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Design by Rajesh Sondhi

Troubleshooting marketplace connections

Where to look first and what to try when a marketplace connection shows a warning, stops syncing or will not publish.

Updated Oct 25, 2026

Most connection problems have a short fix. Work down this list, and stop when it is solved. Remember that waiting for a marketplace to approve you is not a fault. See Marketplace approvals and timelines.

Where to look first

  1. The dashboard. Connection health is shown there, with a plain message.
  2. The channel page for that marketplace. It shows its status and recent activity.
  3. Stock sync and Channel orders. They show what is waiting and what failed, with the reason.

Common problems

  • The connection says expired or needs approving. Some approvals last weeks or months. The owner presses Connect and approves again.
  • You see sample orders. The marketplace is not connected live yet, or live mode is off. Connect it on the channel page. See Connecting a marketplace.
  • A stock update failed. The product may not be published to that marketplace yet, or the connection may have expired. Publish it or reconnect, then press Try again.
  • An order line needs attention. The SKU on the marketplace does not match one of yours. Fix the SKU and press Sync now.
  • Tracking was not sent. Make sure a label exists and the order is marked shipped, then press Try again.
  • A listing is rejected. Read the message. It usually names a missing photo, brand, barcode or category. Fix it on the product and publish again.
  • Shopify says access denied. The app needs customer data access. See Shopify.
  • Amazon says unauthorised. The private app has not been authorised in Seller Central. See Amazon and FBA.
  • A feed link is not valid. The link was replaced. Copy the current one from the channel page.
  • A screen says not included in your licence, or has become read-only. See When a licence ends.

What not to do

  • Do not paste new keys at random. Only the owner can change them, and a wrong key stops everything.
  • Do not delete a connection to "reset" it. You may have to approve it again.

Still stuck?

Send us the exact message, which marketplace it is, and what you tried. See How to ask for help.