Troubleshooting Guide

Solutions to common issues you might encounter with Beaconed.

Products Not Syncing

Symptoms

  • Products show as “Pending” for more than 10 minutes
  • Product count doesn’t match Shopify
  • Sync errors appear

Solutions

  1. Wait and Refresh

    • Initial sync can take up to 30 minutes for large catalogs
    • Refresh the page after a few minutes

  2. Check Product Status in Shopify

    • Archived products won’t sync
    • Draft products won’t sync
    • Ensure product is active and published

  3. Reconnect the App

    • Go to Settings > Integrations
    • Click “Reconnect Shopify”
    • Re-authorize permissions

  4. Contact Support

    • If issues persist, contact us via chat
    • Include your shop domain and affected product IDs

Optimizations Not Generating

Symptoms

  • “Generate” button doesn’t respond
  • Optimization stuck in “Processing”
  • Error message appears

Solutions

  1. Check Plan Limits

    • Go to Settings to see remaining optimizations
    • Upgrade if you’ve reached your monthly limit

  2. Verify Product Data

    • Ensure product has a title and at least one image
    • Products with incomplete data may fail

  3. Try Again Later

    • Brief service interruptions are rare but possible
    • Wait 5-10 minutes and retry

  4. Clear Browser Cache

    • Hard refresh: Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
    • Try in an incognito window

Changes Not Appearing in Shopify

Symptoms

  • Pushed changes not visible in Shopify admin
  • Product page still shows old content
  • Push success message but no changes

Solutions

  1. Wait for Propagation

    • Changes can take 1-2 minutes to appear
    • CDN caching may delay storefront updates

  2. Check the Right Product

    • Verify you’re viewing the correct product
    • Changes only apply to the specific product optimized

  3. Clear Shopify Cache

    • In Shopify Admin, go to Online Store > Themes
    • Click Actions > Clear cache

  4. Verify Push Status

    • Check the optimization’s “Push” status
    • Look for any error messages

Revert Not Working

Symptoms

  • Revert button doesn’t respond
  • Original content not restored
  • Error during revert

Solutions

  1. Check if Already Reverted

    • An optimization can only be reverted once
    • Check the status shows “Applied” not “Reverted”

  2. Wait for Completion

    • Revert process takes 10-30 seconds
    • Don’t navigate away during this time

  3. Manual Revert

    • If automated revert fails, you can manually restore
    • View the “Before” content in optimization details
    • Copy and paste into Shopify admin

Login and Access Issues

Symptoms

  • Can’t access Beaconed from Shopify
  • “Not authorized” errors
  • Blank page after login

Solutions

  1. Access Through Shopify

    • Always access Beaconed through Shopify Admin > Apps
    • Direct URL access may not work

  2. Check App Installation

    • Go to Shopify Admin > Apps
    • Verify Beaconed is installed
    • Reinstall if missing

  3. Clear Cookies

    • Clear browser cookies for both Shopify and Beaconed domains
    • Log in to Shopify again

  4. Try a Different Browser

    • Some browser extensions can interfere
    • Test in Chrome, Firefox, or Safari

Team Member Issues

Symptoms

  • Team invite not received
  • Can’t accept invitation
  • Wrong permissions

Solutions

  1. Check Spam Folder

    • Invitation emails sometimes go to spam
    • Search for “beaconed” in all mail folders

  2. Resend Invitation

    • Go to Team > Invitations
    • Click “Resend” next to the member

  3. Verify Email Address

    • Ensure the email is correct
    • Check for typos in the address

  4. Admin Permissions

    • Only account admins can invite team members
    • Contact your admin if you need access

Performance Issues

Symptoms

  • Dashboard loads slowly
  • Pages timing out
  • Delays in optimization

Solutions

  1. Check Your Internet

    • Beaconed requires a stable connection
    • Test with other sites

  2. Disable Browser Extensions

    • Ad blockers can interfere
    • Try disabling extensions temporarily

  3. Use Supported Browsers

    • Chrome, Firefox, Safari, Edge (latest versions)
    • Internet Explorer is not supported

  4. Reduce Open Tabs

    • Multiple Beaconed tabs can cause slowdowns
    • Keep only one tab open

Still Need Help?

If you can’t resolve your issue:

  1. Chat with Us

    • Click the chat icon in the bottom right
    • Available during business hours

  2. Email Support

  3. Check Status Page

    • status.beaconed.ai shows current service status
    • Subscribe for incident updates

When contacting support, please include:

  • Your Shopify store URL
  • Screenshots of any error messages
  • Steps to reproduce the issue
  • What you’ve already tried

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