This article can be used to troubleshoot any errors you may encounter while connected to the Shopify integration. Depending on the issue you’re experiencing, view the following errors that can occur and their recommended solutions:

Invalid API key or access token

We recommend that you disconnect and reconnect the integration.

Unavailable shop

The Shopify store name doesn’t exist. Check to see if the store was renamed or check that you’ve entered the correct store name format. As an example, siren-denim.myshopify.com and siren-denim are accepted formats.

Insufficient permissions

You need to update the app’s permissions in Shopify. For example, you might not have the read_products or read_customers permissions. We recommend that you uninstall the app and then reinstall to grant the proper permissions.

Match rates < 75%

The following table outlines some possible causes for match rates less than 75% and the recommended solutions:

Issue Cause Recommended solution
IDs from the tag events are missing. The Attentive tag isn’t properly pulling product IDs from your site. You can send us events directly using the Attentive tag SDK or contact our White Glove team (whiteglove@attentivemobile.com) to have Attentive override the tag in our system.
IDs from the tag events don’t match the catalog.

It’s possible that the following is occurring:

  • Your product catalog may be out of date or mismatched with your website.
  • Attentive is pulling the wrong product ID from your website on tag events.

We recommend that you spot check to investigate why the product IDs pulled from the tag don’t match your catalog.

You can send us events directly using the Attentive tag SDK or contact our White Glove team (whiteglove@attentivemobile.com) to have Attentive override the tag in our system.