Purpose: Our Sendcloud integration with Shopware is a complex data transfer and constantly goes back and forth between your shop and our Sendcloud panel. We offer several steps to troubleshooting errors.
Ensure latest plugin version
Some changes we make in our new plugin versions might cause incompatibilities with settings from older versions. Upon releasing a new update, we make sure to remove those but in case of errors you can reinstall the latest version of our Shopware plugin. For Shopware 6, please follow this article.
Furthermore, it is important to first entirely remove the Sendcloud plugin from your shop.
Removing the Shopware connection
- Go to the panel settings - Integration
- Remove the Shopware integration via the designated button
- Enter your Shopware backend, deactivate the Sendcloud plugin and delete it.
- Follow our Shopware 5 or Shopware 6 installation guides from the beginning.
The installed Sendcloud plugin version should match the latest version that we offer on the Shopware store
Error logs
Whitelist Sendcloud IP addresses
Our servers are hosted in Frankfurt, Germany. Depending on the origin country of your hosting provider, our IP addresses might have been natively blocked. Please make sure to whitelist the following IP addresses:
- 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
The exact steps on how to whitelist IP addresses vary from each hosting provider. Please consider contacting their customer support if you face trouble with this troubleshooting step.
Deactivate service/maintenance mode
During development, you possibly activated Shopware's service mode. However, in order for a flawless connection, it has to be deactivated.
Follow the instructions from the Shopware 5 documentation. Shopware 6 does not have an in-built maintenance mode.
Feel free to contact us by email at support@sendcloud.com or use the contact form. Create a new ticket from the 'Support' section and select the right categorie.