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Troubleshooting

Every search returns zero results

Almost always the channel. The public API filters every query by channel, so a channel with no products assigned to it returns nothing. In BigCommerce, check Channel Manager and assign products to the channel your storefront uses. If Storefront Preview also shows zero for that channel, this is the cause rather than an indexing problem.

The storefront gets 404 from search

Either the store is on the free plan, which doesn't include storefront delivery (see Plans), or the public endpoint is switched off under Settings → Storefront API.

The storefront gets 403 from search

The browser's origin isn't allowed. Add your storefront's exact address, including https:// and any www, under Settings → Storefront API. On Stencil, enabling the channel under Settings → Storefront Script allows it automatically once its address has been read; click Refresh from BigCommerce there if it hasn't.

A product change hasn't appeared

  • Product changes usually arrive within about five minutes. BigCommerce occasionally doesn't deliver an update at all.
  • BigCommerce sends no webhook for some changes: image-only edits and renaming a variant option. Saving the product again picks the change up.
  • For a safety net, turn on Nightly auto-sync under Settings → Indexing. It re-indexes every product once a night at 3am UTC. It is off by default.
  • A full Re-Index from the Dashboard always brings everything up to date.

"Webhook credentials are stale — reconnect the app"

The app was re-authorized and BigCommerce is still delivering updates with the old credential. Open XSearch from your BigCommerce control panel; the app repairs its webhooks when it loads.

Storefront Preview opens products on the wrong domain

Preview links use each channel's web address. Click Refresh from BigCommerce under Settings → Storefront Script. If the address still can't be read, the app needs the Sites & routes permission: open the app from BigCommerce and approve the updated permissions when asked.

The Stencil widget isn't showing

  • Check the channel is enabled under Settings → Storefront Script and the public endpoint is on.
  • Check the Script Manager entry uses placement Footer, location All pages.
  • Add ?xsearch=off to compare against the native theme. If search is ever unavailable, the widget stands down and the theme's own listing renders.

Still stuck? Contact support.