> ## Documentation Index
> Fetch the complete documentation index at: https://codebeans-cb-notifylyst.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Every message the app shows when something goes wrong — what it means and how to fix it.

Find the message you see. Messages that end in "…" continue with details for your case.

## Whole app

| Message | Why | Fix |
| - | - | - |
| **Choose a plan to get started** | Your store has no active plan. | **Choose a plan on Shopify**, approve it. If you already did: **Already chose a plan? Reload**. |
| **Not included on your plan** (with **View plans**) | The page needs a feature your plan doesn't include. | Change plan. |
| *Feature name* **is not included on your current plan.** | Same, for a single action. | Change plan. |
| **Your app has been frozen** | Your store's alerts were paused by Notifylyst support. The storefront widget is off too. | Contact support with the button on that screen. |

## Settings

| Message | Why | Fix |
| - | - | - |
| **At least one notification channel must be active.** | You switched off every channel. | Keep one on. |
| **Saved. Not included on your plan, so left off:** … | That channel isn't on your plan. | Change plan. |
| **Needs activation approval first, so left off:** … | SMS or WhatsApp isn't approved yet. | **Request activation** and wait for the review. |
| **Location filtering isn't on your plan. You can still switch it off.** / **Multi-Location Inventory is not included on your current plan.** | Location filtering needs Multi-Location Inventory. | Change plan, or switch the filter off. |
| **SMTP host must be a public internet address.** | Internal or private host. | Use your provider's public host name. |
| **SMTP port must be a number between 1 and 65535 (usually 587 or 465).** | Port not valid. | Correct it. |
| **Sender email must be a valid email address.** | **Send from** not valid. | Correct it. |
| **Enter an SMTP host before enabling custom SMTP.** | Host empty. | Fill it in. |
| **Custom report period must be between 1 and 365 days.** | Days out of range. | 1–365. |
| **Maximum alerts per day must be a whole number from 1 to 10,000 — or leave it empty for no limit.** | Daily limit not valid. | Correct it or leave it empty. |
| **Add at least one email address under Deliver To.** | **Send a report now** with no recipient. | Add a recipient. |
| **Enable Summary Reports or Customer Reports first — there is nothing to send.** | **Send a report now** with both reports off. | Switch one on. |
| **Summary reports are not included on your plan.** | Reports need Summary Reports. | Change plan. |
| **URL must use HTTPS.** / **Invalid URL.** / **URL must not contain credentials.** / **URL must point to a public internet address.** | Webhook URL not accepted. | Use a public `https://` URL without a username or password. |
| **Your plan includes N webhook endpoints. Upgrade to add more, or remove one first.** | Endpoint limit reached. | Remove one, or change plan. |
| **Your plan allows up to N tokens. Revoke one to create another.** | AI connector token limit. | Revoke a token, or change plan. |

## Import

| Message | Fix |
| - | - |
| **That isn't a CSV file…** | Save the sheet as CSV and upload again. |
| **That file is over 5 MB…** / **At most 5,000 rows per file…** | Split the file. |
| **The CSV needs a header row with at least variant\_id and an email or phone column…** | Add or rename the header row. |
| Rows skipped: *variant does not exist in this store*, *SMS is not active on this store*, *already signed up and waiting for restock* | Fix those rows, or leave them — the rest were imported. |

## Appearance

| Message | Why | Fix |
| - | - | - |
| **Button caption can't be empty.** / **Font size must be between 10 and 32.** … | A button setting is out of range. | Correct the field shown. |
| **Nothing was saved: the form is X KB, over Shopify's 117 KB limit…** | The sign-up form, all languages together, is too big. | Shorten texts or remove custom fields. |
| **Could not save to Shopify. Nothing was stored…** | Shopify didn't accept the save. | Try again. |
| **Your saved form could not be loaded** | The stored form couldn't be read; saving is turned off to protect it. | Reload; contact support if it stays. |
| **Email step N (language): the subject line is empty…** | An enabled email step has no subject. | Add a subject or switch the step off. |
| **These notifications were changed somewhere else… Nothing was saved.** | Someone else saved first. | Reload and make your change again. |
| **No notifications left this cycle to send a test. Top up or upgrade, then try again.** | Test email with nothing left to send. | Top up or change plan. |
| **Your SMS balance is empty, so the test could not be sent. Add credits and try again.** | Test SMS with an empty wallet. | Top up. |

## Analytics and exports

| Message | Fix |
| - | - |
| **You've used all the notifications included this cycle, so this export can't be emailed. Top up or upgrade, then run it again.** | Top up, or wait for the next cycle. |
| **CSV export is not included on your current plan.** / **This report is not included on your current plan.** | Change plan. |
| **This contact is already signed up for every product you selected.** | Nothing to add. |
| **Quantity must be a whole number between 1 and 9999.** / **The added time cannot be in the future.** | Correct the **Add sign-up** form. |
| **This product could not be loaded.** | The product may have been deleted. **Back to Analytics**. |

## Plans and top-ups

| Message | Fix |
| - | - |
| **This store's plan is managed by support. Please contact us to change it.** | Email support. |
| **That plan is no longer available.** | Reload **Plans** and pick a current one. |
| **Your plan is being activated…** | Wait a moment, then reload. |
| **You need an active plan before you can top up…** | Choose a plan first. |
| **Enter a whole dollar amount of $1 or more.** / **A single top-up can be at most $5,000…** | Correct the amount. |
| **Top-ups are temporarily unavailable…** | Try later, or contact support. |

## On the storefront

What shoppers can see, and why: [A shopper gets a restock alert](https://codebeans-cb-notifylyst.mintlify.site/journeys/shopper-restock-alert.md#where-it-can-go-wrong)
and [A shopper manages their alerts](https://codebeans-cb-notifylyst.mintlify.site/journeys/shopper-manage-alerts.md#where-it-can-go-wrong).

For the AI connector's errors: [MCP errors](https://codebeans-cb-notifylyst.mintlify.site/mcp/reference/errors.md).

> [card] [FAQ](https://codebeans-cb-notifylyst.mintlify.site/app/reference/faq.md)
>
> Common questions that aren't an error message.

> [card] [Uninstall and your data](https://codebeans-cb-notifylyst.mintlify.site/app/reference/uninstall-and-data.md)
>
> Next: what uninstalling removes.


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