Troubleshooting
Troubleshooting
Common issues and how to resolve them. Start here if something isn't working as expected.
If something isn't behaving as expected, you're in the right place. Most issues fall into one of two categories.
Common issue areas
Scan issues
Problems with scans not completing, scores that look wrong, or results that seem unexpected.
Connector issues
Problems with your Shopify connection, language settings, Order Pulse, or AI Product Feeds.
Quick checks
Before digging in, try these first:
- Refresh the page — the dashboard uses real-time data. A refresh resolves most display glitches.
- Check your plan — some features are tier-gated. If a feature isn't showing, confirm your plan includes it in Plans & Pricing.
- Trigger a new scan — if results look stale or unexpected, a fresh scan often resolves it.
- Check the setup page — go to Sites → your store → Setup and confirm the relevant feature is toggled on.
Still stuck?
If you can't find the answer here, contact us at getcassian.com/contact. Include your store URL and a description of what you're seeing.