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AI Concierge only shows the fallback message

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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 with your site address and what you tried, and we take it from there.