Troubleshooting
Common issues and how to resolve them. Start here if something isn't working as expected.
If something isn't behaving as expected, you're in the right place. Most issues fall into one of three categories.
Common issue areas
Scan issues
Problems with scans not completing, scores that look wrong, or results that seem unexpected.
Connection issues
Problems with your platform connection — Shopify, WooCommerce, BigCommerce, or Wix — plus language settings, Order Pulse, and AI Product Feeds.
Alert & notification issues
An alert didn't arrive, arrived late, or fired when you didn't expect it. The Alerts & Incidents page explains quiet hours, per-channel severity floors, sensitivity presets, and the delivery log — the delivery log on Dashboard → Alerts shows exactly why any recent notification was or wasn't sent.
Quick checks
Before digging in, try these first:
- Refresh the page — the dashboard uses real-time data. A refresh resolves most display glitches.
- Check your plan — some features are tier-gated. If a feature isn't showing, confirm your plan includes it in Plans & Pricing.
- Trigger a new scan — if results look stale or unexpected, a fresh scan often resolves it. On-demand scans require a paid plan, an organisation admin role, current billing, and no scan already running for the site.
- Check the setup page — go to Sites → your store → Setup and confirm the relevant feature is toggled on. Toggles quietly disable themselves if your plan or platform no longer supports the feature — a downgrade or platform change is the usual cause. Note that Stock Monitor has no toggle of its own; it runs with Pricing Pulse on supported platforms.
Still stuck?
If you can't find the answer here, contact us at getcassian.com/contact. Include your store URL and a description of what you're seeing.