Fix a failed store connection
The connection won't establish, or it worked before and now errors.
Work through these in order — the connection tester tells you which kind of error you have.
Troubleshooting
- Authentication error (credentials rejected)
- Cause: wrong, mistyped, or rotated credentials.
- Fix: re-copy the credentials from your platform admin and update them via Reconnect or update your credentials. Watch for trailing spaces.
- Permission / scope error
- Cause: the credentials don't include the read access we need.
- Fix: re-issue credentials with order read (and product read on Growth & Pro). See What permissions we use and why.
- Reachability / timeout
- Cause: a transient problem reaching your platform.
- Fix: wait a few minutes and re-run the connection test. If it keeps failing, your platform may be having an outage.
- Connected but no data
- Cause: connection valid but scopes too narrow, or no matching records.
- Fix: confirm scopes, then verify with a known-good order in Test order lookup from your dashboard.
If none of these resolve it, contact support with the error shown by the connection tester.