# Troubleshooting SmartSort AI · Troubleshooting & FAQ · Updated October 4, 2026 > Fixes for common SmartSort AI problems: collections not sorting, old orders on the storefront, sold-out products on top and missing analytics. Most problems have a quick fix. Start with the collection’s **sort history** (open the collection from the Dashboard): it shows when each sort ran, what triggered it, how many products moved and any error. ## A collection isn’t being sorted 1. **Is it turned on?** Check its status on the Dashboard. 2. **Is the schedule manual?** Collections set to re-sort manually only change when you click **Re-sort**. See [Schedules and real-time sorting](https://help.fleekapps.com/smartsort-ai/schedules-and-real-time/). 3. **Does your catalog fit your plan?** If your store has more products than your plan allows, automatic sorting pauses. See [Plans and billing](https://help.fleekapps.com/smartsort-ai/plans-and-billing/#plan-limits). 4. **Did the last sort fail?** The sort history shows the error. Common ones are below. 5. **Has the app been opened recently?** If SmartSort AI lost access to your store, opening it from your Shopify admin reconnects it. Click **Re-sort** on the collection to try again right away. ## The storefront still shows the old order - Make sure no option is selected in your theme’s **Sort by** menu. A shopper’s choice there overrides the collection’s order, and some themes remember it. - Check the sort history: if the last sort says *unchanged*, the collection was already in the right order. - Some themes, apps and CDNs cache collection pages for a few minutes. Reload with the browser cache cleared, or wait a little. - Check the collection’s sort order in your Shopify admin (Products → Collections → the collection): it should be **Manually**. If you changed it back to another option, SmartSort AI switches it to manual again at the next sort. ## Sold-out products are still near the top - Turn on **Push out-of-stock products to the bottom** in Sorting rules — or in the collection’s own settings, if it has its own. - Products set to **Continue selling when out of stock** count as in stock by default. Turn off **Count “continue selling” products as in stock** to push them down too. - **Featured** products stay on top even when sold out. Remove them from Featured, or restock them. - Without real-time re-sorting, products that sold out since the last sort move down at the next scheduled sort. See [New arrivals and out-of-stock products](https://help.fleekapps.com/smartsort-ai/new-and-out-of-stock/). ## Best sellers don’t look right - Sales sorting counts orders in your **lookback period** (30 days by default) and can be limited to paid or fulfilled orders. A short window or a strict status filter can make rankings look different from Shopify’s “Best selling”, which uses all-time sales. - Right after install, SmartSort AI imports the last 60 days of orders in the background. Rankings settle once the first sync finishes. - Check the collection’s **Preview**: each product shows why it landed where it did — a tag, a rule or new arrival promotion may be placing it above the best sellers. ## Margin or profit sorting puts products last Those sorts need **Cost per item** on the product’s variants in Shopify. Products without a cost are placed after the ones that have one. Fill in the costs (you can bulk edit them in Shopify) and re-sort. ## Engagement sorting or reports show no data *Most viewed*, *Best converting* and the reports use the storefront pixel. - Check that the pixel shows as connected in **Settings**. - Allow a few days of traffic. Data is only collected after the pixel is connected. - Shoppers who decline analytics in your cookie banner, or block analytics, aren’t counted. - Clicks and add-to-carts are counted when the shopper came from a collection page. See [Analytics and the storefront pixel](https://help.fleekapps.com/smartsort-ai/analytics-and-pixel/). ## “Your plan sorts up to … collections” Your plan has a limit on how many collections can be turned on at once. Turn off a collection you don’t need sorted, or upgrade in **Plans**. ## “… is part of the … plan” The setting you tried to save isn’t included in your plan. Upgrade, or remove that setting and save again. See [Plans and billing](https://help.fleekapps.com/smartsort-ai/plans-and-billing/#features-by-plan). ## “Collection … no longer exists in Shopify” The collection was deleted in Shopify. SmartSort AI removes it from the list after the next sync; nothing else is needed. ## “Shopify is still applying the new order” Shopify applies large reorders in the background. The order finishes applying on its own; the next sort checks the result. This usually only happens with very large collections. ## The product list or collections look out of date SmartSort AI updates products, inventory and collections from Shopify within a minute of a change, and runs a full check every night. If something still looks wrong, use the button in **Settings** to sync your store again. ## Smart tags haven’t all been added yet Each smart tagging run changes the tag on up to 400 products. Large changes finish over the next few hourly runs. See [Smart tagging](https://help.fleekapps.com/smartsort-ai/smart-tagging/#when-workflows-run). ## Still stuck? Email support with your store’s .myshopify.com address, the collection’s name and what you expected to happen — see the [support page](https://fleekapps.com/help-center/). --- Source: https://help.fleekapps.com/smartsort-ai/troubleshooting/