Troubleshooting and FAQ

Fixes for missing products, design changes that don't show, plan limits and common messages, plus answers to the questions merchants ask most.

Start here when something in your app doesn’t look right. If your question isn’t answered, contact us.

A product is missing from my app

Check that the product:

is Active in Shopify,
is included in the eBazoo sales channel (in Shopify admin, select it under Products, then Include in sales channels),
has at least one image and a variant for sale.

Changes in Shopify reach eBazoo automatically. If something still looks out of date, open Products & Collections and click Sync now. App Orders → Check product issues lists products that can’t be shown or bought in the app.

My design changes don’t show in the app

Changes in Design Studio, Navigation and Campaigns are saved to a draft first. Your customers see them only after you publish:

In Design Studio, click Publish.
Close and reopen the app. Installed apps load the new design the next time they open.

No App Store or Google Play review is needed. Overview reminds you when you have unpublished changes.

Do I need a new store release?

Only for changes to the app itself: a new icon or app name, new native features or permissions, and eBazoo app updates. We prepare and submit those for you. Designs, navigation, campaigns and translations don’t need a release. See Publish your app to the App Store and Google Play.

Are prices and stock up to date in the app?

Yes. Prices, stock and availability always come live from Shopify, and checkout runs on Shopify’s secure checkout.

Messages you might see

Message	What it means and what to do
This draft was changed in another window	Someone else, or the AI assistant, changed the same draft. Choose Reload to see their changes or Keep my edits.
Fix these before saving	Some fields need correcting. Fix the ones listed and Publish turns back on.
Monthly … allowance reached	You’ve used this month’s AI credits or push sends. They reset at the start of each month, or you can upgrade your plan.
Your plan allows N live campaign(s). Pause one or upgrade.	Pause or end a live campaign, or upgrade your plan.
Your theme library is full (10 themes). Delete a theme to add another.	Delete a theme you no longer need in Theme Library.
Pause or end a live campaign before deleting it.	Pause the campaign first, then delete it.
The last generation failed	The AI App Generator couldn’t finish, and your credits were returned. See what to do.

Plan limits

Some features and allowances depend on your plan:

	Basic	Growth	Scale	Enterprise
AI credits a month	50	100	400	2,000
Push sends a month	10,000	25,000	150,000	1,000,000
Live campaigns	1	2	10	50

AI credits reset on the 1st of each month. When you reach an allowance, that feature pauses until next month or until you upgrade. We never move you to a higher plan automatically.

A badge such as “Scale plan” on a section or feature means it’s included from that plan up. See Plans and billing.

Push notifications say “Being set up by eBazoo”

We’re connecting push delivery for your app. You can write pushes and save them as drafts, and send them once Setup says Ready. If it says Needs attention, contact us and we’ll reconnect it. See Send push notifications.

My app order doesn’t appear in App Orders

Only orders placed through your mobile app appear. Orders usually show within moments of checkout. Click Sync app orders on the App Orders page to check now.

The store code doesn’t work in eBazoo Live

Store codes last 7 days. Open Overview for the current code. See Preview your app with eBazoo Live.

Can I pause my app?

Yes. Under Publishing → Maintenance, turn on the maintenance message to show it instead of your shop. It takes effect the next time the app loads, with no store review.

Still stuck?

Open Help & Support in Mobile App Builder and click Contact support. Tell us which page you were on, what you expected and what happened. See Contact the eBazoo team.