WooCommerce troubleshooting
What the portal tells you when something goes wrong with a WooCommerce store, and what to do about it.
Connecting fails
| The portal says | What to do |
|---|---|
| "Enter your store's address, starting with https://." | Enter the full address of your shop's home page. |
| "We couldn't reach your store. Check the address, and make sure the store is online and has WooCommerce installed." | Open the address in a browser. If the store is online, a security plugin or firewall may be blocking WooCommerce's REST API: allow it, then try again. |
| "Your store address redirects to another address. Connect using the address your store redirects to." | Open your store in a browser and use the address it ends up on, for example with or without www. |
| "Your store didn't accept these keys. Check the Consumer key and secret, and make sure the permission is Read/Write." | Copy both keys again, or create a new key with Read/Write permission. |
| "The store granted read-only access. Please connect again and choose Read/Write." | Create a key with Read/Write permission and connect again. |
| "Enter both the Consumer key and the Consumer secret." | Paste both values. |
| "This store is already connected." | It's already on your Stores page. |
| "This store is already connected to another account. If it's your store, please contact your account manager." | A store can belong to one account only. |
| "This connection link has expired. Please start again." | Approve the one-click authorization within 30 minutes. Click Connect WooCommerce and start again. |
| "One-click connection isn't available right now. Please enter your API keys instead." | Use Enter API keys manually. |
| "We can't connect stores right now. Please contact your account manager." | Something is wrong on our side. Try again later, or contact your account manager. |
The card says Reconnect needed
Your store stopped accepting our access, for example because the API key was deleted or its user lost administrator rights. We also tell you in the portal and by email. The card says "Your store rejected our access keys. Reconnect it so orders keep coming in and tracking gets sent back."
- If the card offers Reconnect in WooCommerce, click it and approve access again in WordPress.
- Or create a new Read/Write key, paste it into Consumer key and Consumer secret on the card, and click Save keys.
Tracking that couldn't be sent in the meantime goes out automatically within about an hour after you reconnect. If orders are still missing after a minute, click Sync now.
Orders aren't arriving
- Check that the card says Connected.
- Check the order's status in WooCommerce: only Processing orders come in.
- Check the order's date: orders created before your Import orders from date never come in. You can't change that date; disconnect and connect again to choose another one.
- If the card says Real-time updates off — use Sync now, orders only come in when you click Sync now.
- Click Sync now and read the result. "Sync complete. No new orders." means there was nothing new to import. A result that mentions "your review" means orders are waiting under Orders to review. One that mentions "couldn't be processed" means some orders failed on our side; we try them again on the next sync, and if they keep failing, contact your account manager.
- Check Store orders for orders we never import.
Orders arrive only when I click Sync now
The card shows Real-time updates off — use Sync now when our webhooks aren't both set up on your store. Sync now tries to add them again; if the message stays, click Sync now whenever you want new orders, or contact your account manager.
WooCommerce turns a webhook off after it fails several times in a row, and the card can't see that. If orders stopped arriving by themselves although the card doesn't say real-time updates are off, click Sync now: it turns our webhooks back on.
Other messages
| The portal says | What to do |
|---|---|
| "You've synced this store a lot just now. Please wait a minute and try again." | You can start a sync of a store up to 2 times a minute. |
| "This store is already syncing. Please try again in a moment." | Wait for the running sync to finish. |
What the portal doesn't show
The portal shows what you can act on. Technical details of an error, such as what your server answered, aren't shown. If a problem doesn't go away, contact your account manager and include your store's address.