Questions and answers

When something doesn't work, start by asking Claude, or pick the ready-made job Help and first steps:

Check the shop's settings and health and tell me about any warnings.

Connecting

Claude says it can't reach my shop.

Check that you pasted the whole connector address, including the part after ?token=. In the module's Start card, check that the connector is switched on and click Test the connection again. If the test fails, your hosting or a firewall may block Claude: send your developer or host the technical troubleshooting page.

It worked yesterday, today Claude gets an error.

Someone may have generated a new connector address in the module. The old one stops working at once. Copy the new address and update the connector in Claude (Settings > Connectors).

The service connector stopped working.

It expires on its own after 30 days, and it works only while Design and deployment, Modules or Service mode is switched on. Service mode itself switches off after the time you chose. Generate a new service address or switch the area on again.

I lost my connector address.

It is shown only once, for safety. Generate a new one in the module settings and update the connector in Claude.

Does it work with a test copy of my shop on my computer?

Not with Claude.ai in the browser. It works with Claude Desktop or Claude Code on your computer. Ask your developer to set it up.

Changes

Claude made a change, but I don't see it in the shop.

Read-only mode may still be on. Then Claude can't save anything. Open the Scope of work and permissions card, choose Read and change under Working mode and click Save scope of work. Ask Claude again; it will show a new preview.

Claude says it can only read, even though read-only mode is off.

Check the Licence card. Without a valid licence key the module works like the free Audit: read only. If you use the free TellMyShop Audit package, it can't make changes at all; Claude tells you what a licence would unlock. See Licences.

Claude says it can't change prices, promotions or shipping.

The Sales switch is off. That is the default. Turn it on in the module settings, and off again when you're done.

Claude refused a price change of more than 30%.

That's a safety rule. Large price jumps are often mistakes. If you really want it, tell Claude, for example: "Yes, I confirm the 40% increase." Claude will then show a preview with your extra approval.

I created a discount code, but customers can't use it.

New codes start switched off, so you can check them first. Ask Claude: "Switch on the code WELCOME10."

How do I delete a discount code?

You can't delete it through Claude, only switch it off. Ask: "Switch off the code WELCOME10." If you really need to delete it, do it in the back office (Catalog > Discounts).

Claude added a product, but customers can't see it.

New products, copies, categories and pages start switched off, so you can check them first. Ask Claude: "Switch on the new product" or do it in the back office.

Claude says the preview has expired.

A preview is valid for 30 minutes. Ask Claude to show it again.

Claude says the data changed since the preview.

Someone, or an import, changed the same product after the preview. Ask for a new preview, so you approve what is there now.

Claude asks which language to use.

Your shop has several languages, and Claude writes one language at a time. Tell it, for example: "Write in English." To fill in all languages, use the ready-made job Translate my store.

I want to undo a change.

Ask: "Undo the change you made to the Sofas category." Claude shows a preview and restores the earlier version after your yes. If you edited the same thing by hand later, the preview tells you, and undoing it overwrites your edit. You can also see recent changes, and undo them, in the Change history and undo card.

Can I give Claude my own rules, like the tone of descriptions?

Yes. In the Settings: security, alerts, limits card write them in the Your shop rules for Claude field, one per line (up to 1000 characters in total), for example "We address customers informally", "Never use the word cheap". Claude receives them on every connection. The preview and your approval before saving always apply.

Why does Claude say more about prices than about descriptions?

That's the TellMyShop standard: the higher the risk, the more Claude says. For texts, "before, after, save?" is enough. For prices, promotions, shipping or the look of your shop, Claude shows a short risk card: who it affects, what could go wrong and how to undo it. More in Security and privacy.

Customers and their data

Claude says it can't see customer messages.

Two things are needed: the Customer service tick box in the Scope card, and customer data access set to Pseudonymised or higher in the Customer data (GDPR) card. See Your customers' data.

Does Claude send replies to my customers?

No. Claude writes a draft and saves it as a private note in the conversation. The customer doesn't see it. You or your team read it, edit it and send it from Customers > Customer Service.

I turned on full access to customer data. When does it end?

At the time you chose (1 to 24 hours). Then it goes back to the previous level on its own. You can end it earlier in the Customer data (GDPR) card.

How do I see who turned on full access to customer data?

In the Customer data (GDPR) card click Download audit log (CSV). The file lists who turned on full data access, service mode, blocks and the licence, and when. The audit log can't be cleared from the panel.

Do I need to back up anything extra for customer data?

Yes, one file. The change history and file backups are encrypted with a key kept in a file outside the database. Back up that key file together with your server backup, and keep the copy somewhere safe. Without the key, encrypted changes can't be undone after restoring the server.

Emails from the module

I got an email that a safety setting changed.

The module emails the owner whenever someone loosens a safety setting: read-only mode off, Sales on, a technical area on, customer data access on, and so on. If it was you, there's nothing to do. If it wasn't, open the module settings, switch it back and generate a new connector address.

I got an alert that module files changed.

Someone changed or added a file in the TellMyShop module. If you just updated the module, update it again from the official ZIP. If not, ask your developer or host to check the server, and write to [email protected].

Can I turn off the daily summary?

Yes, in the module settings. We recommend keeping the alerts on.

Blog, look, modules and pages

Claude doesn't see my blog.

Blog tools work only with the SmartBlog module. If you use another blog module, Claude can't work with it yet.

Claude can't change the look of my shop, or install modules.

These work only through the separate service connector, and only when Design and deployment or Modules is switched on. See Connect to Claude. Ask your developer if you aren't sure.

A theme change broke a page.

Ask Claude (through the service connector): "Bring back the previous version of the product page template." It restores the backup. Then ask it to clear the cache. You can also restore it yourself in the File backups card.

After a technical change the shop shows a blank page.

Open the rescue address you saved when you generated the rescue key, and enter the key. The module brings back the files it changed and switches service mode off. It doesn't undo database changes. If you have no rescue key, ask your host to restore the files from a backup.

Can Claude add redirects for old addresses that return "not found"?

Yes, with a licence. Ask, for example: "Redirect /old-sofa to the Sofas category." Claude shows a preview first. It only redirects addresses that really return "not found", only to pages that work, and never in a chain or loop. Every redirect can be undone, and you can ask Claude to switch one off. The free Audit can list the redirects you already have. The ready-made job Fix broken links finds such addresses for you. Claude also redirects automatically when it changes a page address or switches off a product.

The "page not found" report is empty.

It needs the PrestaShop statistics module "Pages not found". Turn it on in Module Manager. It collects data from that moment.

Limits and permissions

Claude says it has reached a limit.

Claude has reached the hourly limit on actions or changes. Wait until the time Claude gives you and continue, or raise the limits in the Settings: security, alerts, limits card. Big jobs are better split over a few sessions.

Will a big job fit in my limits?

Ask Claude before you start, for example "Will 300 product descriptions fit in one session?". Before any job on more than about 20 items Claude checks this anyway and tells you in one sentence whether it fits. If it doesn't, it suggests doing it in stages, raising the limit in the Settings: security, alerts, limits card for the duration of the work, or a cheaper way. A batch of up to 50 products saved at once counts as one change. Every preview shows what is left this hour, and a batch of changes never stops halfway.

Last updated: 2026-10-04