABA (fastest, only works for your own number).
- Apply for Tech Provider in the Meta Business Partners portal — takes 4–8 weeks.
- Use a BSP middleware like 360dialog, Twilio, or Gupshup — works in days, costs per-message fees.
Bot doesn't reply outside the 24-hour window
WhatsApp blocks free-form replies more than 24 hours after the customer's last message. Use a pre-approved Meta template via the Send template action or the /whatsapp/send-template endpoint. Templates must be registered & approved in your Meta Business Manager first.
Facebook / Instagram
Page connected but bot doesn't reply
Three things to check:
- The Page's Messenger is enabled (Facebook Page Settings → Messaging).
- The Page has Messenger access turned on for Commify (Page Settings → Advanced messaging).
- For Instagram: the IG account must be a Business or Creator account linked to that Page, and Connected tools and apps must allow access in IG settings.
Cards have no buttons
That's by design — product cards in Messenger and Instagram show image + title + price only. Customers add to cart and check out by chatting with the bot, not by tapping buttons on cards. This avoids duplicate cart events from accidental taps.
Still stuck?
Open the Help chat widget at the bottom-right of the dashboard, or email support@commify.ai with:
- Your workspace ID (top of any settings page)
- The exact error message + a screenshot
- Approximate time the issue happened