Purpose: This article will help you troubleshoot and configure your setup for a reliable connection with Sendcloud if you use a self-hosted e-commerce platform, such as WooCommerce, Magento, or PrestaShop, installed on your own server. By following the steps below, you’ll ensure smooth order import, shipping processing, and tracking updates between your shop and Sendcloud.
Understanding the Difference: Cloud-Based vs. Self-Hosted Platforms
Sendcloud integrates with both cloud-based and self-hosted e-commerce systems to automate and simplify shipping.
- Cloud-based systems (e.g., Shopify): These systems are hosted and managed entirely by the platform provider, including all security settings. This means you usually don’t need to make any technical changes to connect them with Sendcloud.
- Self-hosted systems (e.g., WooCommerce, Magento, PrestaShop installed on your own server): You are responsible for managing your server’s security. This means some settings may block Sendcloud’s communication with your shop unless configured correctly.
Requirements for Self-Hosted Shop Systems
To ensure smooth and uninterrupted integration, make sure the following configurations are applied to your server:
1. Allow-list Sendcloud’s IP Addresses
Sendcloud connects to your e-commerce system using specific IP addresses. If your server or security tools (like a firewall or plugin) block unknown IPs, you’ll need to allow-list our IP addresses. This ensures we can fetch new orders and send shipping updates without interruptions.
What to do:
Add all IP addresses listed on this page to your server firewall or security plugin’s allow-list.
2. Allow-list Sendcloud’s User-Agent
Besides IP addresses, Sendcloud also uses a specific User-Agent string when connecting to your shop. Some servers or security tools may block requests if they don’t recognize this string, which can interrupt the connection.
What to do:
Make sure your server or security tools do not block requests that use the following User-Agent strings:
- User-Agent: Sendcloud/1.0.0
- User-Agent: SendCloud/1.0 (<SHOP SYSTEM NAME>; https://www.sendcloud.sc)
Replace <SHOP SYSTEM NAME> with the actual integration type you’re using, such as prestashop or woocommerce.
3. Allow HTTP Methods Used by Sendcloud
Sendcloud needs to use several standard HTTP methods to fully communicate with your e-commerce system.
While GET (to retrieve data) and POST (to send data) are usually allowed by default, we also use other methods, like for updating order statuses or syncing product details, that may be blocked unless you enable them.
What to do:
Check with your server administrator, or review your server, firewall, or .htaccess settings, to make sure the following HTTP methods are allowed for requests coming from Sendcloud’s IP addresses and using our User-Agent:
GETPOSTOPTIONSPATCHDELETE
Blocking these may cause issues such as missing orders or failed tracking updates.
Without the configurations listed above, you may experience:
- Missing or delayed order imports
- Failed tracking number or status updates
- General communication failures between your shop and Sendcloud
These errors can directly impact your order processing and customer communication.
Orders Not Syncing After Maintenance?
If new orders aren’t appearing after planned maintenance or a temporary issue with your integration, the connection may have entered a slowed-down state.
What to do:
- Go to your integrations list in Sendcloud.
- Select the affected integration.
- Click the refresh button to manually trigger order syncing.
Need Help?
If you're unsure how to apply these changes:
- Contact your web hosting provider or server administrator.
- Share this article with them for technical context.
Still having trouble? Our support team is here to help; reach out via your Sendcloud panel.