WooCommerce troubleshooter

Purpose: This guide explains how to troubleshoot issues that you might encounter using the WooCommerce Integration.

The Sendcloud subscription plans have been updated. If the subscriptions shown in the banner above don’t match your current subscription plan, and you’d like to know more, please click here

Error During Integration Setup

If you see an error saying your shop's API is disabled, you'll need to enable it to connect your shop successfully.

To resolve this, activate the WooCommerce Legacy REST API module by following these steps:

1. In WooCommerce, go to Plugins > Installed Plugins.
2. Use the Search installed plugins bar and type “legacy.”
3. In the search results, find and activate the WooCommerce Legacy REST API module.
   

After activation, try connecting your shop again, and the issue should be resolved.

Security plug in by WooCommerce blocks importer

If you have installed a security plug-in in your WooCommerce, certain settings must be switched off for the importer to work.

Click on the security plug in and scroll to 'filter long url strings', this option must be disabled.

Importer doesn't work

Check in the WooCommerce environment whether the permissions for the API keys are set to read/write. This is necessary to correctly import the data.

Please check the HPOS mode settings in WooCommerce > Settings > Advanced > Features. If HPOS mode is enabled, make sure that the compatibility mode is also enabled or else, Sendcloud will be unable to retrieve orders.

Orders are imported with delay

When you are fetching the orders, please implement the Cache-Control HTTP header with the no-cache Request Directives parameter, as described in this documentation. This will make it possible for Sendcloud to ignore cache and retrieve the newest orders. For more information, click here.

WooCommerce unknown error occurred

There may be an unknown error in the importer of your WooCommerce for various reasons:

1. Check if everything in your WooCommerce environment is up to date, if you have updated everything, the problem may be solved, then log in & out of your Sendcloud account.
2. If everything is up to date and the error still occurs, you can check whether your URL is set correctly. You can find this in your Sendcloud account under settings -> connected shops -> Woocommerce. Here you can also see the public key and secret key, above is the URL of your webshop. Check if you have an URL with www. or without www. when you visit your site. For example: http://www.sendcloud.nl/ or http://sendcloud.nl/, do not forget the / at the end of your URL. Also check for http:// or https://
3. Check whether the permalinks in your settings are NOT set to 'standard'.
4. If this does not work either, create new keys in your WooCommerce account and choose the read/write functionality.

WooCommerce Connection Errors

A Connection Error may occur followed by an error 403. You can solve that by: 

1. Ensuring you have whitelisted the IP addresses we use. You can find the list of IP addresses that need to whitelisted in our Basic Integration Troubleshooter (point 5).
2. Making sure that you have bypass cache enabled for https://my-webshop.com/wc-api/V2

Creating new API keys

1. In your WordPress / WooCommerce admin go to the WooCommerce> Settings > Advanced tab
2. Click on the subheading REST API
3. Click on Add key
4. Enter a Description, make sure you select a user who has all rights, and choose 'Read/Write' in Permissions.
5. Click on Generate API Key and then you get the new keys. Copy both keys in your Woocommerce's shop setting in Sendcloud.
6. Log in & out again in your Sendcloud account.

Connect Button Grayed Out in Sendcloud Integration Page

If the “Connect” button in the Sendcloud Integration screen is grayed out and you cannot proceed with the connection:

Check your permalink settings in WordPress. If the structure is set to Plain, the connection will not work.

To resolve this:

1. Go to Settings > Permalinks in your WordPress admin panel.
2. Select any structure other than “Plain” (e.g. Post name).
3. Save the changes.
4. Go back to WooCommerce > Sendcloud and try connecting again.

This should resolve the issue and enable the “Connect” button.