A short guide to help troubleshoot common errors encountered when connecting a Shopify store.
Common Questions
Unable to connect the store
- Have you tried clearing out the cache and cookies? Very often, this simple step will help because it fixes specific problems, like loading or formatting issues.
Are you on a Shopify trial and has it expired? Make sure your store is active.
Has your Shopify account been suspended/canceled? Make sure your store is active.
Have you deleted the Gooten app from Shopify? You should always have the Gooten app installed in your Shopify account.
Is your Shopify store already connected to a different Gooten account? A Shopify store can be connected to only one Gooten account.
Is your pop-up/ad block extension turned off? Gooten requires you to turn off your pop-up blocker when you're trying to connect your Shopify store with us, because the installation button will prompt a pop-up. Once you connect your store, you can turn the pop-up blocker back on. I have included instructions for turning off the pop-up blocker here.
Has the name of your Shopify store changed? Make sure you are providing the valid store information.
Are you using the API? Please check if any open issues are occurring with the store's provider.
Are you adding the correct store information? Make sure you are adding just your store name during the connection, not the link to the store – use storename instead of https://storename.myshopify.com/
Failed order
Is the variant from the failed order connected to the Gooten product? To avoid failed orders, please ensure that all variants that should be fulfilled through Gooten are linked to the Gooten products.
Additional Help
If none of the above solutions helped resolve the issue you are having, please feel free to reach out to our Partner Support team and provide all the necessary information listed below so we can have our team and the Developers investigate the issue further for you.
The necessary information:
What are the steps you took?
Could you please record your steps while having the console open? (You can find some more information on how to open a console here)
What is the exact product you have selected? (where applicable)
What is the shipping address? (where applicable)
Could you please provide a screenshot of the failed order in the store admin, with the product names, order ID, and customer information clearly visible? (where applicable)
Please let us know whether your store is already connected to a Gooten account. (where applicable)