Shopify Troubleshooting Guide

Unable to connect the store

• Have you tried clearing out cache and cookies? Very often this simple step will help because it will fix certain problems, like loading or formatting issues.

• Are you on Shopify trial and has it maybe 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? One Shopify store may only be connected to one Gooten account.

• Is your pop-up/ad block extension turned off? Gooten requires you to disable your pop-up blocker when you're trying to connect your Shopify store with us as the installation button will prompt a pop-up window to appear. Once you connect your store, you can turn the pop-up blocker back on. You can find instructions on how to disable 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 API? Please check if there are any open issues occurring on 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? In order to avoid failed orders, please make sure all of the variants that should be fulfilled through Gooten are actually connected to the Gooten products.

Additional Help

In case none of the above-mentioned solutions helped resolve the issue you are having, please feel free to reach out to our Partner Support team and provide all of the necessary information listed below, so we could 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 store admin, making sure the product names, order ID, and customer information are clearly visible in the screenshot? (where applicable)

• Could you please let us know if your store had already been connected to a Gooten account? (where applicable)