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Shopify problems

Who can do this

  • Owner
  • Admin

Start with Connection health​

SettingsIntegrations → Shopify → Connection health.

What it showsMeaning
Webhooks active — last event timeHealthy. Events arrived in the last 24 hours.
No events received from Shopify in over 24hNothing has arrived recently. Could be a quiet store, or a broken connection.
No webhook events received yetNothing has ever arrived. Place a test order to check.
Reconnect Shopify to refresh accessThe stored access has lapsed. See below.

The card also shows the last event topic and when the connection is valid until.

"Reconnect required"​

A banner appears: Shopify retired the access token, so order and shipment automations cannot reach Shopify's Admin API.

  1. Select Open Shopify admin on the banner, or Reconnect on the connection health card.

  2. Open Boldally Chat once from inside your Shopify admin. That refreshes access automatically.

  3. Come back and confirm the banner is gone.

The connection is renewed in the background as long as the store is opened periodically, so this is a "nobody opened it for a while" problem more than a failure.

No events arriving​

  1. Check the store is quiet, not broken. Place a real test order. A cheap product and a 100% discount code makes this painless.

  2. Check connection health for a reconnect prompt.

  3. Check the checkout captures a phone number. Without one there is nothing to message and events go nowhere. The four settings are on the Shopify screen under Enable event messages in your Shopify store, and in connect Shopify.

  4. If events still do not arrive, contact support with your shop domain and the time of the test order.

Events arrive but automations do nothing​

Open the automation's Logs.

No runs at all means the trigger did not match:

  • The automation is Off. Only Test and Live fire.
  • The trigger scope excludes the event. A Shipment updated automation scoped to delivered ignores out for delivery. A Button / list reply scoped to one template ignores taps elsewhere.
  • The event is not the one you think. Order paid is not Order placed.

Runs exist but nothing arrived means a step failed. The log names it. See testing automations and run logs.

Messages went to nobody during a test​

The automation is in Test mode and the contact is not tagged as a test contact. That is the point of test mode.

Set the Test contacts tag at the top of Automations and put that tag on your own contact record.

Customer sync imported very few people​

Only customers who opted in to marketing SMS are imported, and only those with a phone number.

If almost nobody imports, your checkout is probably not offering the SMS sign-up option. Enable it under Marketing options in your Shopify checkout settings, then wait for new orders. The option cannot be applied retroactively to customers who were never asked.

See Shopify customer sync.

Customer sync failed​

The card shows Last sync failed with the reason. Most often it is an expired connection; reconnect and run it again.

The storefront button does not appear​

The chat button is a theme app embed and must be enabled per theme.

  1. SettingsIntegrations → Shopify → Open theme editor.

  2. On the App embeds tab, switch the Boldally embed on and Save.

  3. If the embed is not listed, wait a few minutes and reload. Shopify's theme service can lag behind a recent app deploy.

Switching or republishing a theme means enabling it again on that theme. See storefront embed.

Connect Shopify
Setup, checkout prerequisites and what each section does.
Testing automations and run logs
Reading a run log to find the failing step.
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