Troubleshoot New Store Connection Issues

Steps to try if you are unable to connect a new store or selling channel to ShipStation after following the steps in the connection modal or integrations article.

If you're having issues connecting a store or marketplace in ShipStation, follow the steps below:

  1. 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.

  2. 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.

    Edit User pop-up. Red box highlights Permissions tab. Checkbox list of permissions follows.

    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.

  3. 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.

  4. 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.

Whitelisting ShipStation

To import data or send shipment notifications to your store, ShipStation must be able to communicate with the store. In most cases, ShipStation will receive the authentication it needs when you connect the store. 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 that may change frequently, we recommend using your application URL for any whitelist or security program you may be using with your store.

The URL will be ship2.shipstation.com, ship3.shipstation.com, ship4.shipstation.com, etc.

ShipStation Legacy Layout Only

If using the ShipStation Legacy Layout, the URL will be ss2.shipstation.com, ss3.shipstation.com, ss4.shipstation.com, etc.

If your site or server uses a security application that requires IP addresses, ShipStation's support team may be able to supply IP addresses currently in use on a case by case basis. However, please be aware that IP addresses can and do change frequently, which can cause whitelisted IP addresses to no longer be valid. The best option is to whitelist using the application URL.