Common errors and solutions

This guide covers the most common issues you might encounter when using ConvertMate, along with practical solutions to get you back on track.

Agent execution errors

Insufficient credits

What it means: You don't have enough credits in your account to run the agent. How to fix it:

1. Check your credit balance in the top navigation bar
2. If you're close to your renewal date, wait for your monthly credits to renew
3. If you need credits now, purchase a credit package from Settings → Plan & billing
4. Consider upgrading to a higher plan if you consistently run out of credits

Learn more about credits

Agent timeout

What it means: The agent took too long to complete and the system stopped it automatically to prevent indefinite processing. How to fix it:

1. Reduce the scope of what you're asking the agent to do. If you're processing 500 products, try 50 first
2. Try running during off-peak hours (early morning or late evening in your timezone)
3. Check your internet connection to ensure it's stable
4. If the problem persists, contact support@convertmate.io with the execution ID

Missing required fields

What it means: The agent needs specific information before it can run, and you haven't provided it yet. How to fix it:

1. Look for fields marked with an asterisk (*) in the agent settings
2. Fill in all required information
3. Make sure any required platform connections are active (Settings → Connections)
4. Save the settings before trying to run the agent again

Platform connection required

What it means: The agent needs access to a platform you haven't connected yet. How to fix it:

1. Check which platforms the agent requires (shown in the agent details)
2. Go to Settings → Connections
3. Connect the required platform (Shopify, Google Search Console, etc.)
4. Wait for the initial sync to complete
5. Try running the agent again

Platform connection errors

Connection lost

What it means: Your previously connected platform is no longer accessible to ConvertMate. Why this happens:

• You changed your password on the platform
• You revoked ConvertMate's permissions
• The OAuth token expired
• The platform had maintenance or downtime

How to fix it:

1. Go to Settings → Connections
2. Find the disconnected platform (usually marked with a warning icon)
3. Click Reconnect
4. Go through the authorization process again
5. Verify the connection shows as active

Invalid API key

What it means: For platforms that use API keys (like WooCommerce), the key you entered isn't working. How to fix it:

1. Log in to your platform's admin panel
2. Generate a new API key (check the platform's documentation for instructions)
3. Copy the new key
4. Go to Settings → Connections in ConvertMate
5. Find your platform and click Edit
6. Paste the new API key
7. Click Test connection to verify it works

Permission denied

What it means: ConvertMate doesn't have the permissions it needs to access your platform data. How to fix it:

1. Log in to your platform (Shopify, Google, etc.)
2. Go to app permissions or connected applications settings
3. Find ConvertMate in the list
4. Review the permissions and grant any that are missing
5. If permissions were revoked, you'll need to reconnect the platform entirely
6. Go to Settings → Connections in ConvertMate and reconnect

Login and account errors

Invalid credentials

What it means: Your email address or password isn't correct. How to fix it:

1. Double-check your email address for typos
2. Make sure Caps Lock isn't turned on when typing your password
3. If you're sure it's correct but still can't log in, click Forgot password
4. Check your email for the password reset link (look in spam/junk if you don't see it)
5. Create a new password and try logging in again

Account locked

What it means: Too many failed login attempts triggered a security lock on your account. How to fix it:

1. Wait 15 minutes before trying to log in again
2. Use the Forgot password link to reset your password, which will unlock your account
3. If your account is still locked after an hour, contact support@convertmate.io

Email not verified

What it means: You created an account but haven't clicked the verification link we sent you. How to fix it:

1. Check your email inbox for a message from ConvertMate
2. Look in spam or junk folders if you don't see it
3. Click the verification link in the email
4. If the email is old or the link expired, log in to see a prompt to resend the verification email
5. Still can't find it? Contact support@convertmate.io and we'll verify your account manually

Data sync errors

Sync failed

What it means: ConvertMate tried to sync data from your platform but encountered an error. Common causes:

• Platform was temporarily down
• Internet connection interrupted
• API rate limits exceeded
• Platform credentials changed

How to fix it:

1. Check that your platform is online and accessible (try visiting it in a browser)
2. Verify your internet connection is stable
3. Go to Settings → Connections
4. Click Retry sync next to the affected platform
5. If sync fails repeatedly, disconnect and reconnect the platform
6. Contact support@convertmate.io if the problem continues

Duplicate products

What it means: The same product appears multiple times in ConvertMate. Why this happens: Usually a temporary sync issue where the system didn't properly match existing products with updated data. How to fix it:

1. Go to Settings → Connections
2. Find your e-commerce platform connection
3. Click Full resync to rebuild your product database from scratch
4. This process takes 10-15 minutes for most stores
5. If duplicates persist after resync, contact support@convertmate.io

Performance issues

Page loading slowly

What it means: ConvertMate pages take a long time to load or feel sluggish. How to fix it:

1. Check your internet connection speed
2. Clear your browser cache and cookies
3. Try a different browser (Chrome, Firefox, Safari, Edge)
4. Disable browser extensions temporarily to see if one is causing the issue
5. Close other tabs and applications that might be using bandwidth
6. If the problem affects everyone on your team, check our status updates or contact support

Agent results not appearing

What it means: An agent says it completed, but you can't see the output. How to fix it:

1. Refresh the page (press F5 on Windows or Cmd+R on Mac)
2. Check your notifications bell for completion messages
3. Go to AI Agents → Past executions to see if the execution shows up there
4. Clear your browser cache if results still don't appear
5. Try logging out and back in
6. Contact support@convertmate.io if the execution shows as completed but has no visible output

Billing errors

Payment failed

What it means: We tried to charge your payment method but it was declined. Common causes:

• Insufficient funds
• Expired credit card
• Bank fraud protection
• Incorrect billing address

How to fix it:

1. Go to Settings → Plan & billing
2. Check that your payment method details are correct
3. Update expired cards or change to a different payment method
4. Contact your bank to ensure they're not blocking the charge
5. Try the payment again
6. If it still fails, email support@convertmate.io

Credits not added after purchase

What it means: You bought a credit package but don't see the credits in your account. How to fix it:

1. Check your email for a purchase confirmation
2. Refresh the page and check your credit balance again (top navigation)
3. Wait up to 5 minutes for processing
4. Check Settings → Credit usage to see if the purchase appears in your history
5. If credits still don't appear after 10 minutes, email support@convertmate.io with your order confirmation number

Still need help?

If your issue isn't covered here:

Use the chat widget - Click the chat icon in the bottom-right corner to get instant help from our AI assistant. Email support - Send details to support@convertmate.io. Include:

• Exact error message (copy and paste if possible)
• Steps to reproduce the problem
• What browser you're using
• Screenshots if applicable
• Your account email address

Check for known issues - Major outages or platform-wide problems are communicated through email and in-app notifications.

We typically respond to support emails within 24 hours on weekdays.