Troubleshooting Your WooCommerce Integration

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Overview

Learn how to solve issues with your WooCommerce integration setup by following the relevant troubleshooting scenario described below. If you are encountering issues not on this list, please reach out to the Community or to our Support Team.

Knowledge Check

If you have not already, read our guide on How to Integrate with WooCommerce for step-by-step instructions on integrating, rather than continuing with this article.

Looking for WooCommerce FAQs? Check out quick answers to other customers' questions on the Community forum.

Troubleshooting Scenarios

Legacy Settings Page

In some instances, particularly if outbound traffic is blocked on your network, the plugin’s webhook function may fail to reach Klaviyo. When this occurs, you will not see the settings page in Klaviyo update. The legacy settings page will continue to display with a banner alerting that the plugin is out-of-date.

woocommerce-legacysettingspage.png

To resolve this issue:

  1. Occasionally, the webhook will be delayed in reaching Klaviyo, temporarily causing you to see the legacy settings page. This should resolve itself after a few minutes.
  2. Check your network traffic and firewall settings to confirm that outbound traffic is not being blocked.

If the issue persists, follow the steps under Integration Appears Missing or Out of Sync.

Deactivated or Removed Integration

Do not deactivate or remove your integration prior to updating your plugin. If you have deactivated or removed your integration and are unable to reinstall the latest plugin version, follow the steps below to resolve the issue:

  1. In WooCommerce, deactivate the new plugin. This will clear your existing settings in WooCommerce and remove the integration from Klaviyo.
  2. Reactivate the new plugin to reset your state. You can now set up your integration in Klaviyo. Follow this guide to integrate WooCommerce with Klaviyo from a fresh plugin installation.

Unable to Test API - Invalid Count

If you received an error message "Unable to test API by fetching order count. Invalid count" this means that when Klaviyo tries to validate the WooCommerce integration and get a count of orders, their API doesn’t return a value Klaviyo expects or it returns nothing at all. Since the integration hasn't officially connected to Klaviyo yet, this means that it needs to be resolved within WooCommerce.

To get more information about this error, use an application like Postman to make an API call to the order count endpoint which will provide more insight into what is being passed to Klaviyo.

The endpoint you need is: {customers-url}/wc-api/v1/orders/count

Change {customers-url} to your WooCommerce store URL.

Integration Appears Missing or Out of Sync

Infrequently, you may notice that your Klaviyo plugin and WooCommerce integration are out of sync. If your plugin appears to be connected to Klaviyo but the integration is missing from your account, follow the steps below to resolve. This can also result in the legacy settings page continuing to display even after the webhook is able to connect.

  1. Deactivate the Klaviyo plugin in WordPress
  2. Remove the WooCommerce integration in Klaviyo
    1. Navigate to the Integrations tab.
    2. Locate your integration and click View Settings.
    3. In the upper righthand corner of the integration’s settings page, click Remove.
    4. These steps allow your plugin to clear any existing settings that may have been saved. After clearing your settings, begin with a fresh installation of the integration by following the How to Integrate with WooCommerce guide.

Firewall Configurations Blocking Connection

Klaviyo must be able to access the Woocommerce REST API. If you have firewall configurations in services such as Apache or Cloudflare and are experiencing issues connecting, please contact your hosting provider to allow Klaviyo to access the following endpoints:

  • /wp-json/klaviyo*
  • /wp/json/wc*

JWT Plugin

The JWT Plugin is not currently supported and will cause errors when trying to integrate. Klaviyo uses the default Wordpress and Woocommerce authentication configuration.

Signature Mismatch 401

If you encounter a signature mismatch or 401 error, check with your server administrator that headers and url parameters are not being removed by your server.

Additional Resources

How to Integrate with WooCommerce

Reviewing Your WooCommerce Data

How Often Integrations Sync

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