Troubleshooting

Solutions to common issues you may encounter while using merchi.ai.

Upload Issues

ZIP Upload Fails

Symptoms: Upload doesn’t complete or shows error

Solutions:

1. Check file size (max 500MB)
2. Ensure ZIP file isn’t corrupted
3. Try uploading a smaller batch
4. Check your internet connection
5. Try a different browser

Images Not Processing

Symptoms: Upload succeeds but products don’t appear

Solutions:

1. Verify file naming convention (SKU_number.jpg)
2. Check image formats (JPEG, PNG, GIF, WebP, AVIF, TIFF, BMP, SVG)
3. Ensure images are in the root of the ZIP (not nested in folders)
4. Check for hidden files (like .DS_Store on Mac)

“File Too Large” Error

Solutions:

1. Compress images before zipping
2. Split into multiple smaller ZIPs
3. Remove unnecessary files
4. Use lower resolution images

Content Generation Issues

Poor Quality Descriptions

Symptoms: Generated content is generic or inaccurate

Solutions:

1. Improve image quality and clarity
2. Add more images per product
3. Configure Writing Knowledge with detailed guidelines
4. Add specific tone of voice instructions
5. Include example content in assets

Missing Information

Symptoms: Some fields are empty or incomplete

Solutions:

1. Ensure images show the relevant product features
2. Check Schema settings for required fields
3. Verify Writing Knowledge assets are complete
4. Add more detailed images

Wrong Category Assignment

Symptoms: Products in wrong taxonomy

Solutions:

1. Review and update your taxonomy asset
2. Add category examples in Writing Knowledge
3. Use clearer product images
4. Edit categories manually in All Products View

Login & Access Issues

Can’t Log In

Solutions:

1. Check email and password are correct
2. Use “Forgot Password” to reset
3. Check for caps lock
4. Clear browser cache and cookies
5. Try a different browser

Session Expired

Symptoms: Logged out unexpectedly

Solutions:

1. Log in again
2. Check if you’re logged in elsewhere
3. Ensure cookies are enabled
4. Don’t use browser privacy modes

Magic Link Not Working

Symptoms: Email link doesn’t work or shows error

Solutions:

1. Check link hasn’t expired (valid for limited time)
2. Don’t click the link multiple times
3. Request a new magic link
4. Check spam/junk folder

Display Issues

Page Not Loading

Solutions:

1. Refresh the page
2. Clear browser cache
3. Check internet connection
4. Try a different browser
5. Disable browser extensions

All Products View Empty

Symptoms: No products shown

Solutions:

1. Check active filters (clear all filters)
2. Verify products have been uploaded
3. Check you’re viewing the correct tenant
4. Wait for processing to complete

Images Not Displaying

Solutions:

1. Refresh the page
2. Check image URLs are accessible
3. Clear browser cache
4. Try a different browser

Export Issues

Download Not Starting

Solutions:

1. Check popup blocker settings
2. Wait for large exports to generate
3. Try a smaller filtered export
4. Use a different browser

CSV File Opens Incorrectly

Solutions:

1. Open with Excel’s import wizard
2. Specify UTF-8 encoding
3. Use Google Sheets for reliable opening
4. Check file hasn’t been corrupted

Missing Data in Export

Solutions:

1. Check active filters before export
2. Verify locale selection
3. Confirm products have the expected fields
4. Check export completed fully

Integration Issues

Connection Failed

Symptoms: Can’t connect to external platform

Solutions:

1. Verify credentials are correct
2. Check platform API is available
3. Ensure proper permissions are granted
4. Review connection settings

Performance Issues

Slow Loading

Solutions:

1. Check your internet connection
2. Reduce items per page in All Products View
3. Use filters to reduce data loaded
4. Clear browser cache
5. Try during off-peak hours

Processing Taking Too Long

Solutions:

1. Large batches take longer - be patient
2. Check processing status in All Products View alerts
3. For very large batches, expect longer times
4. Contact support if processing seems stuck

Getting More Help

If you can’t resolve your issue:

1. Check our FAQ: Common answers in Frequently Asked Questions
2. Email Support: Contact support@merchi.ai with details
3. Include Information:
   • What you were trying to do
   • What happened instead
   • Screenshots if applicable
   • Browser and device information