> ## Documentation Index > Fetch the complete documentation index at: https://docs.nextintent.ai/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting > The common questions from the app's own pages: why the card did not show, why a shopper was held back, why a credited order looks wrong, why the sheet says not set, and what to check first. Most questions about NextIntent have a place in the app that answers them: the moment's own page says why the app did what it did, and the facts sheet says where each fact came from. This page lists the common ones and where to look. ## The card did not show Open **Moments** and find the visit by time and page. One of these will be the reason: * **"Stayed quiet: active right now, not paused."** The shopper (or you, testing) kept moving. The app waits for at least 8 seconds of stillness, and longer in most situations. See [The moment](/shopify/how-it-works/the-moment). * **"Stayed quiet: no fact to state."** There was nothing true to say: no free shipping line, no product note, no return window. Fix the fact. See [What it reads from your store](/shopify/getting-started/what-it-reads). * **"Held back to compare."** The random comparison group. See [Held back to compare](/shopify/how-it-works/held-back). * **"Stayed quiet: bought in the last day."** The shopper ordered in the last 24 hours. See [Quiet after purchase](/shopify/how-it-works/quiet-after-purchase). * **"Stayed quiet: in checkout" or "left the page."** The shopper moved on before the card was collected. * **"Left alone, nothing shown."** Messages are off (watch mode), or the sentence was composed but the shopper left before the page picked it up. * **Nothing on Moments at all for the visit.** The app embed is off, or the visit never reached the app. See [Verify it is live](/shopify/getting-started/verify). ## The card showed something wrong Find the moment; the sentence and its source are on the moment page. Every sentence traces to a line on the facts sheet: * A wrong return window: the refund policy has another day count earlier in the text. Put the return window first. * A wrong free shipping amount: the shipping profile's home zone has a different rate, or you changed it and the sheet has not been rebuilt yet. Press **Rebuild** on Settings. * A code you did not want named: offers are on. Set **May a card mention an offer?** to No. ## The sheet says "not set" or "not found" * **Free shipping not set.** The rate in Shopify must be a price-based condition (free over an amount), not a flat \$0 rate. * **Returns not found.** Write a plain day count in the refund policy: "You have 30 days to return an item." * **Offers none active.** The codes in **Discounts** are expired or draft. Only active or scheduled code discounts are read. * **Product notes none yet.** No product has a NextIntent note. See [Product notes](/shopify/settings/product-notes). ## A credited order looks wrong Open the order's moment from **Money → The ledger**. The credit rule is on the page: a sentence was shown, the same shopper ordered within seven days, one credit per order. If the order is credited to a moment where you can see the sentence and the time it was shown, the credit is right by the rule. If the shopper was held back or nothing was shown, the order cannot be credited, and is not. A refund reduces the credited value; see [Refunds and currency](/shopify/billing/refunds-and-currency). ## Messages will not turn on * **"Raise the cap first."** The store is paused at the cap. See [Pause and resume](/shopify/billing/pause-and-resume). * **Shopify's approval page fails.** No payment method for app charges on the store. Add one in Shopify under **Settings → Billing**. See [See your charges](/shopify/billing/see-your-charges). * **"Not connected to NextIntent yet."** The install did not finish. Open **Home**, wait for the sheet to build, and try again. If it persists, uninstall and reinstall. ## The bill does not match Money Money shows the month to the minute; the meter runs once a day. An order credited today is on the bill after the next run. Sum `credited_usd` in the ledger CSV for the billing period and take 5%; see [Exports](/shopify/reports/exports). ## Things look stale The app's pages refresh on their own. If a page seems old, reload it. The sheet is rebuilt on change, on open after 10 minutes, once a day, and on **Rebuild**. ## Related * [FAQ](/shopify/faq) * [Verify it is live](/shopify/getting-started/verify) * [Moments](/shopify/reports/moments)