Support
Troubleshooting & Support
Fixes for the problems merchants hit most, and how to reach us when the answer is not here.
Something not working as expected? This page covers the most common issues and how to fix them. If you can’t find your answer here, use the floating Help widget in the bottom-right corner of the app (the ? button) to send us a question.
Email Issues
”My emails aren’t sending”
Work through this checklist:
| Check | How to Verify | Fix |
|---|---|---|
| Have you picked a plan? | Home page shows a “No plan selected” banner | Choose a plan in Settings → Plans & billing — email and SMS are blocked until you do, and the free plan counts |
| Email provider connected? | Settings → Mailbox management → the SendGrid, Outlook or Gmail card shows “1/N Accounts connected” | Connect any one of the three (see Page 3) |
| xUpsell send limit reached? | Check the banner on the Home page | Upgrade your plan, or wait for your next billing period on a paid plan |
| Sender verified in SendGrid? | Settings → Mailbox management → look for a Verified badge next to the sender | Finish sender verification in your SendGrid account |
| Provider sending limit reached? | Check your usage in your SendGrid account | xUpsell doesn’t cap sends per mailbox — any daily cap you hit is your provider’s own |
| Subscribers have email addresses? | The email count tile on the Subscribers page | Make sure subscribers have valid emails |
Most common cause: no plan is selected yet, or SendGrid isn’t connected. Check the Home page banner first, then Settings → Mailbox management.
All three email providers connect now — SendGrid, Outlook and Gmail, in Settings → Mailbox management. One caveat: Gmail is awaiting Google’s verification review, so only email addresses registered with Google in advance can finish the sign-in. If Google shows you “Access blocked: this app has not completed the Google verification process,” that’s Google’s review, not a fault in your store — use SendGrid or Outlook meanwhile.
”Emails are going to spam”
This is usually a deliverability issue — not an xUpsell issue. Start with the checklist xUpsell shows you.
Go to Settings → Mailbox management. Under each connected sender you’ll see a Deliverability checklist with a percentage complete, a risk level, and a Done/Missing line for each item. Anything marked Missing is worth fixing — each row links straight to the relevant setup guide.
| Checklist item | Where you fix it |
|---|---|
| Domain authentication (SPF/DKIM) | Start in your SendGrid dashboard, finish in your DNS provider |
| Link branding | Start in your SendGrid dashboard, finish in your DNS provider |
| DMARC record | In your DNS provider |
| Unsubscribe setup (List-Unsubscribe) | In your SendGrid account’s tracking settings |
Beyond the checklist, the usual good habits still apply:
| Action | Details |
|---|---|
| Use a consistent “From” address | Always send from the same email address (e.g., hello@yourstore.com) |
| Avoid spam trigger words | Words like “FREE!!!”, “BUY NOW!!!”, “ACT FAST!!!” in subject lines trigger spam filters |
| Warm up gradually | Don’t send 10,000 emails on day one. Start with 50, then 100, then 500 — build up over days |
| Include an unsubscribe link | Required by law and expected by spam filters |
Good to know: if a sender isn’t fully set up, xUpsell shows a warning banner saying emails will still send but may land in spam. That’s your cue to work through the checklist.
”Connection failed when connecting email”
| Try This | Details |
|---|---|
| Check the API key | SendGrid is connected with an API key, not a password. Copy it again carefully — SendGrid only shows a key once, so create a new one if you’ve lost it |
| Check the key’s permissions | The key needs permission to send mail and read your account settings |
| Check your internet connection | A dropped connection during setup can cause failures |
| Check you’re not at your plan’s account limit | If the button says Upgrade to connect more, you’ve used all the SendGrid accounts your plan allows |
| Check provider status | SendGrid occasionally has outages — check their status page |
SMS Issues
”SMS messages not delivering”
| Check | How to Verify | Fix |
|---|---|---|
| Twilio connected? | Settings → SMS & Communications → green status | Reconnect with correct Account SID and Auth Token |
| Phone number format? | Must include country code: +1XXXXXXXXXX. Check the Phone column on the Subscribers page | Subscriber details can’t be edited in xUpsell — ask the customer to opt in again with the full number, or delete the subscriber and let them re-subscribe |
| Twilio balance? | Log in to twilio.com → check balance | Top up your Twilio balance |
| A2P 10DLC registration? | Required for US numbers — check in Twilio Console | Complete registration (Twilio guides you through it) |
| Recipient opted out? | If they replied STOP, you can’t send | They must text START to re-subscribe |
| Check error logs | Twilio Console → Messaging → Logs | Error details tell you exactly what went wrong |
Good to know: If a customer replies “STOP” to your SMS, Twilio automatically blocks future messages to that number. This is required by law. They can re-subscribe by texting “START” back.
