Troubleshooting·4 min read·Updated 1 April 2025

Fixing Shopify Sync Errors

Q: I reconnected Shopify but my historical data from before the reconnection is gone. Can it be recovered?

Yes. Reconnecting only refreshes the authorisation — it does not delete data. However, there may be a brief period (up to 1 hour) after reconnection where the dashboard shows reduced data while the sync re-validates. If historical data is still missing after 2 hours, contact support.

Q: I have two Shopify stores. Can I connect both?

Yes, on the Business plan you can connect multiple Shopify stores. On the Growth plan, only one Shopify store can be connected at a time. Go to Settings → Integrations → Add Integration → Shopify to add a second store.

Common Shopify connection errors in AskBiz and how to resolve them quickly.

Error: Access token invalid or expired

This is the most common Shopify error. It occurs when the AskBiz app's access token has been revoked in Shopify — usually because:

Someone uninstalled the AskBiz app from your Shopify admin
You transferred your Shopify store to a new owner
Shopify rotated your API tokens after a security event

Fix: Go to Settings → Integrations → Shopify → Reconnect. You will be taken through the Shopify OAuth flow again. Reconnecting does not delete your historical data.

Error: Shopify plan does not support API access

The Shopify Starter plan does not include API access. AskBiz requires at least the Shopify Basic plan to connect.

Fix: Upgrade your Shopify plan to Basic or above, then reconnect in Settings → Integrations → Shopify.

Error: Rate limit exceeded

Shopify imposes API rate limits. If you have many apps connected to your Shopify store simultaneously, AskBiz may hit rate limits during sync, causing partial data imports.

Fix: Wait 15 minutes and trigger a manual sync (Settings → Integrations → Shopify → Sync Now). If rate limit errors persist, consider reducing the number of third-party apps connected to your Shopify store, or contact support to adjust AskBiz's sync schedule.

Data imported but some orders are missing

If most orders import but some are missing, common causes are:

Orders in Draft status — AskBiz only imports completed and cancelled orders, not drafts
Orders from a second Shopify location — check that all locations are enabled in your integration settings
Orders placed before the 2-year historical limit — AskBiz imports up to 2 years of history by default; older orders require a custom historical import (contact support)

Shopify shows connected but no data appears

If the integration shows as connected but your dashboard is empty:

1. Go to Settings → Integrations → Shopify and check the Last Sync timestamp

2. If the timestamp is more than 2 hours ago, click Sync Now

3. Allow 10-15 minutes for the sync to complete

4. If data still does not appear, check that your Shopify store has at least one completed order in the last 2 years

Frequently Asked Questions

I reconnected Shopify but my historical data from before the reconnection is gone. Can it be recovered?

I have two Shopify stores. Can I connect both?

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