All help pages
Troubleshooting
Messages you might see in Claude, at sign-in, while setting up or on the upload page, and what to do about each.
Signing in
On Walkoff's sign-in pages, when you connect it in Claude. How signing in works
“If … has Walkoff access, we've sent it a 6-digit code.”
The page says this for every address, so it can't be used to find out who has access. If no code arrives in a few minutes, check spam, then check you used the exact address you were invited with. Still nothing? Ask the person who invited you to invite that address.
“That code didn't match. … tries left.”
Use the newest code: asking again sends a new one, and the old one stops working.
“Too many wrong codes. Start again from Claude.”
Close the window and connect again from Claude. You'll get a new code.
“Too many codes for one sign-in. Start again from Claude.”
Close the window and connect again from Claude.
“We've sent that address a lot of codes this hour. Try again later.”
Wait an hour, then connect again.
“This sign-in has expired, or it was opened in another browser.”
A sign-in lasts 15 minutes and works in the browser that started it. Connect again from Claude, and finish in the window it opens.
“Walkoff doesn't know this app. Remove the connector and add it again.”
Remove Walkoff from Claude's connectors, add it again with the same address, and sign in.
“Too many sign-ins from your network in the last hour. Try again later.”
Lots of people on one office network can hit this. Wait an hour, or connect from another network.
“We couldn't send the email just now. Try again in a minute.”
Wait a minute and ask for the code again.
Setting up from Shopify
In Claude, while it sets your brand up from Shopify. Shopify in Claude
“Walkoff doesn't have …'s store address yet. Ask your Walkoff contact to add it.”
Walkoff reads your products from your store's address. Your Walkoff contact adds it in a minute. Then ask Claude again.
“… doesn't have a Shopify product feed, so it may not be a Shopify store.”
Walkoff reads Shopify's public product feed, which some stores don't serve: a custom storefront (headless or Hydrogen), or a store on another platform. Upload a product export on your upload page instead.
“… is password protected, so its products aren't public yet.”
Walkoff reads only what your store shows shoppers. Ask again once the store is open, or upload a product export now.
“… turned Walkoff away (HTTP …).”
Your store's bot protection blocked the read. Try again later, or upload a product export.
“… is busy right now. Try again in a few minutes.”
Your store asked Walkoff to slow down. Ask again in a few minutes. Anything already read is saved.
“The store has more than … products. Walkoff read the first …”
One import reads up to 5,000 products. For the rest, upload a product export on your upload page.
“Those rows include an email address. Walkoff takes counts only, never names, emails or addresses.”
Claude passed more than counts. Ask it to run Walkoff's two Shopify queries again, exactly as written, and pass only their rows. Nothing was saved.
“The rows look swapped. …”
Claude put the postal codes where the states go. Ask it to try again. Nothing was saved.
“Walkoff couldn't read any rows in …”
Ask Claude to run the two queries again and pass every row, one per line. If Shopify won't run them, check your Shopify account can see your store's reports.
“None of these postal codes are in an area Walkoff maps. It maps the US, Canada and the UK.”
Walkoff maps customers in the US, Canada and the UK. If most of yours are elsewhere, it can't make your fan map yet.
Uploads
On your upload page, for stores not on Shopify.
“We couldn't tell what this file is. The export guides below show the files we read.”
Export the file again following a guide on the upload page, and upload it as it comes out. Renamed or removed columns are the usual cause.
“That's a … Drop it in step 2.”
Products go in step 2 and customers or orders in step 1. The message names the step.
“No rows had a US, Canadian or UK postal code we could read.”
Walkoff maps customers in the US, Canada and the UK. Check the export includes the zip or postal code column. For Klaviyo, include Zip Code and Country.
“No products with a title in this file.”
Use the product export, not the inventory or price export.
“We couldn't read that file. Is it a CSV?”
Export as CSV. If it's a spreadsheet, save it as CSV first.
“This upload link isn't valid.”
The link was replaced or mistyped. Use the newest welcome email, or ask the person who invited you to send it again.
In Claude
In Claude's answers, when it uses Walkoff. For Klaviyo's side, see Klaviyo in Claude.
“No brands are set up for you yet. Ask your Walkoff contact to invite you.”
Your access to the brands you picked was removed, or they were never set up for this address. Ask the person who invited you.
“No brand matches "…". You have …”
Your sign-in doesn't include that brand. If you were invited to it after you connected, disconnect Walkoff in Claude and connect again, then pick it.
“Which brand? You have …”
You can use more than one brand. Name the one you mean.
“… has no fan map yet: it needs its customer counts.”
Ask Claude to set up Walkoff from your Shopify store. Not on Shopify? Upload customers or orders on your upload page. The link is in your welcome email.
“… has no fan map yet, so it has no standout teams. Set it up first, or name a team.”
Set your brand up first, or name a team in your ask.
“No team stands out on …'s fan map, so name a team instead.”
Your customers are spread much like the population, so no territory stands out. Name the teams you care about.
“No catalog yet: import_catalog reads it from the store.”
Ask Claude to update your catalog from your store. Not on Shopify? Upload your product export in step 2 of your upload page.
“Nothing in the catalog is close to the team's colors.”
Name the products you want to feature. build_campaign takes them in products.
“No store address on file, so the email has no links.”
Give Claude your store's address for this campaign, and ask your Walkoff contact to add it for next time.
“Only about … of the brand's mapped customers live in this audience.”
Ask for reach "wide" to include shared markets, or skip the moment.
“This moment is still live.”
Wait for the result. A win brings its own moment, and Walkoff spots it within a minute or so.
“Walkoff hit an error reading its data. Try again in a minute.”
Ask again in a minute. If it keeps happening, check the status page.
Still stuck?
- Status shows whether the engine and every league are running.
- Email hello@walkoff.io, or reply to your welcome email. Tell us what you asked and what you saw. A screenshot helps.