Channel connection issues

Fix common channel authorisation and callback problems.

Last updated:

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 tower card.
  3. Use Connections 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.

Shopify messages not appearing

If Shopify messages are missing in Inbox:

  1. Confirm Shopify is connected and healthy on Control tower.
  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.