When you connect StoreAgent to your store, it starts adding your products and pages to your AI Chat’s memory so the bot can answer questions about them. You can watch this happen as a count in your WordPress dashboard. Sometimes that count stays at 0, or it starts and then stops partway. This guide explains why that happens and how to get it moving again.
It helps to know how the sync works first. StoreAgent reads your published products and pages from WordPress and sends them to StoreAgent in small batches in the background. It does not visit or crawl your website the way a search engine does. So a stuck count is almost never about your sitemap, whether your pages are public, or your page cache. The cause is usually on the sending side: your plan, your connection, or the background tasks that do the sending.
Where to check the sync progress
You’ll find the sync status on the AI Chat settings page, under the Post Types tab. Each post type, such as Products and Pages, shows a count such as 18/18. The count shows how many items are indexed out of the total.
The General tab also shows your overall progress, just below the Enable Chat Widget toggle. While indexing runs, this line shows the percentage done and the item count, for example “45% done (90 of 200 items)”. When indexing finishes, it changes to Your AI Chat is ready.
Why the count can stay at 0
Work through these in order. The first three cover the most common reasons. Before you start, go to Plugins and update StoreAgent to the latest version.
1. Check your plan has room to add items
Adding products and pages to memory uses your plan’s vector items. If your account has no active plan, or you have reached your plan’s limit, the count stays put. To check your plan:
- Go to StoreAgent → Settings and open the Connection tab.
- Click Re-fetch account connection data.
- Check your plan status and the Plan Limits & Usage table.
- If you’re at your limit, upgrade or renew your plan, or free up items.
When your plan limit stops an upload, StoreAgent pauses syncing and tells you. You’ll see a notice called StoreAgent: AI Memory Syncing Paused with a View account button. It says: “StoreAgent has paused syncing your catalog because your plan limit was reached. Check your account to renew or upgrade, then syncing resumes automatically.”
The notice shows on your WordPress Dashboard and Plugins pages, where you can dismiss it for a week, and on the StoreAgent settings pages. After you upgrade or renew, click Re-fetch account connection data and syncing picks up again on its own. You don’t need to click Sync Now. If you don’t re-fetch, StoreAgent still checks your plan once a day and resumes then.
2. Make sure your store is still connected
The sync only works while your store is connected to your StoreAgent account. If the connection has dropped or the credentials are no longer valid, the count does not move.
- Not connected: StoreAgent shows the Connect to StoreAgent screen. Click Connect to StoreAgent and follow the steps.
- Connected: go to StoreAgent → Settings and open the Connection tab. It shows You are connected to StoreAgent. Click Re-fetch account connection data to refresh your account details.
If the sync-paused notice says your store credentials need to be re-synced, reconnect your store. Syncing then resumes automatically.
3. Turn on at least one post type for AI memory
If no post types are enabled for AI memory, there is nothing for StoreAgent to add, so the count stays at 0. On the AI Chat settings page, open the Post Types tab and switch on the content you want the bot to know about, for example Products and Pages.
4. Check your scheduled tasks are running
If you see Indexing needs attention on the General tab of the AI Chat settings, wait a couple of minutes first. A paused sync normally restarts by itself. If it doesn’t, click Resume indexing in that notice.
- Paused: the notice says “Indexing paused before it finished. It should resume by itself within a couple of minutes. If it does not, click Resume indexing.”
- Some items failed: the notice says StoreAgent will retry them automatically, and may show roughly how long that will take. Click Resume indexing only if you want to retry now instead of waiting.
Why it happens: the sync runs through WordPress’s background task system (WP-Cron and Action Scheduler), and on some hosts these can stall. StoreAgent checks the queue every couple of minutes and restarts it. It also nudges the sync along while you’re active in the WordPress admin, so keeping an admin tab open for a few minutes can help it catch up.
5. Check your server is not blocking outbound connections
Because StoreAgent sends your content out to its service, your store needs to be able to make outbound connections to StoreAgent. A server-level firewall, or a security plugin that blocks outgoing requests, can stop the upload before it leaves your site. If you use a security plugin, or your host runs an outbound (egress) firewall, make sure outbound requests to StoreAgent are allowed.
6. Force a fresh sync
If everything above checks out but the count still looks wrong, trigger a fresh sync:
- One post type: on the Post Types tab, click the circular-arrow icon (Sync Now) next to that post type.
- Everything: if the Indexing needs attention notice shows on the General tab, click Resume indexing in it. This clears the retry timers and schedules every enabled post type again straight away. The button only appears while that notice shows.
- Everything, without the notice: go to StoreAgent → Settings and open the Tools tab. Under Clear Post Data Hashes, click Clear Post Hashes, then Yes, Clear Hashes. Every item uploads again during the next sync, and the chat widget can stay hidden until indexing is ready. You can run this once an hour.
Chat answers or the connection failing after setup? Check inbound access
This is a different problem from the sync count, but it often shows up at the same time. Your AI Chat’s answers rely on StoreAgent being able to reach a few endpoints on your site under /wp-json/storeagent-ai/. If a firewall, a security plugin, or a Cloudflare rule blocks those paths, you may see errors such as a 403 on requests to /wp-json/storeagent-ai/ in your access log, and the bot may fail to answer even though your products synced fine. To fix it, allow (whitelist) the /wp-json/storeagent-ai/ path in your firewall, security plugin, or Cloudflare rules.
Still stuck? Contact support
If you have worked through all of the above and the count still won’t move, get in touch and we’ll take a look. It helps to tell us your store URL, your plan, and what you see on the Post Types tab (the count, such as 18/18).
Related: How StoreAgent AI Memory works and How the AI Chat Bot accesses your product data.
Need help?
If you have a question or run into any issues, we’re here to help.
- Premium users: Open a support ticket
- Free users: Visit our community forum
