Connection troubleshooting: step by step
Start with what you see
When a connection test fails, the page tells you why. Work through the four common causes, in order:
1. Missing or mistyped details
- What you see: a field is empty, malformed, or the store identifier does not match.
- Why: something the connection needs β a store ID, a key β is missing or copied wrong (one character off, or a stray space, counts).
- Fix: copy it again from the platform, paste it exactly, never type it by hand. Then test again.
2. Permissions not fully granted
- What you see: not enough permission, or it connects but orders/inventory will not sync.
- Why: one of orders, products, or inventory was left unticked during approval, or API access was never switched on at the platform.
- Fix: in the platform's app/authorization settings, grant all three β orders, products, inventory. Some platforms need API access enabled in developer settings first. Then test again.
3. Wrong environment
- What you see: credentials you just copied are reported as not found or invalid.
- Why: test (sandbox) credentials used against the live store, or the other way round.
- Fix: make sure the page you copied from and the store you are connecting are the same environment, then retest.
4. The platform is having trouble
- What you see: everything checks out and it still fails with no response from the platform.
- Why: platform maintenance or an outage β not your doing.
- Fix: wait half an hour and test again. The connection card shows its status, and sync catches up by itself once the platform recovers.
Still stuck? Use AI-assisted connecting
In the wizard, choose AI-assisted connecting and approve once. The system tests with the details you provided, explains in plain words where it is stuck, and walks you through what can be fixed on the spot. Anything that needs work on our side becomes a ticket you can follow from the connection's page.