Troubleshooting
Common issues and how to fix them.
Extension not responding to messages
- Check that Reply to buyers is switched on, at the top of the AI tab. When it is off, an amber banner says so across your dashboard.
- Check that the extension is enabled in Chrome and has the correct UUID entered
- Go to facebook.com/messages and click the Marketplace tab in the sidebar
- Make sure you are logged into the correct Facebook account
- Check that your message limit has not been exceeded (visible in the floating panel)
- Verify your PilotAgent subscription is active in your dashboard
- Try disabling and re-enabling the extension
AI responses seem inaccurate or generic
- Add more product listings with detailed descriptions and correct prices
- Fill in all four tabs of the Profile Builder (Business, Communication, Policies, Advanced)
- Be more specific in your business description and custom instructions
- Test different scenarios in the AI Playground before going live
- Check that your listings are up to date (remove sold items, update prices)
- If your agent says it will confirm something, that answer is not in your listing or instructions yet. Add it and your agent will answer it next time.
Leads not being captured
- Verify you have an active paid plan (lead capture is included on all paid plans)
- Lead capture happens automatically when buyers share contact details in conversation
- Check the Leads section of your dashboard to make sure they are not already there
- Leads from the same buyer are deduplicated, so a repeat buyer will not create a new entry
Per-chat pause not working
- Make sure you are pausing from either the dashboard toggle or the extension floating panel
- Pause state is per-conversation. Check that you are pausing the correct chat.
- Refresh facebook.com/messages after pausing from the dashboard
- Verify the extension is connected (green status indicator in the floating panel)
- If your agent stopped replying in one chat, check Chats: it pauses a chat when you reply there yourself or when the buyer shares their number. Press play to hand it back.
Webhook deliveries failing
- Check that your webhook URL is correct and accessible from the internet
- Verify your receiving endpoint returns a 200 status code
- Check the webhook delivery log in your dashboard for error details
- PilotAgent retries failed deliveries automatically with exponential backoff
- If using Zapier or Make, confirm your Zap or scenario is turned on
Account and billing issues
- Check your subscription status in the dashboard General tab
- Payment is handled through LemonSqueezy. Check your payment method there.
- Use the Forgot Password link on the login page if you cannot access your account
- Check your spam folder for billing emails from PilotAgent
Still need help?
If these solutions do not resolve your issue, reach out to our support team.