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This guide covers the most common issues merchants encounter with Egentify and how to resolve them. Work through the steps for your issue. If the problem persists, contact the support team using the details at the bottom of this page.
1

Check your Shopify theme settings

In Shopify Admin, go to Online Store > Themes > Customize. Open App Embeds and confirm the Chat widget toggle is enabled. Save your changes and publish your theme.
2

Check your WooCommerce plugin settings

In WP Admin, open Egentify, scroll to Widget Settings, and confirm Auto Inject Widget is on and the plugin is active. If you recently made changes, clear your site cache. Caching plugins can serve a stale version of your page that doesn’t include the widget.
3

Confirm your store connection

Check that the Egentify app or plugin is still connected and not showing a disconnected state in your admin. A broken connection will prevent the widget from loading.
4

Check your browser console for errors

Open your browser’s developer tools and look for errors mentioning egentify in the Console tab. Copy any errors you find and include them when you contact support.
The AI queries your store in real time, so inaccuracies usually mean the data in your store is outdated. Check that your Shopify or WooCommerce product details and order statuses are correct and up to date.If product search results seem wrong, review your product titles and descriptions. The AI matches against these fields, so they should reflect the terms customers would actually search for.
After updating product or order data in your store, the AI will reflect those changes immediately on the next conversation, with no sync or refresh needed.
Check these in Agent Settings, on the Agent tab:
  1. Allow Instant Refunds in Chat is on.
  2. Maximum order amount is set. Instant refunds stay off until it is, even with the toggle on. This is the most common cause.
  3. The order is within your other limits, meaning order age, refunds per customer per month, and the lifetime cap per customer.
If the AI is creating a ticket instead, the request fell outside one of those limits and needs team approval. Raise the limit or approve the ticket from your dashboard.
Unshipped orders are cancelled rather than refunded, which is a separate toggle. If nothing happens on an unshipped order, check Allow Order Cancellation in Chat and its cancellation window.
1

Confirm voice is switched on

Go to Store Settings > Voice and check that Enable Voice Support is on and saved.
2

Confirm a phone number is assigned

A number must be provisioned before calls can connect. If none is shown, enter an area code and click Get phone number.
3

If you brought your own number, check the SIP trunk

Inbound and outbound calls fail until the trunk is configured exactly as described in the Voice guide, with origination pointed at the SIP address shown in Egentify, the number assigned to the trunk, and the termination URI pasted back into Egentify.
4

Check your plan

Voice is available on the Growth plan and above. It is not available on Free or Starter. Upgrade your plan from the Egentify billing dashboard if needed.
1

Confirm your forwarding rule is active

Log in to your email provider and verify that the forwarding rule for your support address is active and pointing to your Egentify forwarding address. Find your forwarding address under Store Settings > Ticketing.
2

Send a test email

Send a test email to your support address and wait 1–2 minutes for it to appear in your dashboard as a ticket.
3

Check your email provider's forwarding logs

If the test email doesn’t arrive, check your email provider’s forwarding or delivery logs for errors. A misconfigured DNS record or spam filter at your provider can block forwarded messages before they reach Egentify.
Adjust the widget position and offset settings in Configuration > Widget Customization. Increase the horizontal or vertical offset values to move the widget away from other floating elements such as live chat buttons or cookie banners.On Shopify, these offsets are set directly in Theme Editor > App Embeds > Chat widget, using Side offset (px) and Bottom offset (px).
If you’re using a Shopify theme with a sticky cart button or a floating announcement bar, increasing the vertical offset by 60–80px usually clears the overlap.
Shopify: Uninstall the Egentify app in Shopify Admin > Settings > Apps & sales channels, then reinstall it from the Shopify App Store.WooCommerce: In WP Admin > Egentify, click Disconnect, then click Connect to Egentify to go through the OAuth flow again.
Uninstalling the Shopify app cancels your Shopify billing subscription. Use the Egentify billing dashboard to manage your subscription before uninstalling if you plan to reconnect on the same plan.
Go to Store Settings > Ticketing and confirm that Support tickets is turned on. If tickets are being created but not assigned to your team, check the ticket assignment settings on that same tab. See Agent Settings for what each option does.
You can test ticket creation by starting a conversation in the widget and asking for an issue that should trigger escalation, such as a refund request above your threshold.
Check these in order under Store Settings > Integrations:
  1. Only one review provider is enabled. Egentify allows one per store. If you turned a second one on, the save was rejected and neither may be active.
  2. The provider shows Connected, not Not verified. Editing any credential clears verification, and so does a failed re-verify. Click Verify connection again.
  3. Product Search is on under the Agent tab. The agent finds the product before it looks up reviews, so review answers stop working without it.
If some products have stars and others do not, that is usually normal. Ratings are added to the first eight results only, and a missing rating never means zero reviews. On Reviews.io specifically, reviews are matched by SKU, so products without matching SKUs get nothing at all.
During a brief provider outage, Egentify stops calling it for thirty seconds. Stars disappear and the agent says it could not load reviews. Settings still shows a green Connected badge, because that reflects the last check, not live status.
If you have connected ShipStation or Ordoro, cancellations are checked against your warehouse first.The status reads “Channel not verified”. An integration that is switched on but unverified blocks cancellations rather than being ignored, deliberately, because Egentify cannot confirm the order has not shipped. Finish verifying, or switch the integration off.You see “no recent order was found there”. Either the wrong sales channel is mapped, or your orders have not synced into the platform yet. A brand new store with no orders lands here too.It worked yesterday and stopped today. Rotating API credentials, changing the mapped channel, or editing your store URL all clear verification automatically. Click Re-verify.A cancellation was aborted and the order flagged for review. Egentify could not halt the order in your warehouse, so it deliberately did not cancel in your store either. This prevents refunding an order that then ships. Retry once your platform is reachable.
1

Wait five minutes

Events are delivered on a five-minute cycle, not instantly. Check again before troubleshooting further.
2

Check the connection status

Go to Store Settings > Integrations. If the card reads Connection lost or Reconnect needed, click Reconnect. Nothing emails you when a connection drops, so this is worth checking first.
3

Confirm the integration is not paused

A connected integration that has been toggled off keeps its connection but stops sending. The card says Paused when this is the case.
4

Check whether the customer was signed in

Omnisend only receives events for verified, signed-in customers, never anonymous visitors. Klaviyo receives anonymous events only if your storefront runs Klaviyo’s own onsite tracking script.

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Contact support

If none of the steps above resolve your issue, contact the Egentify support team directly. When you reach out, include your project ID (found in Store Settings > General) and a description of the issue. That helps the team investigate faster.

Contact us

Send us a message through the contact form on our website.

Email support

Email us at support@egentify.com. We typically reply within 1 business day.