Articles on: Frequently Asked Questions (FAQ)

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.
  • Ensure the link points to an actual downloadable feed file (CSV, XML, TXT) and not a general website homepage or PDF reference.
  • 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. Email Feed Not Updating (Missing or Invalid Attachment)

When using the Email with Attachment method, feeds may fail to update if:

  • The supplier sends an email without the actual file attachment
  • The attachment has an invalid file extension
  • The supplier changes the file format (e.g., CSV → different structure)
  • The feed connection method was changed (Email with URL → Email with Attachment) and the email was not resent


Steps to fix:

  • Check the email log to confirm whether an attachment was received
  • Ask the supplier to resend the attachment to the feed email address
  • Verify the attachment uses a supported file format
  • Adjust mapping if the file structure has changed


Some suppliers provide links that cannot be processed automatically:


  • Pages that require clicking a button to download the file.
  • Links that load via JavaScript instead of serving a direct downloadable file.
  • Feeds requiring a connection method not supported by the source.


In these cases, request a direct downloadable URL from your supplier.


11. Supplier Blocking Access (429 or Region Block)

If you encounter a 429 "Too Many Requests" error or region/IP blocking:


  • Contact the supplier to remove rate limits or whitelist our IP address: 52.20.189.51.


12. Incorrect Auto File Settings

If the feed suddenly stops updating without errors, try disabling Auto File Setting in the file configuration. This may resolve unexpected file reading issues.


13. 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.


14. Supplier Server or Network Issues

Feeds may fail to update due to supplier-side issues such as DNS errors, timeouts, or firewalls blocking our servers.


  • Confirm with the supplier whether their server might be blocking external connections.
  • Check if the URL returns a timeout or connection failure from our system.
  • Request an alternate feed URL if available.


15. Import Stopped Due to Credit Limit

If the feed stops mid‑update, it may be due to running out of credits.


  • Check your credit balance in the dashboard.
  • Add credits and re-run the update to continue importing remaining products.


16. Additional Situations That May Prevent Updates

  • Multiple feeds running error: If you see a "Multiple feeds are running" message, allow ongoing processes to complete before starting another. Editing or running feeds simultaneously can cause temporary lockouts.
  • Cached metafield types after changes: If metafield types are updated in Shopify, the previous type may be cached temporarily and cause sync issues. Remove and re-add the metafield mapping or feed to reset the type.
  • Filters blocking updates: If the feed shows 0 added/updated items, temporarily clear all filters and test again. Incorrect or outdated filters may block matching products.
  • Incorrect or outdated file path pattern: If suppliers change file naming formats, update the filepath pattern (e.g., SFTP patterns like *_export_%Y-%m-%d_*.csv) to match the new format.
  • Email feed routing conflicts: If multiple feeds use the same email address, attachments may route to the wrong feed. Assign unique email addresses or unique subjects to ensure correct routing.
  • Copied feeds resetting inventory location: When duplicating a feed, the inventory location may reset to the default. Always recheck the location setting after copying a feed.
  • CSV file misread due to incorrect row or column separators: If fields display unexpected characters, adjust the row or column separator in Step 1 and test again.
  • Spreadsheet sheet name changed: If the source file's sheet name changes, the feed may read 0 products. Update the sheet name in the connection settings to match the file.




Updated on: 12/06/2026

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