If something goes wrong
At a glance
- What you get
- Fix the most common problems yourself and, when needed, get help the fastest way.
- Time
- 5 minutes
- Plan
- All plans
The most common problems
“The data doesn’t appear on my store pages”
Why it happens: the GEO Schema block isn’t active in the published theme, or it’s active in a theme other than the published one.
What to do: go to Catalog audit › Integration & structure and press Check activation. If the status isn’t Active, follow Connect your theme and publish the AI files. Then check with the AI crawler what a bot sees.
“Approved FAQs don’t show in my store”
Why it happens: the GEO FAQ block hasn’t been added to the product page template, or the product isn’t published on the Online Store channel.
What to do: follow “Show FAQs on the product page” in Create product FAQs.
“The Missing permissions box appears”
Why it happens: the installation doesn’t have all the permissions the app asks for today, for example after an app update.
What to do: remove the app and install it again from the Shopify Admin: on the new installation Shopify asks you for the missing permissions. Uninstalling deletes the data saved in the app: you’ll need to redo the first setup.
“An action answers Complete the initial setup (onboarding) before using this feature.”
Why it happens: the first setup hasn’t been completed.
What to do: reopen the app and complete the 5 steps, as in Installation.
“Shopify temporarily limited requests”
Why it happens: your catalog is large and Shopify slows down requests for a moment.
What to do: wait a minute and repeat the action. It’s not a problem with your data.
“The AI service didn’t respond in time”
Why it happens: the AI service had a temporary hiccup.
What to do: press Try again after a few moments. If it happens several times in a row, write to us.
“The generation failed”
Why it happens: it’s not a temporary problem: trying again would give the same result.
What to do: write to support, copying the text you find under Technical details.
“Too many attempts in a short time — please wait a few minutes and try again.”
Why it happens: you repeated the same action many times within a few minutes.
What to do: wait a few minutes and try again.
“I’ve reached the monthly limit”
Why it happens: each plan has a number of simulations, comparisons, generations and rewrites per month.
What to do: counters restart on the first day of the month. If you need more now, see Plans and billing.
“The simulator says the bot was redirected elsewhere”
Why it happens: your store is password-protected or not open yet, so the bot lands on the password page.
What to do: live checks work on a store open to the public. Remove the password when you open your store and run the simulation again.
“The app is in the wrong language”
Why it happens: by default the app uses your Shopify account language.
What to do: go to Settings › App language, choose the language in Interface language and save.
Getting help
You have three ways, all free and included in every plan.
- The chat inside the app. On every page of the app there’s a button to open the support chat. An AI answers and, when needed, your request goes to Francesco at IFG eCommerce, who replies by email.
- The Support page. In Shopify Admin › Apps › IFG GEO Optimizer › Support you find the Frequently asked questions and the Suggest an improvement form: write your message, enter your email in Email (optional) only if you want a reply, and press Send suggestion.
- Email. Write to info@ifgecommerce.com. A person answers, usually within one business day.
What to write for a quick answer
- your store’s address ending in
.myshopify.com; - the app page you were on (for example Catalog audit) and the product, if it’s about a product;
- what you pressed and what you expected;
- the exact message you see, including the “Technical code: …” if there is one;
- if you can, a screenshot.