Troubleshooting
This guide helps you resolve common issues and optimize your Lumero experience. For additional support, contact us at hello@lumero.app.
Installation Issues
Widget Not Appearing on Store
Symptoms: Widget doesn't show up on frontend pages
Solutions:
Check Theme Extension
Go to Online Store → Themes → Customize
Look for App Embeds or Theme Settings
Ensure "Lumero App Widget" is enabled
Verify App Installation
Check Apps section in Shopify admin
Ensure Lumero is listed and active
Try uninstalling and reinstalling if needed
Theme Compatibility
Works with all standard Shopify themes
Custom themes may need manual integration
Contact support for theme-specific issues
Product Sync Not Working
Symptoms: No search results or "No products found" messages
Solutions:
Wait for Initial Sync
First sync can take 5-10 minutes
Large catalogs (1000+ products) may take longer
Check dashboard for sync progress
Manual Sync
Go to dashboard → Product Sync section
Click "Sync Products" button
Wait for completion message
Check Product Visibility
Ensure products are published to Online Store channel
Verify products have titles and descriptions
Hidden/draft products won't sync
Permission Errors
Symptoms: "Access denied" or permission-related errors
Solutions:
Reinstall App to refresh permissions
Check Shopify Admin user has proper access
Contact Support if issues persist
Search & Discovery Issues
No Search Results
Troubleshooting Steps:
Verify Product Sync is complete in dashboard
Check search terms - try broader categories
Test with default chips first
Clear browser cache and try again
Search Results Not Relevant
Optimization Steps:
Review Product Data
Ensure products have detailed descriptions
Improve Discovery Chips
Use customer-friendly language
Test with actual customer search terms
Subscription & Billing Issues
Usage Limit Warnings
When You See: "Approaching usage limit" banners
Actions:
Monitor Dashboard usage statistics
Upgrade Plan if consistently hitting limits
Optimize Discovery Chips to reduce unnecessary searches
Trial & Billing Problems
Common Issues:
Trial not activating: Contact Shopify support
Billing errors: Check payment method in Shopify
Plan upgrades: Use dashboard pricing page
Cancellation: Available in dashboard or Shopify billing
Access Blocked Messages
When Service is Blocked:
Check Subscription Status in dashboard
Update Payment Method if needed
Contact Support for billing disputes
Consider Plan Upgrade if over limits
Analytics & Reporting Issues
No Analytics Data
Data Requirements:
24-48 hours for initial data collection
Customer interactions needed for meaningful data
Widget usage must occur for tracking
Solutions:
Test Widget Yourself to generate initial data
Promote Widget to customers
Wait for Customer Usage patterns
Error Messages
"Access Blocked" Error
Resolution:
Check subscription status
Verify payment method
Contact billing support
"Sync Failed" Error
Troubleshooting:
Try Manual Sync from dashboard
Check Shopify API Status
Wait and Retry (temporary API issues)
Contact Support if persistent
"Configuration Error" Messages
Fix Steps:
Save Configuration again in chip admin
Clear Browser Cache
Check for JavaScript Errors in console
Reset to Default Configuration if needed
Getting Additional Help
Contact Information
Email: hello@lumero.app
Response Time: Within 24 hours
Include: Store URL, specific error messages, browser/device info
Emergency Support
For critical issues affecting store operation:
Mark email as "URGENT"
Include store URL and specific impact
Temporarily disable app if causing site issues
Most issues resolve quickly with the right troubleshooting steps. When in doubt, our support team is here to help!
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