Troubleshooting
Most issues come down to one of the go-live conditions not being met. Start with the app's Chat widget status card — it usually names the exact reason.
The widget isn't showing on my store
Work through these in order:
- Is the theme embed on? In your theme editor, open App embeds and confirm Sellena is toggled on in your active theme, then Save. See Enable the widget.
- Is billing approved? If your plan isn't active, the widget stays hidden. Open the Billing card and approve.
- Right theme? Make sure you enabled the embed on the theme that's actually published, not a draft.
- Hard refresh. Clear your browser cache or open the store in a private window to rule out a cached page.
The assistant shows as “Not active”
The Chat widget card names the reason. The common ones:
- Billing not approved — approve your plan on the Billing card (see Approve billing).
- Embed disabled — enable the app embed in your theme editor.
- Conversation limit reached — the assistant resumes automatically at the start of the next period.
- Service disabled — if the card says the service was disabled, please contact support.
Orders or commission look wrong
- Only assisted sales count. Commission is charged only on orders that came from a cart the assistant built — not on all store orders.
- Refunds reduce it. Net sales are calculated after discounts and minus refunds, so a refunded order lowers the attributed amount.
- The dashboard shows a recent window. Figures on the dashboard cover a rolling recent period, so older orders may not appear there.
Need a specific order checked?
If an order looks mis-attributed, contact support with the order number and we'll recompute it.