---
title: AI Concierge greets but cannot answer messages
description: "Your AI Concierge widget loads and shows its welcome greeting, but every visitor message gets the reply \"We're having trouble reaching our assistant right…"
url: "https://homerunner.io/docs/ai-concierge-shows-welcome-greeting-but-replies-we-re-having-trouble-reaching-ou/"
updated: "2026-10-26"
category: Setup and plugins
---

# AI Concierge greets but cannot answer messages

Your AI Concierge widget loads and shows its welcome greeting, but every visitor message gets the reply "We're having trouble reaching our assistant right now."

**Why this happens.** If the widget loads and greets normally, the plugin and your site are working. The greeting is served locally, but replies to visitor messages require calls to the AI provider, OpenRouter. This error typically means the OpenRouter account has run out of credit.

**How to fix it.**

1. In WordPress, go to **HomeRunner → AI Concierge → API** and confirm that an OpenRouter API key is present.
2. Log in at openrouter.ai with the account that owns that key.
3. Check the billing or credits section for your remaining balance. If it is at or near zero, add credit.
4. Turn on auto-recharge to prevent this from happening again.

The Concierge starts working again as soon as the balance is topped up.

Still stuck? [Contact the HomeRunner team](https://homerunner.io/contact/) with your site address and what you tried, and we take it from there.