Channel connection issues

Common symptoms

• Connection does not complete
• Reconnect keeps looping
• Channel shows connected but data is not syncing

Quick checks

1. Confirm you are signed in with the correct channel account.
2. Reconnect the channel from the relevant Control Centre card.
3. Use Shipping instead if you are working on Royal Mail.
4. Confirm required permissions were approved during channel authorisation.
5. Wait a minute and refresh the current page.

Discogs catalogue lookup fails

1. Wait for the displayed retry delay after a provider rate limit. Discogs can request a delay longer than one minute; starting another run does not bypass the shared cooldown.
2. Check the requested Release ID, barcode or catalogue number. ChannelWeave deliberately discards exact-search candidates that do not repeat the value.
3. Keep ambiguous results for review; searches based only on product details never confirm themselves.

Catalogue lookups remain separate from the optional seller connection. Neither the catalogue tools nor the identity-only connection retrieves Collection, wantlist, order, Marketplace inventory, pricing, sales-history or hosted-image data through the Discogs API. Manual Collection imports belong to Control Centre → Discogs tools → Import Collection.

Discogs seller authorisation fails

1. Open Discogs connection with Manage Connections permission. If setup is unavailable, ask your administrator to check the application credentials, HTTPS callback and encryption setup.
2. Start a fresh attempt and complete authorisation in the same browser session within 15 minutes. Old callbacks, a different session, denied authorisation or a repeated callback cannot complete an attempt.
3. Reconnect the original seller account. Disconnect deliberately retains the seller binding, and an identity already bound to another ChannelWeave account cannot be reused here. Do not remove local records to work around this.
4. Respect the displayed provider retry delay, then start again. All catalogue and authorisation work shares the provider budget.
5. After return, Seller identity verified confirms authorisation only. No inventory/order sync, stock protection, publishing, fulfilment or Inbox operation starts. Continue using the existing reviewed file workflows.

Disconnect removes local credentials and pending authorisation, not your Stock, Listings, saved order evidence or seller binding. Revoke ChannelWeave separately in Discogs settings if you also want to withdraw the provider grant.

Discogs catalogue enrichment stops progressing

1. Keep the run: do not queue replacement work. ChannelWeave permits only one queued or running enrichment job per customer.
2. Check the item filters. Conflict means Stock evidence changed after the snapshot; Failed shows the provider or validation error; Unresolved means the completed search returned no candidate.
3. If progress pauses at a provider limit, wait at least one minute before checking again.
4. If no item advances after ten minutes, preserve the run and contact ChannelWeave support with the visible error, time and run reference.

Use the ready-to-review queue or individual catalogue-identification review so ChannelWeave checks the current Discogs release again and keeps conflicts visible. Confirmation can save all returned Reference facts even when the manufacturer barcode remains unchanged.

WooCommerce connection or sync fails

1. Enter the store's canonical public HTTPS address, without a WordPress admin or product path.
2. Sign in with a WordPress account that can approve WooCommerce REST API read/write access.
3. Reconnect WooCommerce from Control Centre and approve the request again.
4. Confirm the store's standard WordPress REST API is reachable publicly and is not redirecting to another host.
5. Once the connection is healthy, retry Sync catalogue or Sync recent orders once and review Events & diagnostics if it fails again.

Private-network, loopback and non-HTTPS store addresses are rejected. This is a security boundary rather than a transient connection error.

If ChannelWeave says the store is already connected to another customer, the existing customer must disconnect it before another customer can connect it. An entered URL alone does not reserve the store; this message appears only after valid WooCommerce credentials have been checked against the store.

A Connecting state should settle after the remote setup completes. Refresh after a few minutes; if setup did not finish, ChannelWeave marks it Needs attention and allows a clean restart.

WooCommerce draft or publish needs reconciliation

If ChannelWeave reports that WooCommerce may have accepted a create or publish request:

1. Do not choose create or publish again.
2. Open the WooCommerce draft and choose Reconcile WooCommerce.
3. ChannelWeave checks the known remote product identity and SKU before changing local status.
4. If no matching remote product is found, review the store once and then retry from the ChannelWeave draft.

This guard prevents a network timeout from creating the same remote product twice. WooCommerce variable-product creation is not available in the current draft editor.

Shopify messages not appearing

If Shopify messages are missing in Inbox:

1. Confirm Shopify is connected and healthy on Control Centre.
2. Reconnect Shopify to refresh permissions.
3. Confirm your store is configured for ChannelWeave message ingest.
4. If you use storefront contact forms, confirm the ChannelWeave Shopify contact setup is enabled for that store.
5. Re-check Shopify → Shopify messages in Inbox setup steps, especially:
   • Editing a Contact form code file under sections/ or blocks/
   • Not editing locales/*.json translation files
   • Shopify standard {% form 'contact' %} alone does not post to ChannelWeave Inbox
   • Form submit target is your app-proxy path (/apps/channelweave-contact unless your store uses a custom proxy path)

Still stuck?

Collect:

• Channel name
• Store/account name
• Time the issue occurred
• Screenshot of the connection state

Then send these to ChannelWeave support.