Troubleshoot New Store Connection Issues

Steps to try if you are unable to connect a new store or selling channel to ShipStation after following the steps in the connection modal or integrations article.

Follow the steps in this article to troubleshoot issues when connecting a store or marketplace to ShipStation.

1. Review Support Resources

  • Are you getting an error when attempting to import orders? Review the Common Store Errors page. It contains a list of common errors you may see when trying to import orders into ShipStation along with their possible solutions.

    View the error for your store or marketplace by hovering over the Update all Stores button and clicking on Error updating - see more.

    V3_Toolbar_RefreshBTN-Error_MRK.png
  • Check the integration article for the store or marketplace you are connecting to ShipStation.

    The Integrations Help Guide includes an article for each of our store or marketplace connections. Each article has detailed steps on how to connect to ShipStation. When available, we also include connection-specific troubleshooting tips and links to partner resources that can help with certain issues you may encounter when connecting the account.

2. Check your ShipStation user account permissions

Ensure that your ShipStation user account has been granted either the Configuration or the Administration user permissions. Either of these permissions is required to connect a store or marketplace to ShipStation.

Review the Customise User Permissions & Restrictions section of ShipStation's Set User Permissions article for detailed steps.

Administration and Configuration permissions checked in the Edit User window.

3. Check your store or marketplace permissions

Log in to your store or marketplace admin panel and ensure that the proper access and permissions are configured.

The store or marketplace you are connecting may also have restrictions on what kinds of users can create a connection to ShipStation, or may restrict you from accessing information required for the integration. We recommend using your Admin account to ensure you have access to proper permissions and information.

4. Verify your store or marketplace is not in test or maintenance mode

Check to see if the website for your store or marketplace is in test or maintenance mode.

Putting your selling channel in maintenance or test mode may temporarily block third-party connections. Set the selling channel to live or public mode for ShipStation to reliably connect to your selling channel.

5. Whitelist ShipStation

Whitelist ShipStation in any security measures you have in place on your site or server.

ShipStation must be able to communicate with your store or marketplace to import orders. In most cases, ShipStation will receive the authentication it needs when you connect the store. However, if you have installed additional security measures on your site or server, you may also need to whitelist access for ShipStation.

ShipStation uses a wide range of IP addresses that may change frequently. Therefore, we suggest whitelisting the ShipStation application URL.

To locate your ShipStation application URL:

  1. Log in to ShipStation.

  2. View the URL in your web browser's address bar.

    The first portion of the URL will be your ShipStation application URL, such as ship12.shipstation.com.

    ShipStation URL highlighted in web browser address bar.