# Troubleshooting Rabbot in Sidekick

> What to do when Sidekick cannot reach Rabbot, answers without it, returns nothing about a product, or shows times that look shifted.
> Category: Ask Sidekick
> Canonical: https://rabbot.ai/docs/sidekick/troubleshooting-sidekick/
> Updated: 2026-09-20

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Six things come up regularly. Here is what to do about each. If none of them matches what you are seeing, email [support@rabbot.ai](mailto:support@rabbot.ai) with the question you asked and the answer you got back.

## Sidekick says it could not reach Rabbot

Sidekick sometimes answers that it could not reach Rabbot, or that it could not confirm who was asking. Ask the same question again in a few minutes. A connection that did not complete is the usual cause, and a second attempt goes through.

If it keeps happening, check that Rabbot is still installed on the store you are looking at, in **Settings > Apps and sales channels**. If it is installed and the answers still will not come, email support@rabbot.ai and say what Sidekick told you.

## "Not enabled in this conversation"

Sidekick is telling you Rabbot is off for that conversation. Turn it on in the composer: choose **Add files and more > Apps**, turn Rabbot on, then ask again. Rabbot stays on for the rest of that conversation.

Starting the question with "Using Rabbot," often has the same effect without opening the picker.

## Sidekick answered, but not from Rabbot

An answer that names no coverage, gives you a score, or talks about sales did not come from Rabbot. Sidekick can answer store questions on its own, and it does not always reach for an app.

Ask again with "Using Rabbot," at the front. If it still answers on its own, turn Rabbot on from the Apps picker as above. A Rabbot answer always says what it checked and what it did not.

## A question about a product ended with no answer

Rabbot needs an exact product to look one up. Ask again with the product title as it appears in your admin, the handle, or the storefront URL pasted in whole.

Asking about "the blue one" or "my bestseller" gives Sidekick nothing to match, and the turn ends there.

## The answer looks out of date

Two things cause this, and they have different fixes.

Rabbot answers describe the last completed check, so a fix you made after that check will not show yet. Wait for the next check on your plan's schedule, covered in [How often Rabbot checks your pages](/docs/monitoring/check-cadence/), then ask again.

The other cause is the conversation itself. Sidekick sometimes reuses an answer from earlier in the same thread rather than asking Rabbot again. Start a new conversation and ask there: that forces a fresh read.

## The times look shifted

Sidekick may restate times in your local timezone, while Rabbot keeps its records in UTC. An hour or two of difference between what Sidekick says and what the app shows is that conversion, not a wrong check.

Open the finding in the Rabbot app if you need the exact recorded time.