Troubleshooting the AI Assistant
Causes and fixes for the Assistant problems creators report most: running out of AI credits, credits used by plain questions, replies that stop with an error, changes that did not happen and requests the Assistant declines.
This page collects the problems creators report most often with the AI Assistant and AI credits, each with its cause and the steps that fix it.
The Assistant says I am out of AI credits
The message You're out of AI credits. Top up or change your plan to keep using AI. appears when both pools are empty: the monthly allowance of your plan and any extra credits you bought. Only AI actions stop. Your products, checkouts, client access, emails and automations keep working.
- Open Settings → Usage (
/settings/usage) and look at the AI credits section. Monthly allowance shows Resets [date]: on that day the allowance is full again without any action from you. - To continue today, click Buy credits in the chat or on the Usage tab, pick a pack in the Buy AI credits window and pay. Credit packs are available on a paid plan, to the workspace Owner.
- On a free trial there are no packs: the AI credits row in Settings → Billing (
/settings/billing) reads Available on paid plans. Choose a plan first. - If you run out every month, Change plan opens Settings → Billing, where a higher plan brings a larger monthly allowance.
How the two pools work: AI credits. Buying a pack step by step: Buy AI credits, transcription minutes and storage.
My credits go down even when I only ask questions
Every message you send to the Assistant uses credits, not only the ones that create or change something. A plain question, a screenshot the Assistant reads and a reply in which it only asks you something back all count. There is no fixed price per message: the cost follows the amount of work, so a short answer takes little and a generated page or image takes much more.
- Watch the number with the lightning icon next to the send button. It updates after each reply, so you see what a request took.
- Ask for the whole task in one message instead of several corrections, and attach a screenshot only when the Assistant needs to see something.
- Voice dictation uses credits while you speak. To stop that, open Assistant settings, go to Preferences and turn off Voice dictation (Personalize the Assistant).
A reply that fails before the Assistant produces any answer is not charged. If you think credits were taken for work that was not done, report the conversation with the flag button so the team can review it: Report a problem from the chat.
A reply stopped with an error
The note under the reply tells you what state your account is in, so read it before you ask again.
| What you see | Meaning | What to do |
|---|---|---|
| This reply didn't complete because of an error. Nothing was changed. Ask again to continue. | The reply broke off before the Assistant changed anything. | Send the request again. |
| This reply stopped on an error after: [steps]. The rest of your request was not done - tell me what to finish. | The listed steps were done, the rest was not. | Ask only for the part that is missing, so the finished steps are not repeated. |
| The assistant is busy right now. Please try again in a moment. | The Assistant received too many requests in a short time. | Click Retry; it sends your last message again. |
| The assistant is still replying in this conversation. Wait for the current answer to finish, then send again. | You sent a message while the previous reply was still running. | Wait for the reply to end, or stop it with the square Stop button, then send again. |
| The AI is temporarily unavailable - our team has been notified. Please try again shortly. | A temporary outage on the AI side. | Wait a few minutes and try again. Everything outside AI keeps working. |
| Failed to send message. Please try again. | The message was not delivered, or the Assistant returned no answer. | Click Retry, or send the message again. |
If the same request fails several times in a row, report the conversation with the flag button in the full-page chat (/assistant).
The Assistant said it made a change, but I do not see it
Anything your customers would notice, such as publishing a checkout or changing a price, is not done on the Assistant's word alone. It waits on a card titled Action requires your approval, and nothing changes until you decide.
- Scroll up in the conversation to the last card and read its status. Approve and Reject buttons mean it is still waiting for you: click Approve.
- Execution failed means you approved, but the change could not be made. The card gives the reason in plain words, for example No payment gateway is connected. Fix the cause and ask again.
- Expired means the card is no longer valid. Ask the Assistant to prepare the action again.
- For changes without a card, look at the chips under the reply. A finished step shows a green check and its wording, for example Price added.
- Open the product, checkout or page itself and check there. If what you see differs from what the Assistant reported, tell it so and ask it to check the current state again.
If the Assistant keeps describing a change that is not there, use the flag button: the whole conversation goes to the team with your report. How cards work: Approve the Assistant's actions.
The Assistant refuses to delete something, send a campaign or upload a file
These limits are deliberate. The Assistant leaves to you everything that cannot be undone or that reaches many people at once, and it offers the nearest safe option instead.
| You asked for | What the Assistant does instead | Where you do it yourself |
|---|---|---|
| Deleting a product, checkout, price, channel, role or message | Hides, archives, unpublishes or disables it, where that is possible | The delete button on the item in the dashboard |
| Sending an email campaign | Prepares a draft | You review and send it from the dashboard: Send an email campaign |
| One message to all clients | Nothing; it writes to one client at a time | Message all in the inbox: The inbox: direct messages |
| Uploading a file or creating a PDF | Writes the text for you to paste | The upload buttons in the editor or the media library |
| Connecting a payment gateway, an integration or a custom domain | Explains the steps and opens the right screen | Integrations |
| A feature marked Coming soon in your menu | Tells you it is not available yet | Not available yet |
The full list of what it can do is in What you can ask the Assistant to do.
How do I show the Assistant a screenshot?
The Assistant reads images, which is the fastest way to show it an error message or a layout problem.
- In the message box click the paperclip, Attach an image (you can also paste or drop one). You can also paste an image from the clipboard or drop a file onto the box.
- Add your question and send. One message takes up to 4 images (JPEG, PNG, GIF or WebP, up to 10 MB each).
- If a thumbnail shows Upload failed - remove and try again, remove that image and attach it once more.
The Assistant cannot pass your files on to the Zanfia team. To send a screenshot or a recording to support, attach it to the ticket in the Help Center: Get help and contact support.
If your problem is not on this list, write to the Zanfia team: Get help and contact support.
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