Troubleshooting

Common issues and how to resolve them.

Content Generation

"Insufficient XCT balance"

Your XCT tokens are too low to run content generation. Top up your balance from the Usage page or contact your organization admin.

Generation job failed

If a generation job fails, check:

• XCT balance -- Ensure you have enough tokens.
• AI settings -- Verify a valid AI model is selected in your project's AI settings. Some models may be temporarily unavailable.
• Retry -- You can re-run generation for failed items. Navigate to the project, select the failed items, and generate again.

No items to generate

This means all items in your project have already been processed (generated, approved, or synced). To regenerate content, reset items back to "pending" status first.

Store Connections

Magento 2 connection fails

The most common cause is that bearer token authentication is disabled in your Magento installation.

Fix: In Magento Admin, go to Stores > Configuration > Services > OAuth > Consumer Settings and set Allow OAuth Access Tokens to be used as standalone Bearer tokens to Yes. Then flush the Magento cache.

Also verify:

• Your integration has the Catalog > Products permission enabled under System > Integrations > API tab.
• You are using the integration's Access Token, not a customer or admin token.

WooCommerce connection fails

• WooCommerce REST API requires HTTPS. If your store uses plain HTTP, the connection will fail.
• Generate API keys from WooCommerce > Settings > Advanced > REST API. Use the Consumer Key and Consumer Secret.
• Ensure the API key has Read/Write permissions.

Shopify connection fails

• XC Scribe uses the official OAuth app install flow. Click "Connect with Shopify", enter your store domain, and authorize on Shopify. No manual API keys are needed.
• If the OAuth redirect fails, ensure pop-ups are not blocked by your browser and that you are opening the connection page directly (not inside an iframe).
• If the connection shows as Inactive, the app may have been uninstalled from your Shopify admin. Reconnect by adding a new Shopify connection via OAuth.

"Cannot delete store connection that is assigned to projects"

Remove the store connection from all projects first. Go to each project's settings and unassign it, then try deleting again.

Store Sync

Some items failed to sync

After a sync, you'll see a summary showing how many items succeeded and failed. Common causes for individual item failures:

• SKU not found -- The item's SKU doesn't exist in your store. Verify the SKU matches.
• Permission denied -- Your store API credentials lack write permissions.
• Field validation -- Some stores have character limits on fields like product names or descriptions. Shorten the content and retry.

You can retry syncing just the failed items without re-syncing everything.

"Project has no store connection assigned"

Go to your project settings and assign a store connection before attempting to sync.

Blog Publishing

WordPress publishing failed

• Ensure you're using a WordPress Application Password, not your regular login password. Create one under Users > Your Profile > Application Passwords in your WordPress admin.
• Test your blog connection from the Blog Connections page. If the test fails, your credentials may be incorrect or your WordPress site may be unreachable.

Image upload failed

AI-generated images or stock photos occasionally fail to generate or download. Try regenerating the image or using a different image source.

Billing & Payments

Low balance warning

When your XCT balance drops below a threshold, you'll see a warning on the dashboard and receive an email notification. Top up from the Usage page to continue generating content.

"Subscription payment is past due"

Your payment method needs updating. Go to the Usage page and update your payment details through the subscription management section.

"Subscription has expired"

Your subscription plan has ended. Resubscribe from the Usage page to resume content generation.

Authentication

"Invalid email or password"

Double-check your email and password. If you've forgotten your password, use the Forgot password? link on the login page. See Account Recovery.

"Too many attempts"

You've exceeded the allowed number of login or 2FA attempts. Wait a few minutes before trying again.

"Your organization requires 2FA"

Your admin has enforced two-factor authentication for all team members. You must enable 2FA in Settings > Security before you can continue using the platform. See Security.

Import Issues

"Failed to fetch filters from store"

Your store connection may be down or credentials may have expired. Test the connection from the Store Connections page and re-enter credentials if needed.

Import job takes a long time

Large catalogs with thousands of products take longer to import. The import page shows an estimated time before you start. Let the import complete -- you'll receive a notification when it's done.

General Tips

• Check the notification bell for error details and job completion updates.
• Test connections before using them. Both store and blog connections have a test button.
• Refresh the page if the interface seems stuck. Your data is saved automatically.
• Contact support through the chat widget if you can't resolve an issue.