Troubleshooting
Solve common Kluck errors
Use a focused checklist for connection, Brand DNA, Chat, routine, permission, credit, and payment issues.
Connected store or advertising data is missing
- Open Settings → Connectors and confirm the relevant source shows as connected.
- Verify the correct Shopify store and Meta ad account are selected.
- Reconnect a source if its live connection test fails.
- Allow time for the workspace context to refresh, then retry the request in a new Chat.
- Home, Inspiration, and Competitors stay open without connectors; live store, ad, and catalog answers still need the relevant source.
- Contact support if a successful reconnection still produces no current data.
Brand DNA is missing or still generating
- Add a storefront URL or connect Shopify so Kluck has a brand source. Status reads Generated when Shopify connects until that run finishes.
- If Brand DNA looks like only a palette and a generic name, it is still a provisional draft—connect Shopify, then wait for generation.
- Open Brand Assets → Brand DNA and wait if Collecting storefront signals is still running.
- After Meta is connected, owners and admins can choose Refresh from pages, then Save DNA.
- If generation repeatedly ends without a Brand DNA result, contact support.
Chat cannot answer a live store or ad question
- Confirm the relevant source is connected.
- Allow time for connected data to refresh after setup or an account change.
- State the desired time period and account in the request.
- Start a new chat if the existing conversation contains stale assumptions.
Insufficient credits or workspace allowance reached
- Open Settings, then Billing or Usage, and review Recurring free credits, Plan credits, and Usage credits.
- Check whether the active workspace has a monthly allowance.
- Ask an owner or admin to buy usage credits or adjust the workspace allowance.
- After payment, wait briefly for the balance to update and refresh the page.
You do not have permission
- Confirm you are in the correct organization and workspace.
- Check whether the action requires owner or admin access.
- Ask an admin to edit Brand DNA, manage Brand Avatars, or resolve a protected approval.
- Ask an owner or admin to manage plans, purchases, and organization access.
Still need help?
Send the team a useful support request.
Include the workspace, affected feature, what you expected, and the error you saw. Never include passwords or access tokens.
Contact supportRelated guides
Troubleshoot Shopify and Meta connections
Resolve expired sessions, missing Meta accounts, revoked access, and incomplete connection setup.
Chat with your Brand Manager
Give clear requests, attach useful context, review creative plans, follow execution, and turn responses into reusable work.
Understand plans, credits, usage, and invoices
Review Recurring free, Plan, and Usage credit balances, understand consumption, change a subscription, and manage workspace allowances.
Contact Kluck support
Reach Kluck support on WhatsApp from Help and support in the app, with enough workspace context to diagnose the issue.