FAQs & troubleshooting

Troubleshooting

Symptom → cause → fix for connection problems, import errors, failed pushes, and rate limits.

Shopify

Connect fails with an invalid-token message: the token was mistyped, revoked, or belongs to a different store. Reveal a fresh Admin API token in your custom app and reconnect — all six scopes are required.
Shipment shows "push failed": expand the row on Stage 6 to read the stored reason, fix the cause (most often a token missing write_inventory, a disconnected integration, or unmapped size variants), then press Retry. Honey Shelf inventory is already correct; only the store update retries.
Cannot create the shipment: "Enter the size breakdown before creating a shipment" — the store push needs per-size quantities, so at least one size row from the packing list is required.

"Could not reach Unicommerce — check the tenant URL, module access, and that our IPs are whitelisted.": verify the tenant URL is your uniware host, the API user exists and is enabled with sale-order access, and that 54.195.3.54 and 54.217.142.99 are whitelisted on your tenant.
Invalid credentials at connect: the API username or password is wrong, or the user was disabled — confirm with Unicommerce support and reconnect (reconnecting replaces the stored credentials).
Sales for older dates look incomplete right after connecting: the 120-day backfill runs in background slices — check again later.

Row error SKU "X" not found (with a did-you-mean hint): the referenced product does not exist yet — import products first, or fix the typo the hint suggests.
Row error Multiple products match "X": your catalogue has case-variant duplicate SKUs (KRT-01 and krt-01). Fix the duplicates in the Catalogue, then re-upload the failed rows.
Rows for archived products are rejected — restore the product in the Catalogue first; imports never silently un-archive.
TOO_MANY_ROWS: files are capped at 10,000 data rows — split the file and import in parts.
Every row fails with a required-field error: the header row is wrong. There is no separate header-mismatch message — column names are exact and lowercase, so copy the template's header row verbatim.

A request fails with a 429 status and a RATE_LIMIT_EXCEEDED response: you hit the per-minute request limit — wait a minute and continue. If a whole office shares one connection and this recurs, tell support.
Today's sales are missing: organisations with a Unicommerce connection sync yesterday's orders once a day — today appears tomorrow. Shopify-only organisations see sales near real-time.
A suggested quantity changed: velocity, stock, in-production quantities, or the org velocity window changed. The safety buffer does not affect suggested quantities — it only moves reorder points.

Stuck on something not listed? Email support@honeyshelf.ai with your organisation name, what you did, and the exact message you saw.