Troubleshooting

If the AI does not respond

• Check the selected provider, model access and the saved key.
• 401/403: a key, workspace or permission problem.
• 400/404: the model name or structured output support.
• 429: rate limit, or balance/quota. Insufficient credit does not fix itself by waiting.
• Timeout / 503: outbound HTTPS, cURL, TLS and provider status.
• The daily or conversation limit may have been reached, or an operator may have taken over the conversation.

The add-on does not switch between providers on its own. Do not put the key in a customer chat or a support screenshot.

Display and saving

Save each setting in its own section. If you see an outdated display, refresh the page; updated assets are loaded with the file version. Check that the right filter and search are applied in the chat list. Minimising / reopening the window is different from completing the chat. AI formatting is corrected when it is displayed; the original chat record is not changed.

Problems with ending, deleting or unread badges

These management changes are included in the released 1.0.15 package. Check the installed version on the Licence screen. If you still see the old screen after updating, refresh the page; on desktop you can use Ctrl+F5.

• End chat: Shown on a waiting/AI conversation or on an active conversation you have taken. Another operator’s active conversation is managed by that operator.
• Delete: Shown on a completed conversation. You can restore a conversation you have deleted from the Deleted tab.
• Unread badge: Read the conversation’s messages in the visible area. Tab counts are not message badges; they show the total number of conversations.
• Wrong account history: Do not move a conversation to another account because of a similar name or email. Report it to an authorised administrator with the time of the error and the version; a confirmed mismatch should be separated from access and investigated.

If notifications do not arrive

Check the authorised recipient, the saved email / phone, the enabled channel, the WISECP provider and the cron tasks. Inspect the delivery queue and the provider error logs. Do not expect delivery on an SMS channel that has no provider.

Opening a support request

Open a support request for the relevant licence service from your Hostimor account. Share the add-on and WISECP versions, the time of the error, the relevant screen and a screenshot with personal / confidential information removed. Do not share passwords, API keys or private signing keys.

Hostimor support centre ↗

If the chat pauses briefly during an update

During the short interval in which files are replaced one by one, the chat check may pause temporarily. Once the update files are complete and the failed integrity record has reached the end of its 60-second waiting period, the first visitor check or the per-minute task verifies the package again. Browser connection checks may be retried at intervals of up to 30 seconds, so the screen does not necessarily recover at exactly the 60th second.

An open chat normally continues with the same history and typed draft. While waiting, do not start a new conversation or send the same message repeatedly. A draft that could not be sent stays in the box; once the connection recovers, check whether it has been sent. If the tab is in the background, the browser may slow down the checks; bring the tab to the front.

1. Confirm that the update wizard has finished; do not delete files manually while copying is in progress.
2. After the files are complete, wait about two minutes. Check that the status in the chat and on the Licence screen recovers.
3. If the status is still failed, use Licence → Check integrity to identify the changed/missing file. Check repair from the official package and the file permissions; do not disable the integrity check.
4. Check the PHP/WISECP error logs and the storage write permission. Request support with the time of the error, the versions and a screenshot with confidential information removed.