Frequently asked questions

Q: Should I use OAuth or connect manually?

Connect with PrestaKick should be used. Only use Connect manually when OAuth is not working and you have enough connection credentials.

Q: Why does the module display Connected but the Dashboard says Offline?

Connected confirms the connection information. Offline indicates that PrestaKick has not received a recent activity signal. Check cron, module status and server's Internet connection.

Q: Where does the server need to connect to?

The server must be able to call the API over HTTPS at https://api.prestakick.com. The chat service uses https://chat.prestakick.com.

Q: Why is the Widget not showing?

Check Show Widget, Preview IPs, Allowed storefront domains, the module status and your plan. See Troubleshooting.

Last updated: July 14, 2026

Button names, menu items and messages are kept in English so you can match them to the interface.
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General

Does PrestaKick replace PrestaShop?

No. You still manage products, orders, payments, inventory and shipping in PrestaShop. PrestaKick adds AI features and reporting.

Can I manage multiple stores?

Yes. Each PrestaShop store has a separate space in PrestaKick, called a shop. The number of shops you can add depends on your plan.

Is data mixed between shops?

No. Data and settings are kept separate for each shop. Check the selected shop before making a change.

What is the difference between Visitor and Customer?

A Visitor is a website visitor who may not be signed in. A Customer is a customer record synchronized from PrestaShop.

Installation and connection

Does creating a shop on the Dashboard automatically install the module?

No. You still need to download and install the module in the PrestaShop Back Office, then connect it by following Quickstart.

Should I use OAuth or connect manually?

Connect with PrestaKick should be used. Only use Connect manually when OAuth is not working and you have enough connection credentials.

Why does the module display Connected but the Dashboard says Offline?

Connected confirms the connection information. Offline indicates that PrestaKick has not received a recent activity signal. Check cron, module status and server's Internet connection.

Where does the server need to connect to?

The server must be able to call the API over HTTPS at https://api.prestakick.com. The chat service uses https://chat.prestakick.com.

Widgets and chat

Can customers who are not logged in chat?

Yes. Visitors who are not signed in can start a conversation. Some account or order questions can only be answered when enough verification information is available.

Why is the Widget not showing?

Check Show Widget, Preview IPs, Allowed storefront domains, the module status and your plan. See Troubleshooting.

Is Widget Key the Dashboard password?

No. The Widget Key is only used for customer-facing functions and does not grant access to the Dashboard. You should still avoid sharing it unnecessarily.

Who can take over the conversation?

Staff, managers and owners can work in the Chat inbox and take over the conversation.

AI and data

Does AI create, edit or refund orders?

No. Order operations are still performed in PrestaShop.

Why does the assistant answer in general terms?

Check the product description, policy page, sync status, and Assistant instructions. Only re-create embedding when the data has changed but the results have not updated or the system requires it.

Can I select an AI model in AI settings?

No. The shop's AI settings page is used to enter Assistant instructions. Models and advanced search settings are managed by the system administrator.

Packages and AI credits

What features need to be upgraded?

Image search and image uploads require Starter or higher. Product recommendations require Launch or higher. Other limits appear in the relevant plan table.

What happens when the limit or AI credits expire?

Related features may pause. Depending on the limit, the owner can buy more credits, upgrade the plan or wait for the next quota period.

Do additional credits expire?

Yes. Additional credits are valid for 365 days from their issue date.

Who can change or cancel a plan?

Only the owner. Some actions require re-authentication.

Account and security

What should I do if I lose my two-factor authentication device?

Use an unused recovery code. If the code is no longer available, contact support via the official channel to perform the verification process.

Should we use the same owner account?

No. Each person should use a separate account with the appropriate role.

What should I do if I receive a strange login warning?

Change passwords, revoke unrecognized sessions and check member lists, payments and connection keys.

Docs

Notifications

Glossary

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