Troubleshooting

This page gives the solution to common problems.

The chat widget does not show on my store

For a Shopify store, turn on the app embed in your theme. Go to Online Store, then Themes. Click Customize. Open App embeds. Turn on Ernest. Click Save. Refer to Install Ernest on a Shopify store.

For a different website, do two checks:

1. Make sure that the script tag is in the HTML of the page.
2. Make sure that your domain is in the list of allowed domains.

Ernest does not know the answer

Ernest answers from your knowledge sources only. Do these checks:

1. Click Knowledge.
2. Make sure that the status of each source is Up to date.
3. Make sure that a page contains the answer.

If the answer is not in a page, add it. Then add the page as a knowledge source.

My store is not connected to my account

This occurs if you do not complete the account step after the install.

1. Sign in to Ernest in the same browser.
2. Ernest connects your store to your account.

If the dashboard does not show your store, contact support.

Ernest does not cancel an order

Do these checks:

1. Click Settings.
2. Find the Order actions list.
3. Make sure that the mode is not Off.

Ernest cancels an order that you did not send. Ernest cannot cancel an order after you send it.

Ernest stopped answering

You possibly reached the limit of conversations for your plan. Click Settings, then Billing, to see your use.