Troubleshooting: fix common problems in Nexus

Find the message on your screen. Each entry says why it appears, what to do and where to read more.

Setup and connection

We couldn't connect to Nexus. Your store is installed and nothing is lost. Nexus could not load your account. Press Try again, then Reload. Then reopen Nexus from Shopify Admin. Details
Shopify store email is missing. Nexus could not read a contact email from Shopify. Open Store details in Shopify Admin and add a shop email. Reload the page, then press Start your setup. Details
A setup error with See details and Retry. Press Retry, or Restart from here on a phase. After repeated retries, Retry becomes Contact support. Details
An ERROR badge on an integration card. The connection expired or failed its health check. Open the card and press Check connectivity. If it fails again, press Disconnect and connect again. Details
Amber warnings on the Meta Ads card, such as No ad account selected, No page connected or No pixel connected. A setup step is still open. Open the card and choose the missing item. Details

Still preparing this view. The page waits for data that is still loading. The panel lists what it waits for. Details
This view can't load yet. Every part the page needs has failed. The panel says whether Nexus retries on its own. If not, contact support.
Importing needs a look. A setup phase failed. The line names the phase, such as Importing, Account setup or Generating insights. Press Retry or Restart from here. If setup shows no progress for a while, Nexus offers Clear and start again. Nothing already imported is lost. Details
A job shows Behind, Failed or Never run. Open Settings > Store Status. The page lists late and failed jobs. Details
A card says Through and a date. The ad data stops before the end of your range. Compare the card only with cards that cover the same dates. Details
A number looks old. Nexus updates it on its own. Open Settings > Store Status and find the row for the source. Read Last run (or Last data), then compare it with Next. A Behind or Failed badge points to a data cause. Details

No store data for these dates yet. A Home card shows no store numbers, because Nexus has no store history or no orders for your range. Widen the range. Nexus connects your store data by itself, and the cards fill once your orders import. Details
Ad metrics cover up to 90 days. Pick a shorter range., No ad data for these dates. or No Google Analytics data for these dates. A Home ad card needs a range of 90 days or less, a connected ad account or Google Analytics 4 data. Details
No orders or sessions were recorded yesterday. Nexus found nothing to report. Yesterday's data is temporarily unavailable. Try again shortly. means the source could not be reached, so wait and reload. If you see Couldn't load Yesterday, press Retry. Details
No active insights right now. The page says you are all caught up. New findings appear as your data updates. For No insights match your filters, select Clear filters. Details
No product scores yet, or No products with recent sales yet. Scoring has not run, or no product sold in the last 30 days. Details
No gateway products yet. Select Compute Relationships. If the tables stay empty, your store has too little repeat-purchase history. Details
No customers to show yet. Nexus has no customer data for your store yet. Your orders may still be importing, so read While your data imports. Details
No segment transitions in this period. Widen the date range. Details

Connect a review platform to measure sentiment. No review platform is connected. Connect a review app or import a CSV file. Details
Last sync failed, Sync interrupted or Connected — no sync data yet. An interrupted sync restarts by itself, and imported reviews stay. After a failure, the bar shows the error. Connected — no sync data yet means the first sync has not delivered reviews. Details
No reviews in this period, or No reviews synced yet. Widen the date range. Or wait for the first sync and select Check review sync. Details
Your reviews don't match any of your products. This notice appears on JTBD Insights. Nexus synced your reviews, but none matched a product in your catalogue. Check that your review account and your store are the same shop. Sync again. Details
Not available yet, or a message that NPS has no data source, on NPS. The message means NPS has no store data source yet. Not available yet means Nexus has not finished setting up your store data. For Couldn’t load this for the selected dates, try a shorter range. For No data for this period, widen the range. Details
No reviews could be imported. Every row of your CSV file was skipped. Nexus lists the reasons by count. Details

An empty Attributed orders tab. This does not prove the ad earned nothing. The tab names the likely cause, such as traffic that carried no ad id, a campaign not set up for purchases or a link to another domain. Details
Deploy Failed. The upload did not finish. The card shows the reason. Press Retry Deploy. A pixel marked Not connected links to Settings > Ad Deployment. Details

You're out of AI credits. Actions that use credits pause, such as new insights. Select Top up. You're running low gives an early warning. Details
A red cost badge, or Upgrade to run this action. The first means too few credits. Nexus opens Buy credits. The second means Nexus cannot run the action as it is. View plans opens the Billing page, which shows the current values. Details
Your purchase is still processing. Shopify has not finished confirming the charge. Nexus adds the credits within the hour. You do not need to act, and you are not charged twice. Details
We're still confirming your plan. Select Check again. For We couldn't confirm your subscription, select Try again. Details
No Billing tab. Your billing is managed outside Nexus. Details

Contact support. Send the page path, what you expected, what happened and a screenshot.