Troubleshooting

AI isn’t working#

• No license, or it ended. The assistant says “AI needs an active license.” Activate it in Native AI → Dashboard; see Activate your license.
• No permission. “Your WordPress role can’t use AI.” — an administrator can give your role Use AI in Settings → Permissions.
• AI switched off for the site. If there’s no assistant at all, check Settings → AI Assistant → AI features.
• Out of credits. See Plans and AI credits.
• Server clock. “Request timestamp is too old. Check the server clock.” — ask your host to synchronize the server’s time.

Every message and what to do: AI and license messages.

My changes don’t show on the site#

1. PublishThe builder saves a working copy; visitors see the last published version. Click Publish (the Page tab marks documents with unpublished changes).
2. Clear page cachesIf your host, a CDN or a caching plugin caches pages, clear its cache.
3. Check the templateIf the change was in a template or Global Block, make sure it was published too, and that the template is switched on and applies to that page.

Styles look wrong on the site#

• After moving the site to a new address, or restoring a backup: Settings → Advanced → Regenerate CSS, then clear page caches.
• If your theme’s styles interfere, check that Settings → Performance → Don’t load the theme’s styles on Native AI pages is on.
• If your host blocks writing files, set Settings → Performance → Page styles to Inline in each page.

A template isn’t being used#

• Is it switched on and published?
• Do its conditions match that page? The Templates screen describes them in plain words.
• Does another template win? Open Native AI → Templates: it tests your templates against real pages and shows conflicts, with a one-click fix. See Templates and where they apply.
• Does the post have its own layout? A custom layout overrides templates for that post. See Native AI and WordPress posts.

Popups don’t appear#

• Is Settings → Popups → Show popups on the site on, and is the popup switched on and published?
• Frequency: if you’ve already seen it, it won’t show again for a while. Turn on Ignore frequency rules for editors while testing, or use a private window.
• Automatic popups per page view (2 by default) and the pause between popups limit how many open by themselves.
• Add ?nai_popups=debug to the page address: as an editor you’ll see why each popup did or didn’t open, with Open now and Reset.

Analytics isn’t counting#

• Administrators aren’t counted by default — visiting your own site while signed in shows nothing. Use a private window, or Test this browser and look at Debug.
• Browsers that send Do Not Track or Global Privacy Control aren’t counted (by default).
• If Wait for consent is on, nothing is counted until visitors consent.
• Open Analytics → Health — it checks the script, the endpoint, the tracker on your home page and the last event received. A caching or optimization plugin that removes or delays scripts can stop the tracker.

Emails don’t arrive#

Form notifications and scheduled reports are sent with WordPress’s own mail. Many hosts deliver it poorly.

• Install an SMTP plugin and connect it to a mail service; Native AI’s emails go through it automatically.
• Set Settings → Forms → Emails come from to an address on your own domain.
• Check spam folders.
• Submissions are always saved in Native AI → Forms, and the Action log shows email failures. Scheduled reports show failed deliveries in Reports → Deliveries, with Resend.

Scheduled reports are late#

Schedules run on WordPress’s scheduled tasks, which run when someone visits the site. On a quiet site, ask your host for a real cron job that loads wp-cron.php every 5–15 minutes:

*/10 * * * * curl -s https://your-site.example/wp-cron.php > /dev/null

A snippet broke the site#

A snippet that causes a fatal error turns itself off. For anything else, turn on safe mode: from Code Snippets → Safe mode, with ?nai_safe_mode=1 as an administrator, with your recovery link, or by adding define( 'NATIVE_AI_SAFE_MODE', true ); to wp-config.php.

Integrations stopped working#

• Look at Native AI → Forms → Action log for the error (authentication, timeouts, mapping).
• Open the connection in Integrations and save it again — saving tests it.
• If every integration and data source stopped at once, the encryption key probably changed: NATIVE_AI_SECRET_KEY in wp-config.php, or the site’s salts if there’s no key. Enter the secrets again.

The builder won’t load#

• The builder talks to WordPress through its REST API. Security plugins or firewalls that block the REST API for signed-in users stop it — check Tools → Site Health for REST API errors.
• The status bar should say WordPress connected.
• Try a private window, to rule out browser extensions.

Getting help#

When you contact us, include your Native AI version (Plugins screen), your WordPress and PHP versions (Tools → Site Health → Info), what you did and what you expected, and any message you saw. Settings → Advanced → Debug mode adds HTML comments naming the templates used, which helps with template questions. The Site Reports Errors section groups recent failures with details.