# Fix common problems

> Troubleshooting products.ai: what to do when Pius Bot's pick misses, a shop's page differs, stock runs out, a link fails or your access request gets no reply.

> **Preview:** products.ai chat opens soon; the chat problems below describe it as it works at launch. Access requests and contact work today.

Most problems have one of two causes: the brief missed something you care about, or a shop changed its listing after Pius Bot read it. Each section below starts with what to do.

## Pius Bot's answer does not fit what you meant

Tell Pius what it missed in a follow-up. You do not need to start over.

1. Check the brief chips at the top of the report. A missing or wrong chip (no budget, the wrong use) is usually the cause.
2. Type the correction in **Ask a follow-up…**, such as "Mostly for calls, not music".
3. If the whole question was off, click **New question** and give the use, your budget and your must-haves. See [Ask a good question](https://products.ai/docs/ask-a-good-question).

## The shop's page is different from the report

The shop's page at the moment you order is what counts. The report shows each offer as it was listed on the date beside it, and shops change prices, stock and delivery times often.

Three things usually explain the difference:

- **The listing date.** The shop changed its listing after the date shown.
- **Shipping.** A shop can charge to deliver to your address, or add shipping at checkout.
- **The exact model.** Another color, size or version can have another price and other stock.

Before you pay, check stock, the delivery time, the exact model and the price on the shop's page.

## The shop is out of stock

Go back to **Where to buy** and choose another shop listed there that has it; each shop shows its own stock. Pius Bot checks stock, but it can run out between the listing date and your click.

If no shop has it, **Why not the others** shows the runner-up and what you give up with it.

## The product you want is not in the results

Ask about it by name in a follow-up, for example "What about the Bose QC Ultra?" Pius Bot then answers how it compares with your brief.

The usual reasons a product is missing:

- **It does not pass your brief.** In the headphones example, the Apple AirPods Max were over the €300 budget.
- **The name was unclear.** Give the exact model name or number, including color or version (for example ECAM 22.115.B).
- **No connected shop lists it.** Pius only sends you to shops that list a product, so it can't tell you where to buy one that no shop offers.

## You want a shop abroad, or refurbished

Say so in your question, or look under **Second chance** in **Where to buy**. Pius Bot puts shops in your country first and picks new when you ask for new.

In the headphones example, a refurbished pair at €179,00 showed up as a second chance next to the new pick from bol.com.

If either is fine for you, put it in your question: "Refurbished is fine" or "I'm happy to order from Germany". Before you order abroad, check return costs and whether the shop delivers to you.

## A link to a shop does not work

Go to the shop's website and search for the exact model. The shop may have removed the listing, or its site may be down.

If **Go to store** opens nothing, a browser extension such as an ad blocker may be blocking the link. If the shop's page shows a different product, choose another shop in **Where to buy**.

## Your sign-in link does not arrive or does not work

products.ai chat has no password: you sign in with Google or with a link we email you.

1. Look for an email from products.ai in your spam or promotions folder.
2. Check the address you typed, and ask for a new link on the [sign-up page](https://products.ai/signup).
3. Asked for several links in a row? Wait a few minutes before you ask again.

A sign-in link works for 15 minutes and only once. If the page says it no longer works, ask for a new one. You are signed in on the device where you open the link, so open it where you want to chat.

## Your access request has not been answered

First check that the email actually left. The form at [/#access](https://products.ai#access) sends nothing itself: it opens your email app with a message to api@products.ai, and nothing reaches us until you press send.

1. Look in your Sent folder.
2. If the message is not there, or no email app opened, write to api@products.ai directly. Include your company or project, which you want (MCP or the API) and what you are building.
3. Check your spam folder for our reply.

A person in Amsterdam reads every request.

## How do you reach us?

By email, at the address that matches your question.

| Your question | Where to go |
| --- | --- |
| An order, delivery, return or warranty | The shop you bought from: your purchase is with the shop. |
| Your personal data | privacy@products.ai |
| Access in your AI (MCP) or your product (API) | api@products.ai |
| A chat account or Beast mode | Sign in with Google or an email link on the [sign-up page](https://products.ai/signup). For anything else, email api@products.ai. See also [Plans and billing](https://products.ai/docs/plans-and-billing). |

By post: Birds B.V., Herengracht 420, Amsterdam, the Netherlands.