If you're having issues connecting a store or marketplace in ShipStation, follow the steps below:
Review Support Resources
The Common Store Errors page contains a list of common errors you may see when trying to import orders into ShipStation.
The Integrations Help Guide includes an article for each of our store or marketplace connections, which include detailed steps on how to connect to ShipStation. When available, we also include connection-specific troubleshooting tips and links to partner resources, which can help with certain issues you may encounter when connecting the account.
Make sure you have the correct account permissions
To connect any store or marketplace in ShipStation, your ShipStation username must have access to the Configuration or Administration user permissions.
The store or marketplace you are connecting may also have restrictions on what kinds of users can create a connection to ShipStation, or may restrict you from accessing information required for the integration. We recommend using your Admin account to ensure you have access to proper permissions and information.
Ensure the site is not in Test or Maintenance mode
Putting your selling channel in maintenance or test mode may temporarily block third-party connections. Set the selling channel to live or public mode for ShipStation to reliably connect to your selling channel.
Contact the ShipStation User Success team
If the above advice does not resolve the connection issue, contact ShipStation's User Success team and we'll be happy to review the error and discuss possible solutions. This may require access to your store or marketplace, so we may need you to share your screen with us. Review our Contacting ShipStation Support article for additional information.
In order to import data or send shipment notifications to your store, ShipStation will need to be able to communicate with the site. In most cases, ShipStation will receive the authentication it needs when the store is connected. However, if you've installed additional security measures on your site or server, you may also need to whitelist access for ShipStation.
Because ShipStation uses a wide range of IP addresses to communicate with your store, we recommend using your application URL (e.g. ss2.shipstation.com; ss3.shipstation.com; ss4.shipstation.com; etc.) for any whitelist or security program you may be using with your store.
Because ShipStation uses a wide range of IP addresses to communicate with your store, we recommend using your application URL (e.g. ship2.shipstation.com; ship3.shipstation.com; ship4.shipstation.com; etc.) for any whitelist or security program you may be using with your store.
If your site or server uses a security application that requires IP addresses, please contact the ShipStation's User Success team. We can provide you with the range of IP addresses necessary for your account.