Troubleshooting your Shopify integration
You will learn
Learn how to solve issues with your Shopify integration setup by following the relevant troubleshooting scenario described below. If you are encountering issues not on this list, please reach out on our Community or to our Support Team.
Before you begin
If you have not already, read our guide about getting started with Shopify for step-by-step instructions on integrating, rather than continuing with this article.
Table of contents
Here are the troubleshooting scenarios this article will cover:
- The integration settings page is not recognizing my store URL
- My Shopify integration is not syncing
- I’m receiving the error: We are unable to update your integration settings at this time. Please refresh or try again later
- When I try to add a second Shopify account to my Klaviyo account, I’m unable to do so
- My Shopify integration appears to be working, but I’m still getting an in-app notification that it is having problems syncing
- Onsite tracking is not working
Troubleshooting scenarios
The integration settings page is not recognizing my store URL
If you are receiving an error on the Integration Settings page that your store URL is incorrect, make sure that the URL follows the pattern mystore.myshopify.com.
My Shopify integration is not syncing
If you think your Shopify integration is not syncing data properly, re-authenticate with Shopify by completing the following steps:
You need permission to manage integrations in Klaviyo and access to the Shopify store to complete these steps.
- In Klaviyo, select Integrations.
- Select Shopify.
- Click Update Settings. If your credentials have expired, click Re-Authenticate with Shopify instead. Log in to Shopify if prompted.
- Complete Shopify's authorization prompts. When you return to Klaviyo, check that the confirmation shows the correct Klaviyo account and Shopify store, then click Update Integration. Finish this confirmation before leaving the page; your new connection details are not saved until you confirm.
- Wait for the Integration updated success message. This confirms that your settings have been updated.
- Review Recent data on the Shopify integration page. Compare Most recent event for a relevant metric, such as Placed Order, with recent activity in your store. If new data is still missing after the expected sync interval, contact support.
I’m receiving the error: We are unable to update your integration settings at this time. Please refresh or try again later
If you received this error after clicking Connect to Shopify, this could be for a number of reasons.
First, you may receive this error if you have provided an incorrect Shopify URL in the Store URL box. Make sure your store name is spelled correctly before trying to connect.
Another reason you could be receiving this error is if your Shopify store is currently frozen. This can happen if you need to choose a plan, pay an outstanding balance, or if your free trial has expired. Log into Shopify and resolve the issue before trying to connect to Klaviyo.
Additionally, this error could appear if your store was removed by Shopify, or if the Klaviyo application was uninstalled within Shopify. Make sure to check that you have the Klaviyo app installed in Shopify.
When I try to add a second Shopify account to my Klaviyo account, I’m unable to do so
Klaviyo does not currently support more than 1 Shopify store per Klaviyo account. If you have 2 Shopify accounts, you will need to connect them to separate Klaviyo accounts. Head to How to create and manage multiple accounts for more information.
My Shopify integration appears to be working, but I’m still getting an in-app notification that it is having problems syncing
If an issue was recently resolved with your Shopify integration, you might still see this error in-app. Ignore this error, unless you continue to see issues with your integration, such as data not flowing into your account in a timely manner.
Onsite tracking is not working
If you recently added a new theme to your Shopify store, re-enable the Klaviyo app embed for that theme to restore Active on Site and any Viewed Product tracking you have enabled. Follow our instructions for enabling the Klaviyo app embed.
If tracking events are still missing, follow the onsite tracking tests for the events you want to check. The guide includes separate tests for Active on Site and Viewed Product, and for Added to Cart, Viewed Collection, and Submitted Search.
Troubleshooting FAQs
Looking for Shopify FAQs? Check out quick answers to other customers' questions on our Community.
Additional resources
- Shopify data reference
Learn what data syncs from Shopify to Klaviyo and where to view it. This includes both order data (such as Placed Order, Ordered Product, etc.), delivery data, onsite tracking data, and customer data. If you have not already, read our guide on getting started with Shopify for step-by-step instructions on integrating, before continuing with this article.
- How often integrations sync reference
Learn what data syncs from a particular Klaviyo integration and how often the sync runs. We've organized these integrations by ecommerce platforms, email service providers, and other data integrations.
- How to disable notification emails sent by Shopify
Learn how to disable certain marketing or notification emails in Shopify such as abandoned checkout or delivery notifications. You should disable these emails if you are currently sending them via Shopify and want to start sending them via Klaviyo, in order to avoid sending them twice.