Troubleshooting: keys, feed, tracking, ads and plans

Start with whichever problem matches what you see. Home's health section ("Everything your ChatGPT ads need") checks your ad account, pixel, sales tracking and feed every few minutes, and each problem there has a button that takes you to the fix.

"OpenAI didn't accept that key"

The Advertiser API key is wrong, was deleted in Ads Manager, or isn't an Advertiser API key.

1. In ChatGPT Ads Manager, open Settings, then General, scroll to API Keys and click Create New Key. Copy it right away: OpenAI shows it only once.
2. Make sure it's the Advertiser API key, not a conversion key. Conversion keys are a separate list under Manage conversion keys.
3. In the app, go to Settings → ChatGPT Ads, click Change next to Advertiser API key and paste the new key.

If the message says "OpenAI didn't answer just now", the key may be fine: try again in a minute.

For the Conversions API key, the message is "OpenAI didn't accept the test event. Check the key." Create a new key under Conversions (the key icon next to Create) and paste it on Tracking → Change keys.

Products are rejected or "Can't be sent"

• Can't be sent on the Feed page counts products OpenAI would reject: no photo or no price. Products that aren't on your Online Store can't show either. Fix them in Shopify; the Products page lists them under Why some products can't show, and the feed goes again on the next send.
• OpenAI rejected N rows of your last product upload means OpenAI turned down part of the file. The Products page says which field (price, image, title, product link, barcode…). Fix it in Shopify and the products go again in the next send, every night. To send right away, click Send feed now on Feed.
• Sold-out products don't show in ChatGPT. Restock, or allow selling when out of stock in Shopify.
• Your plan's product limit: past it, the rest of your products wait. See Plans, trials and limits.
• "Feeds aren't switched on for this ad account yet": OpenAI turns feed uploads on per account. Until then, add the app's feed link in Ads Manager by hand (Tools → Feeds → Create Feed → Hosted URL). Ask OpenAI support to switch on feed access to have it sent for you.

More in Product feed and markets.

The pixel isn't found on my store

1. Open Tracking. Under Pixel on your store, click Turn on in theme.
2. In the theme editor, switch on ChatGPT Ads pixel under App embeds and click Save.
3. Back on Tracking, click Check again.

Password-protected store? That's expected, for example on a development store. The app can't look at a store behind a password, so this step stays pending and turns green once the store is open. Switch the embed on anyway.

Orders are counted through the Conversions API either way. The pixel adds visits and product views.

Events aren't reaching OpenAI

Open Tracking and check each step:

• Conversions API isn't added: add your key, or orders blocked by browsers aren't counted.
• Click Send a test. If OpenAI doesn't accept it, check your Conversions API key.
• Events reaching OpenAI shows none in the last 48 hours: events start as shoppers visit and buy. A quiet store may simply have had no orders.
• Under Latest orders, each order says Sent to OpenAI, Sending in a few minutes, Didn't go through, or Not sent (test, POS, or before tracking). Test, POS and draft orders are never sent.
• Home says "OpenAI refused the last N orders we sent": your Conversions API key no longer works. Add a new one.
• Tracked events this period says Limit reached: add-to-carts and checkouts wait until the next period. Orders still go.

The pixel respects your store's cookie banner: nothing is measured in the browser until a shopper allows it. So the pixel's numbers are always lower than your total visits. See Tracking: pixel and Conversions API.

Sales are counted twice (another ChatGPT pixel app)

If Tracking says Another OpenAI pixel is on your store, a theme snippet or another app adds OpenAI's pixel too, so visits may count twice. Remove the other one and keep the app's:

1. If another app added it, turn off that app's pixel (or its app embed in the theme editor), or uninstall it.
2. If it's a snippet pasted into your theme code, remove the snippet.
3. If the other app also sends orders to OpenAI from its server, turn that off too.
4. Run the checks again from Settings → ChatGPT Ads → Run checks.

OpenAI rejected an ad

• Home says "OpenAI rejected the ad in [campaign]", and Ad titles marks the ad Rejected. Check the products in it (Products → Check before advertising): ChatGPT's ad policies limit or forbid ads for some products, such as weapons, tobacco and vapes, alcohol, adult products, gambling and strong health claims. Turn their ads off if they don't belong in ads, then change the ad to send it for review again.
• Ads can't show on Home is an account-wide reason OpenAI gives, such as a brand review that didn't pass or a missing account logo. Click Fix in Ads Manager. You can launch campaigns meanwhile, but ads start only once the review passes.

See Create ads and ad titles.

The agent isn't suggesting anything

• It needs a day of results. The agent writes its first note after your ads have run for a day, then every morning. Press Check now on Agent to look right away.
• "Nothing to change today" is a real answer: the agent keeps watching.
• Is it set to Manual? In Manual the agent stays quiet (your own rules still run). Check Agent → Settings, and that the skills you want are on in Skills.
• Locked or manual campaigns and products are never touched.
• No monthly budget? The agent never raises budgets until you set one in Settings → ChatGPT Ads.
• Your plan: Free has the basic skills only; Starter and up have every skill. If your chosen way of working needs a bigger plan, the agent only suggests until your plan includes it.
• AI allowance used: the agent's notes come from your monthly AI allowance, which starts again on the date shown.
• "OpenAI didn't answer this morning": there's nothing new that day. It tries again tomorrow, or press Check now.

See The ads agent.

My plan didn't update after upgrading

After you approve a plan, Shopify sends you back to the app, which confirms the plan with Shopify. Shopify can take a few seconds to catch up. If you see "Shopify hasn't confirmed your plan yet", click Check again. The app also checks your plan again by itself, so it updates within about 15 minutes even if you close the page. Still on the old plan after that? Contact support.

Shopify asks me for a permission

The app installs read-only. A few features ask Shopify for one more permission the first time you use them. You can say no; only that feature waits.

Still stuck?

Click Get setup help during setup, use Settings → Help, or contact support at vosaire.com/contact or support@vosaire.com. Say which store and page you're looking at.