Troubleshooting

The widget isn't appearing on my product page

Work down this list. The first two cover almost every case. 1. Is the product indexed? Open Products and find it. If it says Not indexed, that's your answer — the widget deliberately shows nothing on products without a knowledge base, rather than displaying an empty box that gives bad answers. Index it and reload the product page. 2. Is the block in your theme? The app can't add itself. Go to Online Store → Themes → Customize, switch to your product template, and check whether Ask Any AI is in the block list. The app home page also runs a check for this, but it looks at your published theme. If you added the block to a draft theme and never published it, the check will correctly report it as missing. 📷 The widget status check on the app home page, showing the widget as active. See Add the widget to your product pages. 3. Are you looking at the right template? If the product uses a different product template from the one you edited — a bundle template, a gift card template — the block isn't on it. Add the block to that template as well. 4. Did you just reinstall the app? If the home page is showing "Your storefront data needs restoring", the data the widget reads is missing from your store even though your knowledge bases are intact. Click Restore storefront data. It doesn't cost any AI generations. See Your storefront data needs restoring. Still nothing Make sure you're looking at your live storefront rather than a cached preview, and do a hard reload. If it's still missing, email support@aruslabs.co with the product URL and your store domain.

Answers are wrong, vague or out of date

The AI answers from the product's knowledge base, and the knowledge base is built from your product content. So a bad answer is almost always one of these three things. The answer describes an older version of the product Check the Products page. If the badge says Needs update, you've changed the title, description, vendor or product type since it was indexed, and the knowledge base still reflects the old version. Regenerate that product. It costs one AI generation. The answer is vague or talks around the question The detail isn't in your product content. Indexing only reads your title, description, vendor and product type — it doesn't go and research your product. If the description never mentions what the strap is made of, regenerating won't conjure it up. Add the missing detail to the product description in Shopify, then regenerate and check the result on the product's Knowledge base tab. The answer is confidently wrong Look at the Knowledge base tab for that product. Usually the spec sheet has picked up something ambiguous in the description — a measurement with no unit, or a compatibility note that can be read two ways. You can fix it either way. Editing the knowledge base directly is quicker and it sticks, though a later regeneration will replace it. Clarifying the description and regenerating takes longer but fixes the underlying problem, and improves the product page while you're at it. If the shopper used an external provider If they went to ChatGPT or Claude rather than Arus AI, that provider generated the answer. The app sends them your product's details to work from, but what they do with it happens outside your store, and it won't appear as a transcript in your Questions list. If you want control over the answer, make Arus AI your default provider. See Arus AI — answering shoppers inside your store. Still wrong Email support@aruslabs.co with the product URL and the question that produced the bad answer.

Your storefront data needs restoring

You'll see this banner on the app home page: Your storefront data needs restoring — Your indexed products are safe, but the data the widget reads is missing from your store. What's happened Your knowledge bases live in the app. For the widget to render, a copy of that data has to be published into your Shopify store, and the two can come apart. The usual cause is uninstalling and reinstalling the app, which clears the published copy while leaving your knowledge bases alone. What you'll notice is the widget disappearing from product pages that still say Indexed. What to do Click Restore storefront data. It re-publishes what the app already has. It doesn't use any AI generations, because nothing is being regenerated, so it can't change your answers or overwrite your hand edits. After it runs You'll get a count of how many products were restored. It might also report some as skipped: N could not be restored — those products have most likely been deleted from your store. That's expected. The app is still holding a knowledge base for a product that no longer exists in Shopify, so there's nowhere to publish it to. Remove those rows from the Products list to tidy up. If it fails The banner will tell you. Try again — it's safe to run as many times as you like. If it keeps failing, email support@aruslabs.co with your store domain.

Data, privacy and uninstalling

What the app stores - Product knowledge bases, generated from your product content. - Your shop settings: enabled providers, default provider, store AI name. - Questions and conversations, meaning what shoppers asked and the Arus AI transcripts. - Usage counters for your current billing cycle. The only customer-linked data is what a shopper types into the widget, plus their Shopify customer ID if they were logged in, or an anonymous device identifier if they weren't. What the public product file contains For each indexed product, the app publishes a snapshot of that product's knowledge base at a public URL: description, specs, FAQ, suggested questions, price and store name. It's what lets ChatGPT and Claude answer accurately about your product instead of guessing. It only contains product information you already publish on your storefront. No customer data, no order data, no settings. Uninstalling Your data is kept for 48 hours. The app loses access to your store straight away, but your knowledge bases, settings, usage and conversations stay where they are. If you reinstall within that window you'll land back on your indexed catalog without having to re-index or spend your generations again. You may need to click Restore storefront data after reinstalling. See Your storefront data needs restoring. After 48 hours everything is deleted. Shopify sends a redaction request and the app erases every record it holds for your store: knowledge bases, settings, usage history, conversations, questions and sessions. Reinstalling after that is a clean start, and every product needs indexing again. Customer data requests The app implements Shopify's mandatory privacy webhooks, so these happen automatically and you don't need to do anything. A data request compiles that customer's data and surfaces it to you through Shopify's normal process. A customer redaction deletes that customer's conversations, messages and questions, including anything they asked anonymously before logging in, which is matched through the device link. A shop redaction deletes everything for the store, as described above. Questions Email support@aruslabs.co