Troubleshooting AI Connectors
Use this guide to resolve the most common issues when connecting or using an AI assistant with POSaBIT AI Connectors.
The POSaBIT Connector Doesn't Appear in My Assistant
- If your AI Assistant organization admin added the connector for you, log out of your AI assistant and log back in, or fully restart the AI assistant desktop app.
- Confirm the connector was added using the exact address from Settings > AI Connectors in the POSaBIT web portal.
- Check that your AI assistant plan supports custom connectors.
I Can't See AI Connectors in the POSaBIT Portal
- AI Connectors may not be enabled for your account yet. Contact POSaBIT Support to confirm availability.
- In the Merchant Portal, the AI Connectors page only appears if one of your Merchant Portal employee groups includes the AI Connectors permission. Ask a merchant manager to check your groups under Settings > Employee Groups.
I Can't Choose My Merchant When Connecting
- The merchant option only appears if you have Merchant Portal access. If your Merchant Role is set to No Merchant Access, ask a merchant manager to change your Merchant Role on your employee profile.
- Employees with merchant access can connect at the merchant level even if they're assigned to only one store, or to no stores at all.
- If you only have access to individual stores, choose a store instead and add a separate connector for each location.
My Assistant Asks Me to Sign In Again
- Connections stay signed in for two days and renew while in use. If you haven't used the connector recently, sign in again when prompted.
- Connectors unused for 15 days are revoked automatically. Reconnect by following How to Connect Your AI Assistant to POSaBIT.
- If your portal access was removed, your account was deactivated, or your Merchant Role was changed to No Merchant Access, your connector stops working. Ask your manager to restore your access, then reconnect.
My Assistant Says It Can't Access a Report
- Your assistant has the same permissions you have in the POSaBIT portal. If you can't open a report in the portal, your assistant can't use it either.
- For a merchant connector, this is controlled by your Merchant Portal employee groups. If you're in more than one group, your access adds together. See Merchant Portal Employee Groups Overview.
- Go to Settings > AI Connectors and select your connector to see which tools it is granted and which portal permission controls each one.
- Ask your manager to update your employee permissions or groups if you need access.
My Assistant Is Looking at the Wrong Store, Merchant, or Brand
- Each connector is locked to the one store, merchant, or brand chosen when you connected.
- To compare several stores, connect at the merchant level instead of adding a connector for each store.
- To read a different account, add a second connector in your assistant and choose the other store, merchant, or brand when you sign in.
Results Are Missing, Empty, or Seem Out of Date
- Ask again using exact dates (for example, "September 21 to September 27") instead of phrases like "last week."
- Today's sales may not be available yet. Ask your assistant what the most recent date in the data is.
- Compare the answer against the same report in the POSaBIT portal. If the numbers don't match, contact POSaBIT Support with your question and the date range used.
My Assistant Says the Service Is Busy or to Try Again Later
- Each connector can make up to 30 requests per minute and 300 per hour. Wait a minute and try again.
- Large reports can take longer to run. Try a shorter date range, or for a merchant connector, ask about fewer stores at a time.
- If the service is temporarily paused, your assistant will be told to retry in about five minutes.
Still Need Help?
- Contact POSaBIT Support and include your store, merchant, or brand name, the AI assistant you are using, the question you asked, and roughly when you asked it.