”Invalid phone number errors”
| Issue | Solution |
|---|---|
| Missing country code | Phone numbers must start with + and the country code (e.g., +1 for US/Canada) |
| Extra spaces or dashes | Remove all formatting: +15551234567, not +1-555-123-4567 |
| VoIP or landline | Some VoIP numbers and landlines can’t receive SMS — this is a carrier limitation |
Push Notification Issues
”Customers aren’t getting push notifications”
| Check | How to Verify | Fix |
|---|---|---|
| Push prompt enabled in your theme? | Settings → Theme management → Enable push notifications should show a green badge | Click Enable, then Save in the theme editor that opens |
| Customer clicked “Allow”? | If they clicked Block, you can’t send — ever (browser restriction) | New visitors will see the prompt; blocked ones cannot |
| Do you have any push subscribers? | The Push notifications count tile on the Subscribers page | If it’s 0, nobody has allowed push yet |
| Using incognito/private browsing? | Private browsing doesn’t support push notifications | Push only works in regular browsing mode |
Important: If a customer clicks “Block” on the push notification permission prompt, there is nothing you can do — the browser will never show the prompt again for your site. This is a browser security feature, not an xUpsell limitation. That customer can manually re-enable notifications in their browser settings, but most won’t.
Workflow Issues
”My workflow isn’t triggering”
| Check | How to Verify | Fix |
|---|---|---|
| Workflow is turned on? | The workflow’s overview page must show it as active | Open the workflow and click Turn on workflow |
| Correct trigger selected? | Check the trigger at the top of the workflow | Edit the trigger to match the event you expect |
| Trigger delay still counting down? | Abandoned cart, abandoned checkout and abandoned product page wait first — every other trigger, including Order created, fires straight away | Check the wait time in Settings → Preferences (minimum one hour) |
| Another workflow on the same trigger? | Only one workflow per trigger can be live — xUpsell asks you to switch when you turn on a second | Turn off whichever one you don’t want |
| Subscribers match the trigger? | The trigger event must happen for real subscribers | Verify subscribers exist and are opted in |
| Channel connected? | If the workflow sends email or SMS, that provider must be connected | Connect SendGrid in Mailbox management, or Twilio in SMS & Communications |
| Storefront tracking on? | Cart, checkout and product-page triggers all depend on the web pixel and theme blocks | See the Theme Extension page |
”Workflow steps are failing”
Open the workflow in the editor: every step card shows its own counters — sent, clicks, link CTR and failed — so you can see exactly where runs are dropping out.
| Situation | What It Means | What to Do |
|---|---|---|
| Email step failed | No plan selected, your send limit is reached, or SendGrid isn’t connected | Check the Home page banner, then Settings → Mailbox management |
| SMS step failed | No plan selected, your send limit is reached, Twilio disconnected, balance empty, or the number is invalid | Check the Home page banner, then Settings → SMS & Communications |
| Push step failed | The subscriber hasn’t allowed push notifications | Check the Push notifications count on the Subscribers page |
Important: hitting your send limit mid-flow stops the rest of that customer’s run — the later steps for them never happen. (A customer who simply can’t be reached on one channel is different: that step is marked failed and the run carries on to the next one.) Fix the cause and future runs go through normally.
Campaign Issues
”My campaign is stuck in Draft”
| Cause | Fix |
|---|---|
| Haven’t published it | Save as Draft only saves — click Run now (for an immediate campaign) or Publish (for a scheduled one) to send it |
| Send limit reached | Check your sends this period in Settings → Plans & billing — upgrade, or wait for your next billing period |
| No audience selected | Make sure you’ve chosen all subscribers or picked at least one segment |
”Campaign didn’t send at the scheduled time”
| Check | Fix |
|---|---|
| Timezone setting | Verify the timezone on the campaign’s schedule — the send time is read in the timezone you picked there |
| Campaign status | Must be Scheduled or Running, not In editing — drafts don’t send automatically |
| Send limit | If you hit your limit before the scheduled time, the campaign won’t send |
A queued send can’t be recalled. Once a campaign has been published and its send is queued, nothing in xUpsell can pull it back. Turning the campaign off stops anything further from being delivered, but check your audience and content before you publish.
Connect AI Issues
xUpsell doesn’t have its own AI assistant. Instead you connect the AI client you already use — Claude, ChatGPT, or any other MCP-compatible client — from Settings → Connect AI, and it works on your store on your behalf. Most problems here are connection problems.
”My AI client didn’t connect”
| Check | Fix |
|---|---|
| Did the approval request expire? | The approval screen has a countdown and expires after a few minutes. Start the connection again from your AI client and click Allow access promptly |
| Is the client actually listed? | Open Settings → Connect AI — a working connection appears under Connected AI clients with a green Connected badge. If it’s not there, the approval didn’t go through |
| Right store? | If you see “This connection is for a different store than the one you’re signed into”, you’re using another store’s connection URL. Copy the URL again from this store’s Connect AI tab |
| Did you use the whole URL? | The connection URL is unique to your store and ends in your store handle. Paste all of it |
| Screen said the app isn’t installed? | Reopen xUpsell from your Shopify admin, then start the connection again from your AI client |
The connection URL isn’t a password. On its own it can’t read or change anything — nothing happens until you click Allow access inside your own Shopify admin. And if that approval screen ever appears when you didn’t just start a connection, click Deny.
