Troubleshooting

Start here. Most problems are one of five things, and each takes about a minute to check.

The chat does not appear on my store

First: are you subscribed? Without an active subscription the widget renders only for you as the logged-in store owner — visitors see nothing. This is by design. See Test mode and going live.

Then, in order:

1. Open Plugin Connection — does Connection Status show connected?
2. Is the Storebird plugin active in Plugins in WordPress?
3. Clear your caching plugin and any CDN cache. A cached page can be served without the widget script.
4. Open your storefront in a private window and check the browser console for errors.
5. Check whether an optimisation plugin is deferring or stripping third-party scripts.

My products are missing or out of date

1. Trigger a product sync from the Storebird plugin settings in WordPress
2. Confirm the product is published and in stock in WooCommerce
3. Check Plugin Connection — a dropped connection stops syncing silently
4. Large catalogs take a few minutes to import

See Product sync and product notes.

The AI says it cannot find something we definitely sell

Usually a wording problem, not a knowledge problem. Your customer says "sneakers", your catalog says "trainers".

Add a synonym group on the Branding & Tone page. Then re-ask the exact question the customer used.

If it still fails, the product data itself may be thin — add a product note with the words people actually use.

The answers are wrong or too vague

An AI answers from what it can find, so vague answers almost always mean thin knowledge.

1. Read the conversation in your Inbox and look at Pages visited — what did the customer actually want?
2. Use Improve this answer to write the correct version. It becomes knowledge immediately.
3. Check the Unanswered questions tab on the Knowledge Base page
4. Add the missing facts as knowledge base pages — specific, one topic each

See Train your AI.

The tone is wrong

Branding & Tone → Tone of Voice. Adjust formality, enthusiasm and emoji, then re-read a real conversation. For behaviour that must never vary, use Mandatory Rules rather than instructions. See Branding and tone of voice.

Order lookup does not work

The customer must give the order number and the email address or postcode used on the order. A mismatch is answered honestly rather than guessed at — usually because they ordered as a guest with a different address. See Order tracking.

Also check that your Storebird plugin is up to date in WordPress.

The AI answers in the wrong language

Branding & Tone → Response Language. Set Auto-detect to match the visitor, or lock it to one language. See Languages and multilingual stores.

The chat stopped answering visitors

Check Plan Usage on your dashboard. At your conversation limit the widget stops answering new visitors until the period resets or you upgrade. See Plans, limits and multiple stores.

Also worth checking: is the subscription still active, and did payment go through? Billing.

Nothing here fixed it

Ask in the chat on storebird.ai and leave your email address. Include your store domain and, if it is about one conversation, roughly when it happened — that is enough for us to find it.