Connecting & Importing

Overview

Fixes for problems connecting a platform or importing your products.

My connection attempt failed or didn't complete.

Make sure you have Owner or Admin permissions on the platform account you are connecting, since standard accounts often can't approve third-party apps. Try again from a fresh browser tab, confirm the platform account is in good standing (no suspensions or billing issues), and if it still fails, check Help & Records > Process Log for the error.

I connected a platform but no products appeared, or I see zero products.

Large catalogs take time to import and continue in the background, so give it a few minutes - the import keeps running even if you leave the page. Drafts and archived/unpublished listings are imported too, so missing products usually point to an import that is still running or one that errored. If you are on the Free plan, note that imports there only bring in the products you selected during setup, not your whole catalog. If nothing appears after a while, open Help & Records > Process Log to look for an import error.

The import shows a status of "In Progress."

The import is still running. You can see this status in Help & Records > Process Log. Wait a few minutes and refresh - larger catalogs take longer to process.

I've hit my plan's platform limit.

You've reached the maximum number of platforms your plan allows. Go to Plan & Billing to upgrade your plan, or to add extra platform slots if your plan supports them (paid plans only, up to 2 extra). Alternatively, remove a platform you no longer use.

The Remove Account button isn't appearing, or the platform still shows as connected after I removed it.

Refresh the page. If a platform still appears connected after removal, a temporary API delay can be the cause, so wait a minute and refresh again, and check the Process Log for any errors during removal.