”My AI says it can’t change something”
| Situation | Why | What to do |
|---|---|---|
| ”It’s already live, deactivate it first” | Your AI is only allowed to edit drafts, never something that’s currently running | Turn the workflow, campaign or offer flow off in xUpsell, then ask again |
| A publish was refused | xUpsell blocks unsafe publishes — no trigger, no steps, already live, or another live item on the same trigger | Fix what it reported, then publish again |
| It can’t see your subscribers or orders | That access is deliberately never granted to AI clients | Nothing to fix — read those in xUpsell yourself |
| A campaign it built went to everyone | Campaigns created this way always target all subscribers | Open the campaign in xUpsell and pick your segment |
Everything your AI creates is a draft. Drafts send nothing and show nothing to shoppers. Review them in xUpsell like anything else you built, then publish when you’re happy.
”I want to cut off an AI client’s access”
Go to Settings → Connect AI, find the client under Connected AI clients, and click Disconnect. Access stops immediately and the client is removed completely — reconnecting means going through the approval screen again. Nothing it built is deleted.
Need to know what an AI client did on your store? Every action is recorded — which client, which action, which item, and whether it worked. There’s no screen for it in the app, so contact us through the Help widget and we can look it up.
Billing Issues
”Send limit reached unexpectedly”
| Cause | Explanation |
|---|---|
| Email + SMS share the same limit | Your send limit counts BOTH emails and text messages from one pool |
| Workflow sends count too | Every email/SMS sent by a workflow counts toward your limit — not just campaigns |
| High-frequency workflows | A welcome email to every new customer can use up sends faster than you think |
| Test messages count | A test SMS sent from Settings → SMS & Communications goes through the same path as a real send |
What doesn’t count: push notifications never count — they’re unlimited on every plan and keep working even when email and SMS are paused. Failed sends don’t count either.
How to check: Go to Settings → Plans & billing to see your sends this period versus your limit. The card refreshes itself every 30 seconds.
How to fix: Choose a higher plan with more sends, or wait for your next period. Sending pauses at the limit — 100 on free, 500 on Basic; Pro and Premium include unlimited sends.
On the free plan, the 100 sends reset at the start of each calendar month. On paid plans the quota resets with your billing cycle.
”Counter not resetting”
| Try | Details |
|---|---|
| Refresh the page | The card polls every 30 seconds, but a refresh forces it |
| Check when your sends refresh | On the free plan they refresh at the start of each calendar month; on a paid plan they refresh with your billing cycle |
| Wait for the new billing period | A new counter starts at 0 once Shopify rolls your subscription into its next 30-day period |
| Contact support | If a new billing period has started and sending is still blocked, send us a question through the Help widget (bottom-right ? button) |
Still Need Help?
If you can’t find the answer you need, here are two ways to get help:
| Support Channel | How to Access | Best For |
|---|---|---|
| Help Center | You’re here right now! The Help widget’s How to use tab has an Open full docs button that brings you back here | Step-by-step guides and reference |
| Help widget | Click the floating ? button in the bottom-right corner of the app, then the Questions / Support tab | Complex issues, bugs, account problems |
The support form asks for your name, email and a message (up to 2,000 characters). When it goes through you’ll see “Thanks! Your message was sent — we’ll get back to you by email.”
How it works: Questions you send through the Help widget reach our support team directly, and we reply to the email address you entered. Include your store name and a description of the issue — screenshots help us resolve things faster.
Can’t find the ? button? It’s hidden on full-screen editors — the workflow editor, the post-purchase offer editor and the AI approval screen. Close the editor and it comes back.
Frequently Asked Questions
How do I contact human support?
Click the floating ? button in the bottom-right corner of the app and open the Questions / Support form. Include your store name and a description of the issue. Screenshots help us resolve things faster.
Can my connected AI help me troubleshoot?
It can look at your workflows, campaigns and products and suggest changes, and it can build or fix drafts for you. It can’t see your subscribers, customers or orders, and it can’t see what happened on a specific send — for that, use the Help widget and we’ll take a look.
Where do I report a bug?
Open the Help widget (bottom-right ? button) and send a question describing the bug. Please include:
- What you were trying to do
- What happened instead
- Screenshots if possible
- Your store name and plan
Is there a status page for outages?
xUpsell doesn’t publish its own status page — if something looks wrong across the board, send us a question through the Help widget. For your providers, check SendGrid’s and Twilio’s own status pages.
I think I was charged incorrectly — what do I do?
Open the Help widget (bottom-right ? button) and send us a question about the charge. Include your store name and the charge in question. All billing is managed through Shopify’s billing system, so you can also check your Shopify Admin → Settings → Billing for charge details.
My plan change didn’t seem to apply?
After you approve a charge, Shopify brings you straight back to Settings → Plans & billing and a short message confirms which plan you’re on. Your plan is also the one marked Current plan. Upgrades apply straight away; moving to a lower paid plan takes effect at your next billing date.
Can’t find what you need? Click the floating ? button in the bottom-right corner of the app to send us a question. We’re here to help.