Sync Is Not Working
When sync stops working, the cause is usually one of a handful of things. Work through this list in order and you will find the problem 90% of the time.
Step 1. Check the notifications bell
Click the bell icon in the top right of the navbar. If a sync has failed or a plugin has lost authorization, Commerce Kitty creates a notification with the details. Read the notifications first, because they often tell you exactly what went wrong.
Step 2. Check the sync health panel
Open the dashboard and look at the Sync Health panel. It shows whether your plugins are running cleanly or if any of them are failing. A red status means there is an active problem with that plugin.
Step 3. Check that the plugin is enabled
Open Configuration → Plugins and find the plugin you expected to be syncing. Verify:
- The plugin is enabled (toggle on)
- The plugin is assigned to a channel
- The specific sync option you care about is turned on (Import Products, Import Orders, etc.)
A common mistake is creating a plugin and forgetting to attach it to a channel. A plugin without a channel does nothing.
Step 4. Re-authorize the plugin
Plugin authorizations can expire or be revoked from the source platform. If you suspect this is the issue, open the plugin and look for a Reauthorize action. Click it and walk through the OAuth flow again.
Common signs of an expired authorization:
- Sync was working until a specific date and then stopped
- You changed your password on the source platform recently
- You disconnected and reconnected the app on the source platform
- The platform forced an OAuth scope update
Step 5. Check rate limits
Some platforms (especially Amazon) have aggressive rate limits. If you import a very large catalog all at once, the import can pause and resume as Commerce Kitty backs off to respect the limit. This looks like sync "not working" but is actually sync working slowly.
Wait 15 to 30 minutes and check again. If progress has resumed, this was the cause.
Step 6. Check that the order import plugin is unique to its channel
A plugin with Import Orders enabled can only be assigned to one channel. If it is on multiple channels, order import stops working entirely for that plugin until you fix the assignment.
Open the plugin and verify the Channels field has exactly one entry. If it has more than one, remove the extras and save.
Step 7. Verify the source platform is healthy
Sometimes the issue is on the platform side, not Commerce Kitty. Check:
- Can you log in to the source platform directly?
- Does the source platform have a status page reporting an outage?
- Are you seeing the data in the source platform that you expect to sync?
If the source platform itself is broken, Commerce Kitty cannot work around that. Wait for the platform to recover.
Still stuck?
If none of the above identifies the problem, gather these details and open a support ticket:
- Which plugin is affected
- What was the last successful sync (date and time)
- What you have already tried from this list
- Screenshots of any error notifications
The more detail you provide, the faster we can help.