If you successfully connected your store to ShipStation but it is receiving an error message when you attempt to import orders, follow the steps below:
Review Support Resources
Review our Common Store Errors page for a list of common errors you could encounter when trying to connect with ShipStation. Our Integration Help Guide includes a page for each of our store or marketplace integrations, including troubleshooting steps for resolving common errors. We also link to partner resources that could help you resolve the error.
Ensure the site is not in Test or Maintenance mode
These developer modes can be helpful for internal troubleshooting, but since ShipStation is a third-party connection we may not be able to successfully import orders if your site is in test or maintenance mode.
Review the Store Activity Log to see when the issue started
Reviewing the store activity log will help you determine when the error messages began, which may help you identify the cause of error. Knowing when the issue began can help you pick out potential new orders or website modifications that may be triggering the error.
Contact the ShipStation User Success team
If the above advice does not help you resolve the import issue, contact the ShipStation's User Success team and we'll be happy to review the error and discuss possible solutions. Since this may require access to your store or marketplace, we may need you to share your screen with us. See our page on Contacting ShipStation Support for additional information.
Reconfiguring a store connection is a standard troubleshooting technique that can resolve the most common store update issues in ShipStation.
You may need to reconfigure your store connection for the following reasons:
You've updated the username and password for the store or marketplace.
ShipStation's authentication credentials for your store or marketplace have expired.
An update has adjusted your store or marketplace's URL structure.
You need to adjust store settings that were set at the time of connection.
To reconfigure your store's connection with ShipStation, follow the steps below:
Follow the instructions in the store connection window.
These will match the connection steps you followed when you connected the store to ShipStation. See our Integration Help Guide for details on each specific store or marketplace connection.