Troubleshooting & known issues

If something isn’t working the way you expect, start here. Most issues come down to a connection detail, a plan gate, a balance, or a Run still in flight.

Catalog didn’t sync

Open the connection and reconnect. WooCommerce and Shopify both connect by approval rather than by pasted keys, so a failed sync is usually an approval that was never completed, or access revoked on the store side — running the connect flow again fixes both. Magento needs its store URL and a valid Admin Integration access token; if the token was rotated, paste the new one. Connections are available on Brand and above, so also check your plan still includes one.

A generation is stuck or failed

A Run moves queued → processing → success or failed. A failed Run can be retried — start it again from where you launched it, and it costs you nothing, since a failed Run does not spend credits. Under heavy load, a Run may sit queued behind your concurrency cap until an earlier one finishes; that’s expected, not an error.

Not enough credits

The Generate button tells you before a run starts, rather than failing one halfway through: if your balance can’t cover the run you’ve configured, it says so and offers an upgrade. You can also make the run cheaper — fewer results, a shorter video, or a lower resolution — and the number on the button updates as you do. Allowances renew with your billing period.

A store publish didn’t land

Publishing needs two things: a connected store, and an image that belongs to a product — that’s what tells Mocart where to put it. Video and 3D take a moment because your store processes them after they arrive, so “processing” is normal. If it fails, retry from the same menu; nothing on your store has changed at that point.

My embed isn’t showing

Embedding is a Performance-and-above feature, and the creative has to be approved before it serves. Confirm the creative is approved and your plan includes embedding, then re-copy the embed link — an old snippet can point at the wrong asset. For a still image on a product page, you don’t need an embed at all: publish it back to your store instead.

I can’t deliver to Instagram / Meta Ads

Confirm the Meta connection, selected account or page, and the format requirements of the placement you picked — each one accepts particular aspect ratios. If the creative does not fit the destination, use export, an embed, or publish it to your store while you adjust it. See Delivery for the delivery paths.