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Help center › Troubleshooting

Troubleshooting

Plain fixes for the most common problems.

Connecting the shop

"The Webservice is switched off"	Back office → Advanced Parameters → Webservice → "Enable PrestaShop's webservice" = Yes → Save.
"PrestaShop's API wasn't found"	Turn on Friendly URLs (Shop Parameters → Traffic & SEO). Your host must allow URL rewriting (`.htaccess`).
"PrestaShop refused our key"	Copy it again, no spaces; check its status is Yes. Some hosts hide the sign-in header: Pridly tries two methods; if both fail, ask your host.
"Your key can't read …"	Open the key and tick View (GET) for the resources named.
"Your shop address must start with https://"	Enable SSL (Shop Parameters → General) and get a certificate from your host.
"Your shop took longer than 20 seconds"	Slow hosting. Try again later, or ask your host.

Changing things

"This key is view-only"	Open the key and tick Modify, Add and Delete (see key permissions).
"This product has several formats (variants)"	Prices work for products with variants; stock for them must be changed per format in the back office.
"The status changed but PrestaShop could not send its e-mail"	Your shop's e-mail isn't set up (Advanced Parameters → E-mail). The status was still changed.
"…can't send a note to the customer"	PrestaShop's API only allows private notes. Write to the customer from the back office.
"Order changed since the preview"	Someone edited it meanwhile. Nothing was applied; ask for a new preview.
"That preview expired"	Previews last 15 minutes. Ask again.

Claude and your account

Pridly isn't listed in a chat	Click + → Connectors and switch Pridly on. If it is missing, remove it and add it again (steps).
The sign-in link didn't arrive	Check spam. Links work once and expire after 15 minutes. Request a new one.
"Your Free plan allows …"	The Free plan covers one shop, 30 days of history and 5 order updates a month. See plans.
Numbers look different from the back office	Pridly uses paid orders and excludes VAT in revenue questions; "net" subtracts refunds. Cancelled and unpaid orders are not counted.

Still stuck? Write to us.