FAQ & troubleshooting

The things that most often go wrong, phrased the way you meet them on screen — with the shortest route to a fix.

The connection test fails, or I see “We cannot reach your shop”

Open Settings › Connection in the shop sidebar (Owners only) and press Test connection. The Status card then tells you what is wrong. The four usual causes:

• The address is wrong. The Shop URL must be the shop’s own base address — https://my-shop.example, not a sub-page and not the admin login. If the message mentions a redirect, enter the exact address your shop really uses, including www or its absence.
• The keys are wrong or were revoked. Create a fresh integration in your Shopware admin under Settings → System → Integrations and paste both values again.
• The integration lacks permissions. The message says so: the integration needs read and write access for products, categories and media. In Shopware, “Administrator” also works.
• The shop is offline, slow or behind a filter. A maintenance page, a firewall or an IP allow-list in front of the shop looks exactly like an unreachable shop. Try again in a few minutes.

Two rules that surprise people: after you change the Shop URL or the API access key ID you must re-enter the secret as well (a saved key is never sent to a new address), and saving always resets the status to Not tested until you run a test. If you test many times in a row you get “Too many connection tests. Please wait a minute and try again.” — wait, then continue.

While the connection is broken, syncing and sending content are paused. Full walkthrough: Connect your shop.

“We can no longer read your saved access data”

This appears on the connection page after the platform’s encryption key has been rotated: your credentials are still stored, but they can no longer be decrypted. Nothing else is lost.

Follow the instruction on the page — “Please enter the access key ID and secret again below and save. Everything else stays as it is.” Enter API access key ID and API secret key again, press Save connection, then Test connection. Your products, jobs, templates and credits are untouched. Only an Owner can do this.

The catalog sync is stuck or did not finish

Go to All products in the shop sidebar. What you do depends on what the page says:

• “This sync has stopped responding. Start it again to retry.” — the run lost contact. Press Sync now; the app replaces the dead run with a new one.
• “The last catalog sync did not finish” — read the sentence in the card, fix the cause (usually a connection problem, see above), then Sync now.
• “A sync is already running. Please wait until it has finished.” — nothing is broken. Large catalogs take a while; the counter shows the progress.
• Messages such as “Your shop reported zero products” or “… listed N products but only sent us M” mean the sync deliberately deleted nothing. Check the shop and start another sync in a few minutes.

A stalled sync never damages anything: your existing catalog copy stays as it was. More in Sync your products.

“No suitable AI model available”

The wizard blocks with “This task needs a model that supports ‘…’, but none is available for this shop. Ask your platform administrator to enable a provider and add a matching model.”

This is not something you can fix in your own settings. Tasks need different abilities — writing text, reading images, generating images — and your shop has to be entitled to a provider that offers one. Contact whoever runs the platform, tell them which task you are trying to use, and ask them to enable a matching model. Note that picture-reading tasks such as alt texts deliberately offer only models that can look at images.

A task is missing from the sidebar

Generation tasks are switched on per shop by whoever runs the platform. A task that is not switched on is completely invisible: it has no sidebar entry, its page is not reachable, and its settings do not appear in Configuration. An entire group — Products, Categories or Media — disappears if it contains no enabled task at all.

So a missing entry is never a setting you have overlooked. Ask for the task to be switched on for your shop. The same applies to keyword research, which only appears once the capability is enabled. See The generation modules.

“No languages synced”

The wizard shows this together with “Run a catalog sync first so languages and products are available.” and a Go to products button. Content is always generated for a language that came from your shop, so nothing can be started before the first sync.

Press Go to products, then Sync now, and wait for the progress bar to finish. Then create the job again. If the sync completes but still no languages appear, your Shopware store is not reporting any — check its language settings.

Some items say “Failed”

Open the job page and read the red sentence under the Failed badge. It names the cause, for example that the AI service turned the request away, that it was busy, that a product has no picture for a task that needs one, or that the content did not pass the AI provider’s own rules.

Failed items are never charged. Tick them and press Regenerate selected — for a temporary problem that is usually all it takes. If the message points at your data (“the product has no picture in your shop”), fix that first, sync again, and only then regenerate. If the message points at the platform (“not set up yet”, “account limit reached”, “rejected the key”), no amount of retrying will help — contact whoever runs the platform.

“Not enough credits”

Every refusal names three numbers: what is needed, what is available, and what to do. Read which of the two situations you are in:

• The balance really is too low. Ask whoever runs the platform for a top-up — there is no self-service purchase. Or select fewer items and run the rest later.
• The balance is fine but partly reserved. The message then says so: other runs still have credits reserved. Wait for them to finish, or add credits.

Owners and Managers can see the exact figures under Credits in the shop sidebar. Everything about pricing, reservations and the ledger is in Credits.

My content was rejected in review

The row shows a Rejected badge, and you will have received an email titled “Your content for ‘your shop’ was not approved”. The reason is under Their note in that email and on the request card under Approvals in the shop sidebar — rejecting without a comment is not possible, so there is always a reason to read.

Nothing was deleted. Adjust what the reviewer objected to (the writing style in Configuration, or the prompt in the template), tick the rows, press Regenerate selected, and request approval again once the new version is ready. See Review & approval.

A push failed

The Push column shows Push failed with a sentence explaining why — most often the shop could not be reached, refused the access data, answered too slowly, or the custom field you selected no longer exists there.

Your shop was not changed and you were not charged. Fix the cause (connection problems on Settings › Connection, a missing field in the template), then tick the failed rows again and press Send to my shop…. Details in Sending content to your shop.

“You cannot give yourself permission to push content”

This is deliberate, not a bug. The permission to write into your live shop is never self-granted — otherwise anyone who can manage members could give it to themselves, and the whole separation would be pointless. The message tells you what to do: “Ask an Owner of this shop to do it for you.”

An Owner opens Settings › Members and clicks the badge in your row’s Can push column. Two related refusals work the same way: you cannot change your own role, and Auditors can never be granted push permission at all. See Team & roles.

I cannot see Credits, Configuration, Connection or Members

Those entries are gated by your role in that shop, and a page you may not use is simply absent rather than greyed out. Credits, Configuration and Members need Owner or Manager; Connection needs Owner.

Check your role: open Dashboard in the main sidebar and look at the badge on the shop’s card. If you need more, ask an Owner or Manager to change your role on Settings › Members — you cannot change it yourself.

Quick reference: who can do what

A few more short answers

I cannot sign in although the password is right

Accounts must confirm their email address before the first sign-in. Look for the mail “Please confirm your email address”, including in your spam folder. If you have forgotten the password, use Forgot password? on the sign-in page — there is no way to change a password while signed in.

Can I undo something I sent to my shop?

Not from here. The old text only exists in your own shop’s version history, if it keeps one. That is why the confirmation page states it so bluntly — check with Review before you send.

The comparison shows an old text from my shop

The left column is headed Current shop content (as of last sync) and shows the copy imported at your last catalog sync, not a live reading. Run Sync now on All products and reopen the comparison.

“We have lost contact with the server, so this page may be out of date”

The job page refreshes itself while a run is going; this notice means those refreshes are failing, usually because of your own network. The run itself keeps going on the server. Reload the page once your connection is back.

Only the main language arrived in my shop

You published into a custom field that is not translatable, which can hold only one value for the whole shop. Use the product description or a translatable custom field if you need one text per language — see Sending content to your shop.

How do I delete a shop or my account?

Neither is possible in the interface. Ask whoever runs the platform. Removing yourself from a shop is possible via Settings › Members — but never for the last Owner.