Introduction

This guide covers the most common issues users encounter with AIPersonalize360 and provides step-by-step solutions. Most problems can be resolved quickly with these troubleshooting steps.

Installation and Activation

Plugin Won’t Activate

Symptoms:

  • Error message when clicking Activate
  • Plugin shows as inactive
  • White screen or fatal error

Solutions:

  1. Check WooCommerce:
    • Ensure WooCommerce is installed and activated
    • AIPersonalize360 requires WooCommerce to function
  2. Verify PHP Version:
    • Check PHP version is 7.0 or higher
    • Go to Tools → Site Health for version info
  3. Check for Conflicts:
    • Deactivate other plugins temporarily
    • Try activating AIPersonalize360 alone
    • Reactivate other plugins one by one

Settings Page Not Appearing

Solutions:

  • Verify plugin is activated
  • Check you’re logged in as Administrator
  • Clear browser cache
  • Try different browser

Recommendations Not Displaying

Shortcode Shows as Text

Symptoms:

  • Shortcode displays literally: [aipers_product_recommendations]
  • No product grid appears

Solutions:

  1. Ensure plugin is activated
  2. Check shortcode spelling (no typos)
  3. Verify you’re using Shortcode block (not Code block)
  4. In Classic Editor, paste shortcode directly

No Products Showing

Symptoms:

  • Empty recommendations block
  • Title shows but no products

Solutions:

  1. Check WooCommerce Products:
    • Ensure you have published products
    • Minimum 3-5 products recommended
    • Verify products are “In Stock”
  2. Check Settings:
    • Go to AIPersonalize360 → Settings
    • Verify “Show Number of Items” is greater than 0
    • Try increasing the number
  3. Clear Caches:
    • Clear WordPress cache
    • Clear browser cache
    • Try in incognito/private window

Wrong Products Displaying

Symptoms:

  • Random products showing
  • Not personalized
  • Same products for all users

Solutions:

  • Without AI: Expected behavior – shows products based on ratings, sales, discounts
  • With AI: Check Recombee connection and ensure user has browsing history

Recombee Integration Issues

Connection Failed

Symptoms:

  • Error saving Recombee settings
  • Connection timeout messages
  • Recommendations not personalizing

Solutions:

  1. Verify Credentials:
    • Double-check Database Name from Recombee
    • Verify Private Token is complete (no missing characters)
    • Confirm Region matches (us-west, eu-west, etc.)
  2. Test Recombee Directly:
    • Log in to Recombee dashboard
    • Verify database is active
    • Check API limits not exceeded
  3. Check Server Connection:
    • Ensure server allows outbound HTTPS
    • Verify no firewall blocking Recombee API
    • Contact hosting provider if needed

Products Not Syncing to Recombee

Symptoms:

  • Recombee shows 0 items
  • Products don’t appear in Recombee dashboard

Solutions:

  1. Check WordPress Cron:
    • Install WP Crontrol plugin
    • Verify cron events are running
    • Look for AIPersonalize360 sync tasks
  2. Manual Verification:
    • Wait 24 hours for automatic sync
    • Check Recombee → Catalog → Items
    • Products should appear within 1-2 hours
  3. Check Product Status:
    • Ensure products are Published
    • Verify products have required data (title, price)

Events Not Tracking

Symptoms:

  • Recombee shows 0 interactions
  • Views/carts/purchases not recorded

Solutions:

  1. Verify user is logged in (required for tracking)
  2. Check Recombee connection is working
  3. Browse products and check Recombee dashboard after 5 minutes
  4. Look for errors in browser console (F12)

Performance Issues

Slow Page Loading

Symptoms:

  • Pages with recommendations load slowly
  • Delay before products appear

Solutions:

  1. Reduce Number of Items:
    • Lower “Show Number of Items” to 3-4
    • Fewer products = faster loading
  2. Optimize Images:
    • Compress product images
    • Use appropriate image sizes
    • Enable lazy loading
  3. Check Overall Performance:
    • Use performance testing tools
    • Problem may not be plugin-related
    • Consider better hosting

High API Usage (Recombee)

Symptoms:

  • Recombee free tier limits exceeded
  • API quota warnings

Solutions:

  • Reduce number of recommendation blocks per page
  • Implement caching for recommendation results
  • Upgrade to paid Recombee plan
  • Switch to non-AI mode during low priority periods

Styling and Display

Recommendations Look Broken

Symptoms:

  • Products display incorrectly
  • Layout is messy
  • Images missing or wrong size

Solutions:

  1. Check Theme Compatibility:
    • Test with default WordPress theme
    • If works with default theme, theme is the issue
    • Contact theme developer for WooCommerce compatibility
  2. Clear All Caches:
    • WordPress cache
    • Browser cache
    • CDN cache if applicable
  3. Check for CSS Conflicts:
    • Open browser console (F12)
    • Look for CSS errors
    • Check network tab for failed resource loads

Mobile Display Issues

Solutions:

  • Ensure theme is mobile-responsive
  • Test on actual mobile devices
  • Check product grid breakpoints
  • May need custom CSS for mobile optimization

User Experience Issues

Not Personalized for Logged-In Users

Symptoms:

  • Same recommendations for all logged-in users
  • No personalization happening

Solutions:

  1. Ensure Recombee is configured
  2. Verify user has browsing history (minimum 5-10 views)
  3. Allow time for AI to learn (1-2 weeks)
  4. Check events are tracking in Recombee dashboard

Guest Users See Nothing

Symptoms:

  • Recommendations work for logged-in users
  • Empty for guest users

Solutions:

  • This is expected with free Recombee tier
  • Guest tracking requires premium features
  • Consider switching to non-AI mode for guests
  • Upgrade Recombee plan for guest user support

Getting Additional Help

Before Contacting Support

  1. Document exact error messages
  2. Note WordPress and WooCommerce versions
  3. List active plugins
  4. Note theme name
  5. Take screenshots if applicable
  6. Check browser console for errors

Where to Get Help

  • Documentation: Review all documentation articles
  • WordPress.org Support: Search forum or post question
  • PureDevs Support: Contact through official channels

Preventive Measures

  • Keep WordPress and WooCommerce updated
  • Update plugin when new versions release
  • Regular backups before making changes
  • Test after any configuration changes
  • Monitor Recombee dashboard weekly (if using AI)
  • Document your settings and customizations