Common issues and how to fix them. If your problem isn't here, check the FAQs or contact support.
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.
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:
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.
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.
Generic fallback when the AI service errors. Most common causes:
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.
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.
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.
WhatsApp's Embedded Signup flow is gated to apps registered as a Tech Provider or BSP in Meta. Three paths forward:
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.
Three things to check:
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.
Open the Help chat widget at the bottom-right of the dashboard, or email support@commify.ai with: