Troubleshooting

Solutions to common issues with the ecomVance Shopify plugin. Can’t find your answer? Contact hello@ecomvance.ai for personalized support.

Connection Issues

”Create Your ecomVance Account” Shows After Connection

Symptoms:

• Plugin shows signup prompt even though you have an account
• Email not recognized
• Status shows “Not Connected”

Cause: The plugin credentials need to be refreshed or the connection was not completed properly.

Solution:

Step-by-step fix:
       │
       ▼
┌─────────────────────────────────────────────────────────────────────────────┐
│                                                                             │
│   1. Go to app.ecomvance.ai                                                 │
│      │                                                                      │
│      ▼                                                                      │
│   2. Navigate to Settings → Integrations                                    │
│      │                                                                      │
│      ▼                                                                      │
│   3. Find your Shopify store → Click "Disconnect"                          │
│      │                                                                      │
│      ▼                                                                      │
│   4. Click "Connect" again to generate new credentials                      │
│      │                                                                      │
│      ▼                                                                      │
│   5. If still not working, reinstall the Shopify plugin                     │
│                                                                             │
└─────────────────────────────────────────────────────────────────────────────┘

“Invalid Credentials” Error

Symptoms:

• Error code: 401 UNAUTHORIZED
• “API key or secret is invalid” message
• Tools don’t work

Cause: API keys have been regenerated, expired, or are corrupted.

Solution:

1. Uninstall the ecomVance app from Shopify
2. Go to ecomVance Dashboard → Settings → Integrations
3. Click Regenerate Keys for your store
4. Reinstall the app from Shopify App Store
5. Complete the connection flow

”User Not Linked” Error

Symptoms:

• Error code: 403 FORBIDDEN
• Store appears but no user connected
• “User not linked to store” message

Cause: The Shopify store exists in our system but isn’t associated with an ecomVance user account.

Solution:

1. Log in to your ecomVance account at app.ecomvance.ai 
2. Go to Settings → Integrations
3. Click Connect Shopify Store
4. Enter your store domain
5. Complete the authorization flow

”Store Already Connected to Another Account”

Symptoms:

• Cannot connect store
• “This store is already connected” error

Cause: The Shopify store is linked to a different ecomVance account.

Solution:

Option A: Use the existing account
       │
       └── Login to the account that originally connected the store

Option B: Transfer the store
       │
       ├── 1. Login to the original ecomVance account
       ├── 2. Go to Settings → Integrations
       ├── 3. Disconnect the store
       ├── 4. Logout and login to your desired account
       └── 5. Connect the store to the new account

Connection Timeout

Symptoms:

• “Request timed out” error
• Connection process doesn’t complete
• Spinning loader indefinitely

Causes:

• Network issues
• Server temporarily overloaded
• Browser extension blocking

Solution:

1. Wait 30 seconds and try again
2. Check your internet connection
3. Try a different browser
4. Disable ad blockers/VPN temporarily
5. Contact support if persistent

Credit Issues

Credits Not Showing

Symptoms:

• Credit balance shows 0
• “Unable to fetch credits” message
• Credits in dashboard but not in plugin

Cause: Sync delay or connection issue between plugin and ecomVance servers.

Solution:

1. Refresh the Shopify page (Ctrl/Cmd + R)
2. Check your credit balance at app.ecomvance.ai 
3. If credits exist in dashboard but not in plugin:
   • Disconnect and reconnect the store
   • Wait 5 minutes for sync

”Insufficient Credits” Error

Symptoms:

• Error code: 402 PAYMENT_REQUIRED
• “Not enough credits” message
• Generation doesn’t start

Cause: Your account balance is too low for the requested generation.

Solution:

”Trial Expired” Error

Symptoms:

• Error code: 403 FORBIDDEN
• “Trial period has ended” message
• Tools no longer accessible

Cause: Your 14-day free trial has ended.

Solution:

1. Visit app.ecomvance.ai/pricing 
2. Choose a subscription plan:
   • Starter: $49/month (3,000 credits)
   • Business: $199/month (15,000 credits)
   • Enterprise: $599/month (50,000 credits)
3. Or purchase a one-time credit package
4. Credits are available immediately after purchase

Credits Used But Generation Failed

Symptoms:

• Credits deducted
• No output generated
• Error message after processing

Cause: Server error during generation.

Solution:

Credit Restoration Process:
       │
       ▼
┌─────────────────────────────────────────────────────────────────────────────┐
│                                                                             │
│   When a generation fails:                                                  │
│                                                                             │
│   • Credits are only consumed for successful completions                    │
│   • For ecomVance platform errors, credits MAY be restored                  │
│     at ecomVance's sole discretion                                          │
│   • Third-party AI provider errors are NOT eligible for restoration         │
│                                                                             │
│   If you believe credits were incorrectly deducted:                         │
│   → Contact hello@ecomvance.ai with generation ID                           │
│                                                                             │
└─────────────────────────────────────────────────────────────────────────────┘

Generation Issues

Generation Not Starting

Symptoms:

• Button click does nothing
• No progress indicator
• Stuck on “Preparing…”

Possible Causes:

• Network connectivity
• Browser issues
• Missing required fields

Solution:

1. Check internet connection
2. Refresh the page
3. Ensure all required fields are filled
4. Try a different browser
5. Clear browser cache

Generation Takes Too Long

Symptoms:

• Progress stuck at certain percentage
• “Still processing…” for extended time
• Timeout errors

Expected Processing Times:

If exceeding normal time:

1. Wait - some complex images take longer
2. Check if there’s a server status issue
3. Try with a simpler/smaller image
4. Contact support if consistently slow

Poor Quality Output

Symptoms:

• Results don’t match expectations
• Artifacts or distortions
• Missing elements

Common Causes & Solutions:

Tips for Better Results:

Image Input Checklist:
□ Resolution at least 1000px on shortest side
□ Good lighting, no harsh shadows
□ Product clearly visible
□ Clean, simple background (for best removal)

Prompt Writing Tips:
□ Be specific: "red price tag in top right" not "remove tag"
□ Include context: material, size, style
□ Mention camera/lighting for video: "soft studio lighting"
□ Specify platform for descriptions: "Amazon listing style"

“Invalid Image Format” Error

Symptoms:

• Upload rejected
• Format not supported message

Supported Formats:

• ✅ PNG
• ✅ JPG/JPEG
• ✅ WEBP
• ❌ GIF (not supported)
• ❌ BMP (not supported)
• ❌ TIFF (not supported)

File Size Limits:

• Maximum: 10MB
• Recommended: Under 5MB for faster processing

Solution:

1. Convert image to PNG, JPG, or WEBP
2. Compress if over 10MB
3. Use image optimization tools like TinyPNG

Plugin Issues

Plugin Missing from Shopify Admin

Symptoms:

• ecomVance not in Apps menu
• App not visible anywhere
• “App not found” error

Solution:

1. Go to Shopify Admin → Apps
2. Click Manage apps
3. Check Installed apps list
4. If not found, reinstall from Shopify App Store 

Plugin Section Missing on Product Page

Symptoms:

• ecomVance block not appearing
• “More actions” doesn’t show ecomVance option

Cause: Theme compatibility or app embed not enabled.

Solution for Online Store 2.0 Themes:

1. Go to Online Store → Themes
2. Click Customize
3. Navigate to a product page
4. Click Add section or Add block
5. Find ecomVance under Apps
6. Add and save

Solution for Legacy Themes:

1. Access ecomVance through Apps → ecomVance instead
2. Select product from within the app

Plugin Shows Old Data

Symptoms:

• Stale credit balance
• Outdated store info
• Changes not reflecting

Solution:

1. Hard refresh: Ctrl/Cmd + Shift + R
2. Clear browser cache for Shopify domain
3. Log out and log back into Shopify
4. If persistent, disconnect and reconnect store

Plugin Loads Slowly

Symptoms:

• Long loading times
• Spinner for extended periods
• Partial content loading

Possible Causes:

• Slow internet connection
• Browser extensions interfering
• Too many open tabs

Solution:

1. Check internet speed
2. Disable browser extensions temporarily
3. Use incognito/private mode
4. Try a different browser
5. Close unnecessary tabs

Error Codes Reference

HTTP Status Codes

Error Messages

Security & Data

API Key Compromised

If you suspect your API credentials have been compromised:

Emergency Steps:
       │
       ▼
┌─────────────────────────────────────────────────────────────────────────────┐
│                                                                             │
│   1. Go to ecomVance Dashboard immediately                                  │
│      │                                                                      │
│      ▼                                                                      │
│   2. Settings → Integrations → Your Store                                   │
│      │                                                                      │
│      ▼                                                                      │
│   3. Click "Regenerate Keys" (old keys immediately invalid)                 │
│      │                                                                      │
│      ▼                                                                      │
│   4. Reinstall Shopify plugin with new credentials                          │
│      │                                                                      │
│      ▼                                                                      │
│   5. Contact hello@ecomvance.ai to report the incident                      │
│                                                                             │
└─────────────────────────────────────────────────────────────────────────────┘

Data Deletion Request

If you need your data deleted:

1. Uninstall the ecomVance app from Shopify
2. Within 48 hours, Shopify sends GDPR deletion request
3. We automatically delete:
   • All generation history
   • All purchase records
   • Store credentials
   • Personal information
4. Audit trail maintained for compliance

Getting Help

Before Contacting Support

Please gather:

• Your store domain (e.g., my-store.myshopify.com)
• Screenshot of the error
• Steps to reproduce the issue
• Browser and device information
• Generation ID (if applicable)

Contact Methods

Reporting Bugs

When reporting a bug, include:

Bug Report Template:

1. What were you trying to do?
   [Your answer]

2. What happened instead?
   [Your answer]

3. Steps to reproduce:
   1. [Step 1]
   2. [Step 2]
   3. [Step 3]

4. Store domain:
   [your-store.myshopify.com]

5. Browser/Device:
   [Chrome on Windows 11]

6. Screenshots attached:
   [Yes/No]

Frequently Asked Questions

Can I use the plugin on multiple stores?

Yes! You can connect multiple Shopify stores to one ecomVance account. All stores share the same credit balance.

Do credits expire?

• Plan credits: Reset monthly (or daily during trial)
• Package credits: Never expire

What happens if I uninstall the app?

1. Credentials are invalidated
2. Generation history retained for 30 days
3. After 48 hours, GDPR deletion begins
4. Credits remain in your ecomVance account

Can I transfer my store to another account?

Yes, disconnect from the current account first, then connect to the new account.

Why was I charged but credits not added?

Payment processing can take 1-5 minutes. If credits don’t appear after 10 minutes, contact support with your payment receipt.

Next Steps