# 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](https://docs.omnymous.com/media/troubleshooting/shopify-connection/lapsed.a064df2a.avif)

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](https://docs.omnymous.com/media/troubleshooting/shopify-connection/reconnect.1f97adf1.avif)

| 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

1. **Press Reconnect**

   It is under **Store details**. The window that connects a store opens on this one.

2. **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](https://docs.omnymous.com/getting-started/connect-your-store#paste-the-keys).

3. **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](https://docs.omnymous.com/getting-started/connect-your-store#if-something-goes-wrong).

## 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](https://docs.omnymous.com/tracking/pixel).

## 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.

## Related

- [Add and manage stores](https://docs.omnymous.com/workspace/stores): Connect 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 store](https://docs.omnymous.com/getting-started/connect-your-store): Create 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.

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Source: https://docs.omnymous.com/troubleshooting/shopify-connection