Troubleshooting
Fixes for common RankX AI Shopify app problems, from empty screens and plans to checks, writes and images.
Most problems in the RankX AI Shopify app come from one of three things: a store setting, a check that has not finished yet, or a temporary read failure. Start with the symptom below. If you have an exact message on screen, search for it in Error messages.
The app will not open or shows a blank page
| What you see | Likely cause | Fix |
|---|---|---|
| "Open RankX AI from your Shopify admin." | You opened the address directly | Open the app from Apps in your Shopify admin |
| "Your session ended. Reload the app." | The Shopify session expired | Reload the page |
| "This page did not load" | One page failed. Your store and your changes are safe | Select Reload |
| "A new version is ready" | The app was updated while open | Select Reload |
| A spinner that never ends | A slow network or a browser extension | Reload, then try a private window |
Why does Products say nothing is ready, or show no products?
- "Your store has no active products yet" means the check found no products with status Active. Add or activate products, then select Check again. Drafts and archived products are not read.
- "We are checking your products now" means the check is running. It usually takes about a minute.
- "Your last product check did not finish" means the check stopped. Select Check again.
- A store password or missing policies appear under Fix your store settings first. These are settings on your store. Remove the password under Online Store › Preferences, and fill in your terms of service, privacy and refund policies under Settings › Policies. See Search visibility and sales channels.
Why did my fix not change the count?
The counts on Products update at the next product check. The product's own page shows Looks fixed straight away, and the next check confirms it. To refresh sooner, select Check again, which you can do once an hour.
A row that shows Saved, not yet confirmed means the change was sent but the app could not read the new value back. Open the product in Shopify to look at the field before you change it again.
Why is a button greyed out?
The reason sits next to the control. The usual ones are:
- A paid feature on Free: choose a plan under Plans and billing.
- A limit: "You are using all 25 questions on Starter." Pause a question, or change plan.
- A paused plan: Shopify has paused your plan because of a billing issue. Resolve it in your Shopify admin.
- No price: "The price could not be read just now." Reload the page.
I chose a plan but the app still shows the old one
Home shows Confirming your plan while Shopify confirms the charge. If it does not change, reload the page after a minute. The app also checks with Shopify every few minutes, so you do not need to do anything else.
My AI search results are empty
| Symptom | Why | What to do |
|---|---|---|
| "Not checked yet" | The question has not had a check | Wait for its schedule, or select Check now |
| "Checking…" | Answers are still arriving | Wait a few minutes. They appear as each one finishes |
| "Not enough checks yet" | A rate needs 10 checks of a question | Keep checking; this fills in over time |
| The Competitors tab is empty | Totals are counted overnight | Look again the next day |
| "None shown" or "No products shown in {n} checks" | The answers showed no products for that question | Try category and product questions, which show products more often than brand questions. See ChatGPT and Google AI Mode checks |
| "Couldn't check · not charged" | The check failed and the credits went back | Nothing to do; it runs again on schedule |
If Google AI Mode shows nothing in your market, see Google AI Mode markets.
Scheduled checks stopped
Scheduled checks stop when your credits run out, and the line on Shopper questions says so: "Scheduled checks are paused because your credits ran out." They start again by themselves when your next credits arrive. To stop this happening, open Settings, read the forecast under How often we check your questions, and choose a slower schedule or pause some questions.
My credits went down faster than I expected
Each place a question is checked costs credits, whether or not products are shown, and scheduled checks run without a click. Setup starts you on Every week, which fits every plan, and a faster schedule uses more: 23 questions on three assistants and two shopping results every 3 days come to about 5,750 credits a month. Settings shows your forecast. See Credits.
An AI suggestion was thrown away
The writer's output is checked before you see it. A suggestion that is too long, repeats what is there, or makes a claim about price, stock, delivery or returns is discarded, and you are not charged. Select the button again, or type your own text.
My article did not finish
The Blog page shows a card with the reason. If nothing was delivered, nothing is charged. When "The research found no sources good enough" appears, try a more specific topic. If you started several articles, later ones wait with "Starts when the article before it is written."
An image was not kept
The studio compares each photo with your product and does not keep one that changes it. You are not charged for it. Try a different shot, or tick other photos under Photos the studio studies. Clear, even light works best.
Search Console will not connect
- "One more permission is needed": tick the Search Console box on Google's screen. Select Give permission in Google.
- No sites are listed: add your store to Search Console with the same Google account, or select Use a different Google account.
- The data looks late: Search Console reports about two days behind.
See Connect Google Search Console.
Extra product info shows as off
The embed is switched on in your theme, not in the app. Select Turn on in the theme editor, switch on RankX AI under App embeds, then save. Then select Check theme again. See Rich results, llms.txt and agents.md.
What to do next
- Error messages, every message by area
- Frequently asked questions
- Still stuck? Email support@rankxai.com with your store address and what you see
Questions
Why does the app say my store is password-protected?
Your Online Store has a password, so AI assistants and search engines cannot read it. Remove it under Online Store, Preferences in your Shopify admin. Shopify sets a password while a store is being built.
Why are my results still empty after choosing a plan?
First checks take a few minutes and arrive one by one. Rates and the Competitors tab are counted overnight, and a rate appears once a question has 10 checks.
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