FAQ and troubleshooting
The ten situations agents hit most often, in the order worth checking them.
I am not receiving buyer messages
- Check on Shops that the shop reads authorized and not expired;
- If the status is fine, hit the sync button in the conversation list;
- Confirm your account has access to that shop (an operator needs the assignment made in Team);
- If messages still do not arrive, contact us with the shop name and roughly when.
I cannot send a message
- Check whether the channel allows that type — TikTok Shop supports neither emoji nor video, and stickers are Shopee-only;
- On Mercado Libre a listing question can only be answered once;
- Platforms may close the sending window on conversations idle for a long time — that is their rule;
- An expired authorization also blocks sending: reauthorize under Shops.
The AI is not replying
Check in this order:
- AI reply is switched on for that shop (the control is per shop);
- Balance on Credits and billing has not run out;
- Someone replied recently — after a human reply the AI stays silent for 30 minutes;
- The latest message in the conversation is from the buyer — if not, the AI will not speak first;
- The AI decided there is nothing to answer, or that the case needs a human — the latter shows up in to-do.
It says no permission, or I cannot open a shop
Operators start with no shop permissions. Ask the main account to assign shops under Team. Authorizing shops, managing the team and viewing billing are main-account only.
This shop is already bound to another account
An authorized shop enters a three-month binding lock and cannot be authorized by another account during that time; deleting the shop does not release it early. If the shop really is yours, use the original account or contact us. See Managing shops.
I cannot find an order / only 15 days are available
Shopee caps date-range queries at 15 days — an API restriction. For older orders, slide the window back (still 15 days at a time) or use order-number search, which has no date limit. See Orders page.
I cannot page through products / there is no total
TikTok Shop product lists only offer previous / next: the platform exposes only an opaque cursor, so there is no total and no page jumping. Shopee and Mercado Libre are not affected. See Products page.
To-do items will not clear / they come back
- A conversation holds at most one open item; further triggers only raise the priority and append the reason;
- After you complete one, if the buyer writes again and a rule fires, a new item is created — that is by design;
- If a certain kind of message keeps landing in the queue by mistake, tighten the keywords under To-do rules (use phrases, not bare words) or disable that rule.
I paid the top-up but the credit has not arrived
Click refresh on the page and wait a moment; payment provider callbacks are sometimes delayed. The system is idempotent and will not credit twice. If nothing arrives after 30 minutes, contact us with the payment time, amount and payer CPF/CNPJ. See Credits and billing.
Still stuck?
Get in touch — we have teams in Brazil and China:
- WhatsApp: +55 11 96424-5631
- China: +86 177 2757 8717
- Website: tfsoftware.com.br