Troubleshooting

This page contains a list of common errors and known issues encountered while integrating Shopify with Zluri, and instructions on how to fix them.

If your issue isn’t mentioned here, feel free to submit a ticket or contact us directly at [email protected].

SHP-100-A: The User does not have the required permissions to connect the integration

This error occurs when the Shopify user does not have the necessary privileges to connect to Zluri.

To resolve this error, ensure the user has one of the following roles in the Shopify store:

• Store owner
• Staff with full permissions
• Staff with Apps permissions (minimum requirement)

Additionally, verify that:

• The user can access the Apps section in Shopify Admin
• The user has permission to install and manage apps
• No restrictions are placed on API access for the user account
• The store allows third-party app installations

Steps to check permissions:

1. Go to Shopify Admin → Settings → Account and permissions
2. Verify the user's role and permissions
3. Ensure Apps permission is enabled
4. Check that API access is not restricted

After updating the permissions, try to connect the integration again.

SHP-100-B: The permissions associated with the user who connected this integration have been revoked

This error occurs when the Shopify user who connected to Zluri has lost the required permissions.

To resolve this error:

1. Verify the original user still has appropriate permissions:

   • Store owner role
   • Staff with full permissions
   • Staff with Apps permissions (minimum)

2. Check if the user's permissions were modified:

   • Role may have been downgraded
   • Apps permission may have been revoked
   • The user account may have been restricted

3. Restore the necessary permissions or reconnect the integration with a user that has sufficient privileges

SHP-101-A: The API Token provided is incorrect

This error occurs while connecting Shopify to Zluri with an incorrect or invalid API token.

To resolve this error:

• If using a Private App:

  1. Go to Shopify Admin → Apps → App and sales channel settings
  2. Click Develop apps → Create an app
  3. Configure the app with required permissions:
     • read_users (to access staff members)
     • Any other required scopes for your integration
  4. Install the app and copy the Admin API access token
  5. Use this token for the integration

• If using a Custom App:

  1. Go to Shopify Admin → Settings → Apps and sales channels
  2. Click Develop apps → Select your app
  3. Verify the app is installed and active
  4. Copy the correct Admin API access token

• Verify token format:

  • Ensure you're copying the complete token without spaces or extra characters
  • The token should be the Admin API access token, not the Storefront API token
  • Confirm no characters are missing from the beginning or end

After obtaining the correct API token, try to connect the integration again.

SHP-101-B: The API Token used for this integration is expired/revoked

This error occurs when the API token used to connect Shopify to Zluri has expired or been revoked.

Common causes include:

• The private app was uninstalled or deleted
• The API token was regenerated or revoked
• The app permissions were modified
• Store settings changed to restrict API access

To resolve this error:

1. Check the status of your Shopify app:

   • Go to Shopify Admin → Apps → App and sales channel settings
   • Verify your app is still installed and active

2. If the app is missing or inactive:

   • Recreate the private app with the same permissions
   • Generate a new Admin API access token
   • Ensure required scopes are granted

3. If the app exists but token is invalid:

   • Generate a new Admin API access token
   • Use the new token to reconnect the integration

SHP-102-A: The SubDomain provided is incorrect

This error occurs when the Shopify store subdomain (shop name) is incorrect or doesn't exist.

To resolve this error:

• Verify the subdomain format:

  • Use only the store name part (e.g., mystore, not mystore.myshopify.com)
  • Ensure the subdomain is spelled correctly
  • Check for typos or extra characters

• Find your correct subdomain:

  1. Check your Shopify Admin URL in the browser address bar
  2. The format should be: https://[your-subdomain].myshopify.com/admin
  3. Use only the [your-subdomain] part for the integration
  4. Verify the store is active and accessible

• Common subdomain issues:

  • Including .myshopify.com in the subdomain field
  • Using a custom domain instead of the Shopify subdomain
  • Typos in the store name
  • Using an old or changed store name

• How to verify your subdomain:

  • Log into your Shopify Admin
  • Check the URL bar to see your store's subdomain
  • Go to Settings → General to see your store details

After verifying the correct subdomain, try to connect the integration again.

SHP-102-B: The SubDomain provided is incorrect

This error occurs during sync when the Shopify subdomain becomes invalid or inaccessible.

Common causes include:

• The store name was changed
• The store was closed or suspended
• The store was transferred to a different subdomain
• Network connectivity issues

To resolve this error:

1. Verify the current status of your Shopify store:

   • Try accessing your store admin directly
   • Check if the store URL has changed
   • Ensure the store is active and not suspended

2. If the subdomain has changed:

   • Update the integration with the new subdomain
   • Verify the new subdomain is correct and accessible

3. If the store is inactive:

   • Contact Shopify support to reactivate the store
   • Ensure any billing or account issues are resolved
   • Reconnect the integration once the store is active

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If your issue is not listed here, please contact Zluri support with the error details for further assistance.