What to do if the app is not functioning properly

If the app is not working as expected, there are several steps you can take to identify and resolve the issue.

1. Check your feed or file setup

• Make sure the feed or file you are using is correctly uploaded.
• If the app shows no data or cannot process your feed, verify that the file exists and is accessible.
• If feeds were deleted, you will need to recreate them before support can help troubleshoot.
• If you created a feed but the setup is incomplete, review the connection and complete the remaining setup steps before running it.

2. Verify mappings and settings

• Incorrect mapping can cause issues such as “No matches found,” missing updates, or incomplete product data.
• Review your field mappings, especially in Step 2 of the feed setup.
• If you are unsure, you can share a sample SKU and support can help verify the configuration.

3. Check your browser if the app does not load

• If the app opens as a blank screen or fails while redirecting between Stock Sync and Shopify admin, enable third-party cookies in your browser.
• In Chrome, open Settings > Privacy and security > Third-party cookies, then allow third-party cookies.
• In Firefox or Safari, open the browser’s privacy settings and allow cross-site tracking cookies.

4. Check for known issues or outages

• Sometimes the app may not load or save settings due to a temporary bug or backend issue.
• If you see an error after trying to save settings—such as “Metafield --> Smart Settings Required”—or the page briefly appears to shake without saving, capture a screenshot and report the issue with the feed name and the settings you were trying to change.
• These issues may require a backend fix. Try saving again after the team confirms the issue has been resolved.
• If required fields cannot be filled or you cannot click Next after saving, capture the error and report the feed name and affected settings. The issue may require a technical fix.

5. Test again after adjustments

• After support or yourself makes adjustments—such as updating reader settings, fixing mappings, or applying filters—try running the update again.

6. Provide details for faster assistance

When contacting support, providing these details helps speed up troubleshooting:

• Feed name
• Example SKU
• Screenshots or videos
• Description of what you expected versus what happened

7. Billing or refund questions

• If the issue is related to billing or subscription, verify your app store’s billing panel.
• Refunds may need to be handled by the platform’s billing team (e.g., Shopify) depending on the situation.

8. Contact support

If the issue persists after the above steps, reach out to support. Include:

• The feed name or ID
• A sample SKU or barcode
• A clear description of the error or issue
• What you expected to happen
• Screenshots or videos, if available

For feed-processing issues, support may adjust settings such as the row separator, investigate the source file, or escalate the issue to the technical team. If an issue is escalated, an update is provided within 24 hours. Support can:

• Recheck your settings
• Fix backend issues
• Help configure your feeds
• Confirm whether the problem is with your file, mapping, or system

Following these steps will help identify the cause of most app malfunctions and guide you toward a resolution.

Updated on: 03/08/2026