Frequently asked questions

Start with the basics: check the website address, internet connection, cache, access rights and domain status. Then choose the situation below.

Admin Panel Does Not Open

Check that:

• the EasyChat address is correct;
• the website opens over HTTPS;
• EasyChat files were uploaded fully;
• database access did not change after moving the website;
• the administrator has permission to open EasyChat.

If the error appeared after an update, do not delete files or tables manually. Take an error screenshot and contact support.

OpenCart Asks For An Unknown Username And Password

For the first sign-in, do not open EasyChat through a direct address. Return to the OpenCart admin area and click EasyChat in the left menu or Open EasyChat in the module settings. The module should open the admin panel with a secure one-time sign-in; you do not need the generated initial password.

If EasyChat says it cannot save a secure sign-in, return to OpenCart and click the button again. If the error returns, ask your hosting provider to check EasyChat write access or contact support. Do not delete the configuration or tables to obtain a new password.

Version 1.4.0 and newer supports hosts that prevent modules from changing the shared session.save_path and enforce the safe cookie Path=/ and SameSite=Strict policy. Do not weaken those server settings or move EasyChat into the shared PHP session directory. Check only the module version and whether the website can write to its own easychat/log/sessions/ directory.

A safe-mode page appears after an update

The first upgrade of an older installation may temporarily stop only EasyChat entry points for about four minutes. OpenCart and the storefront remain available. Stop old EasyChat background jobs, wait until the time shown on the page, then click the safe update action in the OpenCart module again. Do not delete files while waiting: after a terminal error the module restores the previous working version itself.

Installation Error

If installation stops while preparing EasyChat data, create a backup first and save the exact error message. You may install the latest package over the current files and open the module again, but this does not guarantee an automatic repair of a partially created or damaged database.

Do not edit the store database manually or delete the EasyChat configuration, its tables or order data. If the error returns, send support a screenshot and describe the installation step where it stopped.

Widget Is Missing On The Website

Check that:

• the widget is enabled in the EasyChat admin panel;
• the widget code is added to a public page;
• you are checking a real website page, not only a preview page;
• website, theme and browser cache are cleared;
• the page domain is allowed for your EasyChat installation.

On WordPress, check for WP-Optimize or other script optimization plugins, especially if only administrators can see the chat. Exclude the original EasyChat script and clear caches: step-by-step instructions and script addresses.

After fixing it, open the website in a new window and send a test message.

Messages Arrive With A Delay

Check the EasyChat background task in the hosting panel. Open the scheduler section in the admin panel and use the command or link shown by your own installation.

Android QR Login Fails

Check that:

• the QR code is fresh and not taken from an old screenshot;
• the phone has internet access;
• the app is updated;
• the domain is not blocked;
• the camera can read the QR code without glare.

After successful login, the conversation list should open.

Notifications Do Not Arrive

Check that:

• notifications are allowed in Android or the browser;
• the phone does not restrict EasyChat with battery saver;
• the operator is logged in to the app;
• the free push limit has not ended;
• a new test message was sent.

No admin sound or the sound is too quiet

Open the compact sound control near the profile and press the sound test. Use the vertical slider for volume. The music-note button opens four tones: Classic is the default, while Clear is easier to hear in a noisy room. The selected tone, volume and mute state are saved only in the current browser and do not change another operator’s settings.

MAX, Telegram, VK, Avito Or Youla Problems

Check the card for the required integration:

• the connection shows a green status;
• the key or access details are copied fully;
• the website is available over HTTPS;
• the background task works if this channel needs it;
• diagnostics are enabled only while checking.

Do not send support keys, tokens, SMS codes or private customer messages.

Payment, License Or Domain Did Not Update

Open the customer cabinet and check:

• purchase status;
• correct domain;
• latest payment;
• purchase-check button if it is shown in the app or cabinet.

Send support the order number and domain. Card details and confirmation codes are not needed.

What To Send To Support

Include:

• website domain;
• EasyChat version, if visible;
• where the problem happens: admin panel, app, cabinet, widget or integration;
• what you have already tried;
• a safe error screenshot.

Database or logs use too much space

Open Settings → Cron → Storage and maintenance and select Check status. EasyChat shows its table sizes, job queue, and any reason indexing is paused. Measurements are refreshed at most once per minute.

Maintenance runs automatically with Cron. Successful jobs are kept for seven days without their payload; failed jobs for 30 days. Logs have size limits and old archives are removed. Conversations and manually added knowledge are not deleted based on age.

If indexing is paused because the AI connection is not configured, check the key in settings. EasyChat avoids creating thousands of jobs that cannot run. Conversations and regular CMS product search continue to work.

Delete expired jobs removes a small batch of expired technical history after confirmation. Allow automatic maintenance time to clear a large backlog. The database file may not shrink immediately: freed space can be reused.