An AI assistant cannot connect, or its requests are refused

Most refused requests come from the endpoint switch in Settings being off. After that it is usually an expired key, a reused confirmation link, or a cancel correctly waiting on the buyer.

Check these in order

1. The endpoint is off.

   Until "Let shoppers manage subscriptions through AI assistants" is on in Settings, every agent request and the offer feed are refused. This is the first thing to check.

2. The shopper was not logged in when they created the key.

   Keys are minted against the logged-in buyer's own subscription. A signed-out visitor cannot create one.

3. The key expired.

   Assistant keys last 30 days. Creating a fresh one from the portal takes a moment.

4. A confirmation link was reused.

   Confirmation links are single use and valid for 30 minutes, and are rejected if replayed as an access key. Ask the assistant to make the request again.

5. The request was a cancellation.

   Unless auto-apply is on, a cancel is answered with a confirmation link rather than being applied. That is the intended behavior, not a failure.

6. The request was a product swap.

   Swapping a product is not available through an assistant yet, so the request is refused.

How to fix it

Switch the endpoint on under Settings → Agentic subscriptions and save. For an expired or lost key, the subscriber opens the portal, taps Create assistant key again and pastes the new key into their assistant. Check the Recent agent activity list on the Agentic page to see exactly why a request was refused.

If it still is not working

Send us the details from Still stuck and we will read your store's own logs.