Purpose: Below you can find the answers to common questions about failed integrations.
Starting from the 1st of August, 2020 (01/08/2020), we will use the following IP addresses to access your systems:
3.120.127.184
3.121.38.108
3.122.58.116
35.158.146.12
52.57.76.59
52.29.84.45
52.29.82.100
52.58.233.101
52.58.235.98
If you're limiting access to your systems by IP addresses (with a firewall, for example), please take care that appropriate changes are made on time to ensure uninterrupted service.
I cannot connect my shop to Sendcloud / My connection is not working anymore
1. Shop integrations can block the connection if you have not configured all of your Sendcloud settings:
- You need to configure your addresses. Go to Settings > Addresses. Check your Sender address and Invoice address.
- You have not set up your Direct Payment Method click here for help.
2. Your shop is not live:
Integrations will only work when your shop is online and publicly accessible. If not our servers cannot reach yours and we are unable to make a call to your API.
3. You are using an app/extension/plugin that is conflicting with Sendcloud:
Please deactivate extra plugins that might be conflicting with Sendcloud.
4. Your SSL certificate is outdated:
check if your certificate is properly configured or generated. Even if your store is live, and working, this does not mean that the certificate is also OK.
5. You are using a caching proxy that does not allow our API to whitelist our IP address:
- 52.58.235.98
- 52.57.76.59
- 52.29.84.45
6. Your shop's connection with Sendcloud is broken:
In your Sendcloud account go to Settings > Connected Shops > Failed requests logs to get more information about it, you should provide this information to your web host.
7. If you have completed the following checks, please try to re-connect your shop:
Delete the plugin, remove the connection both from Sendcloud and the web shop, then reinstall.
Warning: By eliminating your integration, you will also eliminate all incoming orders and shipping rules related to it. In addition, your e-commerce platform will no longer receive any updates on orders shipped until the moment of cancellation!
My orders are not being imported
1. When you connect your webshop to Sendcloud for the first time, we only import your orders from the past 30 days.
2. If you are looking for orders older than 3 days, please use the date filter on the left of the screen to find them.
3. Your products are set as virtual or you have a virtual product linked to a physical one.
4. You have a plugin changing the data of your order as empty:
Please deactivate extra plugins that might conflict with Sendcloud.
5. Your shop's connection with Sendcloud is broken:
In your Sendcloud account go to Settings > Integrations > Failed requests log. Here you can find data on why your request failed, you can provide this information to your web host.
6. Your shop has updated somewhere, this can be within the shop itself, your web host, or in one of your plugins:
To fix this, try to re-connect your shop, you need to delete the integration from Sendcloud and from the webshop.
7. Your shop has blacklisted Sendcloud IP addresses:
Please ask your developer to remove the Sendcloud domain from the blacklist.
Warning: By eliminating your integration, you will also eliminate all incoming orders and shipping rules related to it. In addition, your e-commerce platform will no longer receive any updates on orders shipped until the moment of cancellation!
For more specific problems to do with webshops, you can check out our entire troubleshooter section. Here you can also find a specific article about our service point picker.