| What you see | What to do |
|---|---|
| “Open Shopify Inbox in this tab first” | The extension only works on the Inbox page. Open Inbox from your Shopify admin; it opens at inbox.shopify.com. Then click the icon on that tab. |
| “Reload the Shopify Inbox page once so the exporter can start” | This happens right after installing or updating. Reload the Inbox tab and open the extension again. |
| “Shopify Inbox says you are signed out” | Reload the Inbox page and sign in again if asked, then export. |
| “Shopify Inbox is not responding right now” | Shopify is busy or your connection dropped. Wait a few minutes and try again. |
| “Shopify Inbox has changed and this exporter needs an update” | Shopify has updated Inbox. We fix these quickly; Chrome installs the update automatically. Let us know and include the details shown. |
| “Customer details could not be loaded” | Your staff account can’t view customers in Shopify. The export still worked, with chat names only. See customer details by plan. |
| Nothing downloaded | Check Chrome’s downloads (Ctrl+J, or Cmd+Shift+J on Mac) and allow downloads from inbox.shopify.com if Chrome blocked them. |
| Fewer conversations than expected | Check the date range: your plan sets the furthest you can go back. Check that “Include open conversations” is ticked if you want chats that are still open, and, on Pro and up, that “Include conversations handled automatically” is ticked if you want chats the bot closed on its own. |
| The export downloaded several files | That’s expected for big exports. They’re saved in parts of up to 5,000 conversations (…-part-1, …-part-2) so your browser stays fast, and each file inside is numbered with its part. Keep them together; “Customer 7” is the same person in every part. |
| I got a .csv instead of a zip | You ticked only one file under “Files to download”, so it comes on its own. Tick two or more to get a zip. |
| “Choose at least one file to download” | Tick at least one of CSV, transcripts or JSON under “Files to download”, then export again. |
| No system events or away messages in the file | By design. Events like “conversation assigned” are left out, and an away reply is only kept when it’s the last message. See what’s in the export. |
Still stuck?
Contact support with the exact message and your extension version (Chrome → Extensions → Manage extensions → InboxExport).