---
title: AI Concierge only shows the fallback message
description: "Your AI Concierge shows the fallback message to guests and never answers their questions. **Why this happens.** The Concierge sends each conversation to…"
url: "https://homerunner.io/docs/why-does-the-ai-concierge-only-show-the-fallback-message-and-never-answer-guest/"
updated: "2026-10-26"
category: Setup and plugins
---

# AI Concierge only shows the fallback message

Your AI Concierge shows the fallback message to guests and never answers their questions.

**Why this happens.** The Concierge sends each conversation to your own OpenRouter account using the API key saved under **HomeRunner > AI Concierge**. When that account runs out of prepaid credits, OpenRouter rejects the request and the Concierge shows the fallback message to the guest instead.

**What you can do.**

1. Sign in at openrouter.ai.
2. Open **Credits**.
3. Add credits to the account that owns the key.

Nothing needs to change on the website. The next conversation works as soon as the balance is positive. Each answer uses a small amount of credit, so a modest top-up covers a few hundred conversations.

If the balance is fine, confirm that the key under **HomeRunner > AI Concierge** matches the key shown in your OpenRouter dashboard.

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