Basic integration troubleshooter

Disconnecting and reinstalling your integration is a reliable fix for persistent connection errors, authentication failures, and situations where orders have stopped importing and other troubleshooting steps haven't worked. Before you do it, understand exactly what you'll lose.

Steps to reset your integration

1. In your Sendcloud account, go to Settings Integrations.
2. Find your integration in the list and click Disconnect.
3. Reinstall the integration by following the setup guide for your platform. You can find all installation guides in the Integrations section of the Help Center.
4. After reconnecting, go to Settings Integrations Configure and recreate any shipping rules that were deleted.

Before checking your webshop setup, make sure your Sendcloud account is fully configured. An incomplete account can silently block a new connection. Check the account setup steps at the top of this article first.

If your account is set up correctly, work through the following:

Your webshop isn't publicly accessible
Sendcloud needs to reach your webshop over the internet to establish a connection. If your shop is in maintenance mode, behind a password, or not yet published, the connection will fail. Make sure your shop is live and publicly accessible before connecting.

Your SSL certificate is invalid or expired
Even if your shop loads correctly in a browser, an invalid SSL certificate will block Sendcloud's API calls. Check that your certificate is valid and correctly configured with your hosting provider.

A third-party plugin or app is causing a conflict
Security plugins, caching plugins, and checkout extensions are the most common causes of connection conflicts. To identify the culprit, disable your extra plugins one by one, starting with any security, firewall, or caching plugins, and attempt to reconnect after each one. Once the connection succeeds, you've found the conflict.

Sendcloud's IP addresses are being blocked
If your server or hosting environment uses a firewall or IP allowlist, it may be blocking Sendcloud. Add Sendcloud's IP addresses to your allowlist: 

The full list is also maintained and updated at: https://cdn.sendcloud.com/global-media/public-ips.txt 
If your shop uses Cloudflare, its security settings may also block Sendcloud. Read our dedicated guide: Troubleshooting Cloudflare blocking Sendcloud.

A caching proxy is blocking API calls
If you use a caching proxy, make sure it doesn't block or cache Sendcloud's API requests. Ask your developer to check the cache settings and ensure the Sendcloud domain isn't blocked.

Check the failed request log
Go to Settings > Integrations > Failed requests logs. in your Sendcloud account. Any connection errors are logged here with a description. Share the error message with your hosting provider or developer if you need help interpreting it.

If your integration was working and has stopped without you making any obvious changes, the cause is almost always something that changed on either your webshop's side or Sendcloud's side. Work through the following before contacting support.

Check whether this is a Sendcloud-side issue first
Before spending time troubleshooting your webshop setup, check the Sendcloud status page. If there's an active incident affecting integrations, your issue may resolve on its own once it's fixed, no action needed on your side.

Think about what changed recently
The vast majority of sudden integration breakages are triggered by a change, even one that seems unrelated to Sendcloud. Ask yourself:

• Did you update your webshop platform, theme, or any plugins recently?
• Did you update the Sendcloud plugin or app in your webshop?
• Did your hosting provider migrate your server or change any configuration?
• Did your shop's domain or URL change?
• Did you regenerate API keys or change passwords in your webshop backend?
• Did you install a new security plugin or enable a firewall rule?

If any of these apply, that change is most likely the cause. Check the failed request log (see the section above) for the error that appeared around the same time.

Check that your Sendcloud plugin is up to date
An outdated version of the Sendcloud plugin in your webshop is a common cause of sudden breakages, particularly after a platform update. Go to your webshop's plugin or app section and confirm you're running the latest version of the Sendcloud integration.

Check that your API credentials are still valid
If API keys or tokens were regenerated in your webshop, even automatically, the connection to Sendcloud breaks immediately. Go to Settings Integrations Configure in your Sendcloud account and verify the credentials. If they look outdated, reconnect the integration using the fresh keys.

Check the failed request log
Go to Settings > Integrations > Failed request logs and look for the point in time when errors started appearing. The error code and description will tell you what changed. Match it to the relevant section in this article.

Work through the following checks in order before contacting support.

New orders can take up to 4 minutes to appear
Sendcloud fetches new orders approximately every 4 minutes. If you've just placed a test order and it hasn't appeared yet, wait a few minutes and refresh before assuming something is wrong

Check the date filter in Sendcloud
By default, the incoming orders view shows orders from the last 7 days. If you're looking for older orders, open the date filter and set a wider range. This is the most common reason orders appear "missing".

Orders older than 30 days are not imported
When you connect your webshop for the first time, Sendcloud imports orders from the last 30 days only. Orders placed before that window won't appear automatically. If you need older orders imported, contact support from your Sendcloud account.

Check that your integration is still connected
Go to Settings > Integrations and confirm your shop is listed under connected integrations. If it isn't, the connection has been lost and will need to be re-established. See the section below on resetting your integration.

