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Troubleshooting and FAQs
- Frequently asked questions
- Setup status flags
- Taps not registering
- Passes not installing
- Intelligence not running
- Contact support
In this guide
- 1. Check your analysis allowance
- 2. Check that customers are eligible
- 3. Check the preview sample
- 4. Check the run status
- 5. Check at least one AI field is enabled
- 6. Confirm your subscription is active
- 7. Check what the run actually wrote
- Where the results appear
- Still not running
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Troubleshooting and FAQs 5 / 6
Intelligence not running
Why a Piing: Intelligence run produces no profiles, covering the analysis allowance, eligible customers, preview selection, field configuration and run status.
If Piing: Intelligence finishes without writing profiles, or a run fails, it is almost always one of a few causes: your analysis allowance, whether any customers are eligible, or the run's status. Work through these in order.
Check your analysis allowance
New plans count successful customer profile refreshes, regardless of enabled fields. Existing field-unit subscriptions retain their original meter. Check the agreement shown in Billing.
- Open the billing or usage view and check completed and reserved usage against your allowance.
- If a run needs more allowance than you have remaining, it stops and reports that you have exhausted your allowance for the cycle.
- Either wait for the next cycle, or upgrade your plan, then run again.
Note
The preview and the small test run do not consume the analysis allowance. Use them to validate quality without spending your allowance.
Check that customers are eligible
The analysis only runs on customers with enough order history. By default a customer needs at least three non-gift orders before the AI fields are produced. Gift orders are detected and set aside, so a customer whose orders are mostly gifts may not qualify.
If a run completes but writes few or no profiles:
- Confirm you have customers with enough qualifying orders.
- Check any customer filters you have set, such as a tag filter, a minimum spend, or a last order window, are not excluding everyone.
Check the preview sample
The free preview automatically selects up to five recent Shopify customers with at least one order. It does not require a customer tag and it consumes no billable allowance.
If the preview is empty, confirm the store has recent customers with orders and that Piing can still read customers and orders. A customer with only a small history may produce fewer or lower-confidence fields than a customer who meets the full run's order threshold.
Check the run status
A run moves through queued, running, polling and writing before it completes. If a run shows as failed:
- All customers failed. This usually points at access to your store. Confirm the app still has a valid connection and the customer and order permissions it needs.
- Allowance exhausted or reserved. Covered in step 1.
- It timed out. Very large runs can take a while; let it finish, or run in smaller passes.
A run that shows Interrupted
An app restart can cut a run short. Rather than leaving it on Processing, the app closes it within about ten minutes and labels it Interrupted.
Fields already written remain in Shopify. Eligible failed full or incremental runs offer Recover saved work while their checkpoints remain available, for up to seven days. On new plans, completed customer refreshes still count after an interruption; unfinished reservations are released when the run ends. Recovering a completed refresh does not count it twice. Starting a separate new run uses the current allowance for its successful refreshes.
Check at least one AI field is enabled
If no AI fields are enabled, the analysis writes rule based fields but produces none of the AI driven ones. Confirm the fields you expect are switched on in the field configuration.
Confirm your subscription is active
If your plan is not active, paid analysis cannot run. Confirm your subscription is in good standing, then try again.
Check what the run actually wrote
A run can process customers and still write nothing to Shopify. Open the run on Analysis runs and read Fields written to Shopify next to customers processed.
- If it reads zero, the write step failed rather than the analysis. Why some fields did not reach Shopify lists the reasons underneath.
- If the run stopped asking you to reconnect Piing to Shopify, the app's connection to your store has expired. Reconnect, then run again.
- If the app shows profiles but the same customers look empty in Shopify, click Re-sync metafields on the Customers page. It re-creates and pins the field definitions, rewrites every stored field with the current connection, and reports each failure. It uses no credits and makes no AI calls.
Where the results appear
Completed profiles are written to your Shopify customer records as app owned metafields, pinned so they show on the customer page itself. If a run reports success but you cannot see anything, check the customer record and the run's write count rather than only the dashboard summary. For what is and is not sent during a run, see AI and your order data.
Still not running
If runs still produce nothing after these checks, note the run status, any message shown, and roughly how many customers you expected, then contact us.
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