My Shopify store won’t connect or sync

What to do when a store stops syncing and reads Reconnect needed, when Shopify does not answer, or when a new store will not connect.

Stores: the active store Vital Root marked Expired, last synced a day ago, and under Store details, Reconnect needed: Shopify refused to renew this store’s access 1 day ago, so nothing syncs until you reconnect it, with Reconnect

When a store stops syncing, its products, orders and analytics stop updating, and Stores says why. Open your account menu, choose any settings tab, then Stores; or press the store switcher at the foot of the sidebar, then Manage stores.

The store stopped syncing

The store you are looking at carries its state beside its name, and a sentence under Store details says what happened.

Under Store details: Reconnect needed, Shopify refused to renew this store’s access 1 day ago, so nothing syncs until you reconnect it, with Reconnect

What Stores says	What happened	What to do
Expired, and Reconnect needed: Shopify refused to renew this store’s access	The Omnymous app in your Shopify admin was uninstalled, or its keys were replaced	Reconnect the store, below
Reconnect needed: The Omnymous app was removed from this store in Shopify	The app was uninstalled from the store	Reconnect the store, below
Retrying, and Waiting on Shopify: Shopify hasn’t answered	Shopify did not answer when Omnymous renewed its access	Nothing: Omnymous keeps trying. Check again asks at once

A store’s access to Shopify lasts a day and is renewed ahead of time, so a store usually reads Retrying first, while the renewal is tried again, then Expired once Shopify refuses it.

Reconnect the store

Press Reconnect
It is under Store details. The window that connects a store opens on this one.
Install the app again, or paste its new keys
If you uninstalled the app, the window reads Install the app on your store: press Install in Shopify and install it there. If you replaced its keys, paste the new ones, as when you first connected: see Paste the keys.
Press Check again
Back in Omnymous, Check again connects the store as soon as Shopify confirms the app.

The store reads Active again and syncs again. Its data was kept while it was not syncing.

A new store will not connect

Connecting a store refuses with a message that says why, under the field or in the corner. The most common:

What you see	What to do
“… is not a Shopify store — check the domain and try again”	Type the name from the store’s `.myshopify.com` address. Its own domain, such as `vitalroot.com`, does not work.
“This store is already connected to another Omnymous workspace”	A store belongs to one workspace. Disconnect it there first.
Install the app on your store stays on screen	The app is not installed yet. Press Install in Shopify, install it, then press Check again.
“Shopify hasn’t confirmed these keys for this store. Install the app on the store (step 4), then connect again.”	Install the app on the store from the Dev Dashboard, then press Connect store again.

Every message, with what to do about it, is in Connect your store.

The store syncs, but visits are missing

The connection is fine, but the pixel may be paused: Shopify can pause an app pixel that is not set to Always on. The store’s card in Stores says what Shopify reports, under Pixel data access, with Open Customer events to change it. See Check that the pixel is reporting.

Still stuck

Write to support@omnymous.com with:

your store’s .myshopify.com address and your workspace’s name;
the exact words Stores shows, or the message you got;
what you changed in your Shopify admin before it stopped, if anything.

Add and manage storesConnect another Shopify store to your workspace, switch between your stores, read how each one is connected, and disconnect one you no longer need.
Connect your storeCreate an app for Omnymous in your own Shopify admin, paste its keys into setup, then set its pixel to Always on so Shopify never pauses it.