Troubleshooting When Your Feed Is Not Updating

If your feed is not updating as expected, here are the most common issues and how to resolve them.

1. Source URL Not Accessible

If your feed is imported from a URL and is not updating, the URL may be inaccessible from our servers. In some cases, suppliers need to whitelist our IP address.

• Try accessing the feed URL directly in your browser.
• If it loads for you but not for us, ask your supplier to whitelist our IP: 52.20.189.51.

2. Feed File Is Empty

If the feed URL loads but contains no data, the feed will not update.

• Download the feed file again or request a new file from your supplier.
• Verify the file contains the expected rows and columns.

3. Incorrect or Changed File Structure

If the feed headers or structure change, updates may fail.

• Check the feed mapping and ensure the column names in the file match the mapping.
• Look for errors such as "No matches" which indicate mapping mismatch.

4. Incorrect Credentials (FTP / API)

For FTP, SFTP, or API-based feeds, incorrect credentials will prevent updates.

• Recheck the username and password.
• Use Test Connection in Step 1: Feed manager to confirm access.

5. Preview Sync Was Used

A Preview Sync does not apply updates. It only shows potential changes.

• If your last run says "Preview Sync", click Start Process to run the actual update.

6. Product Identifier Mismatch

If the chosen identifier is missing in your store (e.g., missing SKU), items cannot update.

• Change the Product Identifier in Step 2: Matching column to an existing field such as Product Title.
• Remap the identifier accordingly and run a Full Sync.

7. Changes Were Made to Source Settings

If settings were changed recently or the distributor updated their API or feed format, updates may fail.

• Review Step 1 connection settings.
• Check if the provider has updated URLs, endpoints, or authentication methods.

8. Feed Queued for Too Long

If your feed stays in the Queuing status for an unusually long time, it typically indicates a connection delay or a schedule bottleneck.

• Check File Accessibility: Ensure the source file is accessible and contains valid data.
• Manual Refresh: Attempt to manually refresh the feed or reload the source file to trigger a status update.
• Email Connection Exception:
• • The Email connection method operates strictly on intervals determined by your monthly subscription plan.
  • If a new email is received before the scheduled update time, the feed will remain in the queue until the next interval.
  • Activity Log: You can verify the "Previous Run Time" and "Next Scheduled Run Time" within the Activity Log to confirm when the process will execute.

9. Request Technical Review

If everything appears correct and the feed still does not update:

• Contact support and share the feed name.
• Provide a sample SKU and expected stock value for verification.

These steps should help identify and resolve most causes of a feed not updating.

Updated on: 05/05/2026