Troubleshooting
Last updated:
For shop operators and technical managers.
Previous:
Find the message you see on screen, then follow the steps in the relevant table. Messages are kept in English so you can match them to the interface.
Quick checks
Before troubleshooting a specific issue:
- Check that you are operating on the right shop.
- Open PrestaKick AI → Connection in the module.
- Check the Connected status.
- If you have just changed the configuration, select Save configuration.
- Open Cron Jobs → Logs and check the last run.
- On the Dashboard, check the status of Healthy, Degraded, Offline or Unknown.
- Try again with an incognito window to exclude old data in the browser.
Module connection error
| Message or symptom | Common cause | What to do |
|---|---|---|
| API connection required | Module not connecting or failing to call API | Open Connection, reconnect and select Save configuration |
| Not connected | OAuth incomplete or disconnected | Choose Connect with PrestaKick, choose the right shop and confirm |
| Connected but Features still reports an error | Unsaved settings, an incorrect URL or no outbound Internet access | Save the settings, check https://api.prestakick.com, then use Test connection |
| Connection failed / Connection test failed | Missing information or inaccessible APIs | Check Module Secret, API Base URL, Shop ID and network connectivity |
| Invalid API Base URL format | The URL is malformed |
Do not submit Module Secrets or API Keys in support requests.
OAuth Error
| Message | What to do |
|---|---|
| Invalid connection request | Close the current page and start again from Connect with PrestaKick in the module |
| OAuth connection token has expired | Start again from the module; the old link has expired |
| OAuth connection token has already been used | Do not reopen the old link; start a new connection flow |
| Shop is already connected to another PrestaShop URL | Check old and new URLs before choosing to reconnect |
| Only the shop owner can connect this shop | Log in with an owner account or ask the owner to do it |
| No unconnected shops | Create a shop or reconnect an existing shop if that is what you intend to do |
Open only one OAuth process at a time.
Offline module or synchronization lacks data
| Phenomenon | How to handle |
|---|---|
| Module reports Offline | Check that the module is enabled, cron is running and the server has Internet access |
| Module reports Degraded | Open Cron Jobs → Logs, check repeated errors and the queue, then monitor whether the status recovers |
| Module reports Unknown after a new connection | Wait a few minutes and run cron once |
| Old or missing Dashboard data | Check the module status and open the Data sync to request a resync |
| Manual sync is rate limited to once per hour per entity type | Wait for the time limit to expire before running the data type again |
| Synchronization job reports Failed | Open the details, resolve the cause, then run the job again |
| Unauthorized: Invalid or missing API Key | Check the Store API Key, select Save configuration, or reconnect using OAuth |
| Unauthorized: invalid or missing cron token. | Copy cron tokens from and update on hosting |
Widget not showing up
Check in this order:
- Show Widget enabled, or the test IP is in the Preview IPs.
- You selected Save configuration.
- The current domain name is in the Allowed storefront domains.
- The module is not in Offline state.
- The browser is not using old JavaScript; try a hard refresh or an incognito window.
- If the test is on the phone, Show on Mobile is on.
| Message | What to do |
|---|---|
| Widget origin is not allowed for this shop | The owner adds the correct domain name at Settings → Domains & Access, then selects Save rules |
| Invalid widget key | Reconnect OAuth or update a new Widget Key in your current configuration |
| Failed to save widget configuration | Check the connection, permissions and plan limits, then save again |
| Upgrade to Starter or higher to allow image uploads | Upgrade to Starter or higher, or turn off Allow image uploads |
Chat and AI assistants
| Message or symptom | What to do |
|---|---|
| Chat opens but AI does not answer | Check quotas, module status, synchronized data and service notifications |
| You are sending messages too fast... | Wait a few seconds and then resubmit |
| AI credits have been exhausted | Owners buy more credits, upgrade their plan, or wait for a new limit |
| Too many requests. Please try again later | Wait and try again; if it happens frequently with real traffic, contact support |
| Service is temporarily unavailable | Try again later; agents can take over conversations if Chat Inbox is still active |
| The assistant gives a generic answer | Check product descriptions, policy pages, synchronization and Assistant instructions |
| Message could not be sent. | Check the connection and try again |
| Could not send the image. | Check the image format, file size and whether the plan allows image uploads |
Login and security
| Message | What to do |
|---|---|
| Invalid credentials | Check the email, password and Caps Lock; use Forgot password if needed |
| Account is not verified | Open a verification email or request a link resend |
| Account is suspended or locked | Contact support via official channels |
| TOTP code is required | Enter a six-digit code from an authenticator app |
| TOTP code is invalid | Wait for a new code and check that your phone sets its time automatically |
| Refresh token has expired | Log back in to the Dashboard |
| Incomplete sensitive operation | Check your role and complete re-authentication |
| You need an active shop membership... | Check your selected shop and membership status |
If you lose your authentication device, use an unused recovery code. Do not send TOTP or recovery codes to others.
Plans and limits
| Message | What to do |
|---|---|
| Image search is not available on the current plan | Upgrade to Starter or higher, or turn off the feature |
| Recommendations are not available on the current plan | Upgrade to Launch or higher, or turn off recommendations |
| The monthly recommendation request quota has been reached | Wait for the next quota period or upgrade the plan |
| Current usage exceeds the selected plan limits | Reduce your usage below the limit or choose a different plan |
| Your current plan does not allow connecting another shop | Upgrade your plan or use a shop within your current limits |
| Image storage quota exceeded | Delete unnecessary data if there is a suitable option, or upgrade the plan |
When you need to contact support
Preparation:
- Shop name and website domain name.
- Full screenshot of the error message.
- The time of occurrence, with the time zone.
- Steps just taken.
- Whether the error affects everyone or only one account, device or IP address.
- The relevant record in Cron Jobs → Logs, if applicable.
Do not send passwords, TOTP codes, recovery codes, Module Secrets, API Keys, Widget Keys, or cron tokens.