Fix common problems

Find your symptom below. Seyaq usually shows the exact cause on your dashboard or on the Connect store page in the sidebar. Each section says where to look and what to do.

First, check whether Seyaq is down#

Open the System status page from the bottom of the dashboard sidebar, or select System status in the website footer. It shows whether Website & dashboard, AI agent access and Catalog sync & visibility reports are working, plus any notice from our team. While a notice is active, it also appears as a banner at the top of every dashboard page.

If the problem is listed there, there is nothing to fix on your side; the notice says what is affected. If every service shows Operational, continue below.

Know your store's status#

On plans with several stores, the Account overview page in the sidebar shows each store's status. Problems also appear under Store issues on your dashboard.

Store stuck connecting#

Open the Connect store page. The exact error of every attempt is listed under Recent syncs. Then check your platform:

Sync failed or out of date#

1. 1

   Find the error under Recent syncs

   Open the Connect store page. Each sync shows Completed or Failed, with the error underneath.

   

   

2. 2

   Fix the cause

   • Salla access revoked: press Re-connect Salla.
   • Seyaq app uninstalled from Shopify: press Re-connect Shopify. Products imported from Shopify are deleted 48 hours after an uninstall; reconnecting brings them back.
   • WooCommerce access key revoked: press Re-connect WooCommerce.
   • Feed unreachable or rows rejected: fix the feed, or the rows the error names, then upload again.
3. 3

   Press Sync products

   Connected stores and feed links start syncing at once, and the page updates by itself. A store that uses file uploads syncs when you upload the file again.

The Store health section of your dashboard shows Last sync. If a store with the Live status hasn't synced for over 48 hours, an alert appears under Store issues.

No report or no audit yet#

Your first audit starts by itself once three things are true: the plan is active, the store has the Live status with synced products, and the audit settings are complete. Daily rechecks and weekly comprehensive audits follow.

• Make sure the first sync has finished. See Sync failed or out of date.
• On the Visibility reports page, press Audit settings. If saving fails, add at least one category and the country, then press Save settings.
• Daily rechecks show Daily check — no separate report. Reports are made only for your first audit and for each weekly comprehensive audit.
• If the latest audit failed, a new one is scheduled automatically.
• Has an audit shown Queued for hours? Contact us.

Report PDF missing#

On the Visibility reports page, a weekly audit shows Rendering… for a few minutes while its report is prepared. Then View and Download PDF appear together. Daily rechecks never have a report of their own. If you see Could not prepare the report, press Retry report; the audit itself is kept. If that fails too, contact us.

Store paused#

• An unpaid invoice pauses every store on the account, and the account owner gets an email. The owner updates the card with Payment method in the Plan and account section of the dashboard. Once the invoice is paid, every store returns to its previous state automatically.
• A cancelled plan pauses the stores on its end date. Nothing is deleted. To continue, see Change, pay for or cancel your plan.
• Paused by our team: contact us.

Only the account owner can see billing. If you are a member, ask the account owner.

Emails not arriving#

• Check your spam folder, and add seyaq.ai to your safe senders.
• Verification code: on the code step, press Didn't get it? Resend the code once the short countdown ends, or Wrong email? to correct the address.
• Alerts and weekly reports: check the two checkboxes on the Notifications page for that store. These emails go to the account owner only.
• Billing, account and security emails are always sent, whatever those checkboxes say.

Store set up for the wrong platform#

Our team can switch a store between Salla, Shopify, WooCommerce and a product feed or file. If the store is connected, disconnect it first; products, reports and keys are kept. Then contact us.

When to contact us#

Write to us about refunds, contract changes, data deletion, security concerns, or anything the steps above don't fix: contact us. Include your store link and the exact message you saw.