Troubleshooting

The chat button is not showing

1. Check the app embed. On the Catchly Home page, look at the step Turn on the chat in your theme. If it is not Done, press Open theme editor, check that Catchly Sales chat is on under App embeds, and press Save.
2. Check the theme. App embeds are saved per theme. If you edited a copy of your theme, or published a new one, turn the embed on in the theme that is live.
3. Check in a private window. Open your store in a private browser window to rule out an old copy of the page.
4. Check the page. The chat does not appear on Shopify checkout pages, because apps cannot add to checkout.

Some themes hide empty blocks on the page, which can hide a chat button. Catchly is built so that these theme rules do not hide it. If the button is still missing after the steps above, email us your store address and theme name.

My store has a password

While your store is password protected, only people who enter the password see the store, and the chat appears after they do. To test, open your store, enter the storefront password, then look for the chat button. You can find the password under Online Store, Preferences in your Shopify admin.

My changes do not show on the store

• Changes in Catchly Settings apply to new chats. Reload the store page, or open it in a private window.
• Changes made in the theme editor apply after you press Save.
• If you use a page speed or caching app, it may keep an older copy of your pages for a short time. Clear its cache, or wait a few minutes.

The chat button covers my add to cart bar on phones

In Settings, raise Lift on phones until the button sits above the bar. The live preview shows the result.

The AI is not replying

• The AI is off. The Home page shows AI status. Click Turn AI on.
• The chat was taken over. In that chat, click Hand back to AI.
• You reached your monthly limit. The Home page shows a notice. The chat keeps collecting questions and emails, and the AI starts again next month or when you change plan. See Plans and billing.
• Your store is still syncing. Wait a few minutes after install, then try again.

The AI gave a wrong answer

Open the chat in the Inbox and use Fix this answer. Then check the product or policy page it used, because the AI answers from what your store says. See Teach the AI.

I am not getting alerts

Check the addresses under Settings, Email capture and alerts, and look in your spam folder for mail from Catchly. Add the sender to your contacts so alerts land in your inbox.

Order lookup says it is unavailable

Order tracking needs Shopify to allow the app to read orders. If shoppers see that it is unavailable right now, email us your store address and we will check.