Common Errors and What They Mean

Shopify integration errors

“Token is invalid or expired”

The Shopify Partner API token you entered has been revoked or was copied incorrectly.

Fix: go to Settings → Integrations → Shopify, disconnect, then create a new API client in the Shopify Partner Dashboard and reconnect. See Connecting the Shopify Partner API.

“Missing scope - View financials”

The token was created without the “Manage financials” permission.

Fix: in the Partner Dashboard, delete the existing API client and create a new one with both “Manage apps” and “Manage financials” permissions enabled.

Integration shows “error” status and “retries exhausted”

After 12 consecutive sync failures, Convot stops retrying automatically. The integration will not self-heal.

Fix: click Sync now on the Shopify settings page to manually trigger a retry. If the error persists, disconnect and reconnect with a fresh token.

Custom domain errors

Domain shows “missing” after adding DNS records

DNS propagation can take a few minutes or up to a few hours. Wait and click Verify domain setup again.

If the record still shows as missing after an hour:

• Check that the hostname is correct at your DNS provider. Some providers automatically append the zone name - your final record should not end up as help.acme.com.acme.com.
• Check for a trailing dot in the host field. Some providers require it; others reject it.

Domain shows “error” status

The DNS record exists but has the wrong value. Double-check the value you entered against what Convot shows on the settings page. Copy it from the settings page rather than typing it manually.

Identity verification errors

Widget returns identity_verification_required

Your app has Require identity verification enabled, and the widget called Convot.identify() without a valid user_hash.

Fix: compute the HMAC server-side and pass it as user_hash in every Convot.identify() call. See Identity verification.

Visitors are not being identified

If Convot.identify() runs but the contact sidebar still shows “anonymous visitor”:

1. Open the browser console and look for errors on the identify call.
2. Check that your user_hash is computed from the correct value (external_id if you pass one, otherwise email).
3. Check that the identity secret in your server code matches the one in Settings → Apps → [app] → Setup.

Import errors

Import paused - “rate limit hit”

Crisp’s API has rate limits. When the importer hits them, the run automatically pauses and shows when it will resume. No action needed - it continues automatically.

Import fails with “No runs yet” or never starts

The import runs as background jobs. If the background worker isn’t running, jobs will queue but never execute. Contact [email protected] if an import stays in “Queued” for more than a few minutes.

General

Pages load but data doesn’t appear

A hard refresh (Cmd+Shift+R or Ctrl+Shift+R) clears the local cache and usually fixes stale UI state.

I can’t see the Revenue dashboard

Revenue access is owner-only by default. Ask an owner to grant you revenue access under Settings → Team → [your name] → Permissions.