Check the failed request log
Go to Settings > Integrations > Failed request logs. If there are errors listed, note the error message, this is the fastest way to diagnose what's going wrong. Pass the error on to your hosting provider or developer if needed.

A plugin may be sending incomplete order data
Some plugins modify or strip order data before it reaches Sendcloud, causing orders to fail silently. Disable extra plugins one by one to identify if one is interfering. Products marked as virtual in your webshop can also cause orders to be skipped.

Your webshop may not be publicly accessible
If your shop has gone into maintenance mode or the connection has become unreachable, orders stop importing. Check that your shop is live and reachable from the internet.

When you create a label in Sendcloud, the integration automatically sends the tracking number and updated order status back to your webshop. If this isn't happening, check the following.

Check that your integration is still connected
Feedback can only be sent if the connection between Sendcloud and your webshop is active. Go to Settings > Integrations and confirm your shop appears under connected integrations. If the connection has been lost, tracking updates for orders shipped in the meantime will not be sent retroactively, you will need to update those orders manually in your webshop.

Check the failed request log
Go to Settings > Integrations > Failed request logs. If Sendcloud attempted to send feedback and failed, the error is recorded here with a description. This is the fastest way to confirm whether feedback was attempted at all.

Check when the label was created
Feedback is sent at the moment the label is created in Sendcloud. If the label was created while the integration was disconnected, no feedback will have been sent for that order. Update the order status manually in your webshop for those cases.

The feedback may be delayed, not missing
If you process a large number of orders at once, your webshop platform may rate-limit the incoming updates from Sendcloud, causing a short delay before statuses and tracking numbers appear. Wait a few minutes before assuming feedback has failed entirely.

These two errors are the most common authentication-related issues across all integrations. They look similar but have different causes.

401 — Sendcloud can't authenticate with your webshop
This means Sendcloud is being refused because the credentials it's using are invalid or expired. The most common causes are:

• The API keys used to connect your integration have expired or been regenerated in your webshop without updating them in Sendcloud.
• Your Sendcloud account doesn't have a payment method set up. Go to Settings > Financial and make sure a payment method is active, an incomplete billing setup can block authentication.

To fix a 401, regenerate your API keys in your webshop and re-enter them in Sendcloud under Settings > Integrations > Configure. If that doesn't work, disconnect and reinstall the integration from scratch to generate a fresh connection.

403 — Sendcloud is being actively blocked
This means your server or a security layer in front of it is refusing Sendcloud's requests entirely. The most common causes are:

• Sendcloud's IP addresses are blocked by your server's firewall or hosting environment. Add them to your allowlist, the full list is at https://cdn.sendcloud.com/global-media/public-ips.txt.
• Cloudflare is blocking Sendcloud's requests via Bot Fight Mode or WAF rules. Read our dedicated guide: Troubleshooting Cloudflare blocking Sendcloud.
• For Shopify: the OAuth token used during installation has expired or the app permissions have changed. Reinstalling the Sendcloud app in Shopify generates a new token and resolves this.

Check the failed request log first
Go to Settings > Integrations > Failed request logs. A 401 will appear as orders.apis.base.exceptions.AuthenticationError. A 403 will appear as orders.apis.base.exceptions.AccessDenied or a generic forbidden error. The log tells you which type you're dealing with before you take any action.

The failed request log is your first stop for any integration issue. It records every time Sendcloud tried to communicate with your webshop and failed, whether that's fetching orders, sending tracking feedback, or checking the connection. If something is wrong with your integration, the reason is almost always here.

How to find it
Go to Settings > Integrations in your Sendcloud account. Find your integration in the list and click View > connection issue log (or Failed request logs, depending on your integration type).

What you'll see
Each entry shows the date and time of the failed request, the error code, and a description of what went wrong. The most recent errors appear at the top. Key things to look for:

• The error code (401, 403, 404, 500, etc.) tells you the category of the problem. Use the section above on 401 and 403 errors, or the relevant platform troubleshooter at the bottom of this article, to match the code to a fix.
• The error description often names the exact cause, for example: orders.apis.base.exceptions.AuthenticationError or orders.apis.base.exceptions.NotFoundError. Copy this text when contacting support, as it significantly speeds up diagnosis.
• The timestamp tells you when the problem started. If errors begin at a specific point in time, think about what changed around then, a plugin update, a server migration, a password change, or a WooCommerce update are common triggers.

If the log is empty
An empty log doesn't always mean everything is working. It can mean Sendcloud isn't reaching your webshop at all, the request isn't even getting through to generate an error. If your orders have stopped importing and the log is empty, go back to the connection checklist above and verify your webshop is publicly accessible and Sendcloud's IP addresses aren't blocked.

What to do with the error
Most errors in the log are actionable, match the error code to the relevant section in this article or in your platform's troubleshooter. If you've worked through the relevant steps and the error persists, open a support request from your Sendcloud account and include a screenshot of the log entry along with the exact error text. This is the single most useful thing you can provide to support.