Only 60 Days of Orders Imported
The connection is missing the read_all_orders scope. If we set your app up, reply to the setup email and we'll add the scope and send you a fresh token. If it's your own custom app, add the scope, reinstall, paste the new token into Dinopix, and run a sync.
Live Updates Aren't Arriving
New orders appear on sync but not within seconds. This almost always means the connection was saved without the API secret key — Shopify signs each live update with it, and without it Dinopix can't verify deliveries, so none are registered. Reconnect the store with both the access token and the secret. If you don't have the secret, reply to your setup email and we'll resend it.
"The token lacks access to orders/customers"
The app doesn't have read_orders and read_customers, or protected customer data access wasn't approved. If we set your app up, reply to the setup email and we'll fix the permissions. If it's your own custom app, grant both scopes, approve protected customer data, reinstall, and copy a new token — the old one won't pick up the new permissions.
Nothing Is Syncing
- Check the connection shows active in Connected sources, not error
- Look at the last-synced time — if it's stale, hit Sync and watch for an error banner
- If the store password or app was changed in Shopify, the token may have been revoked; reconnect
Orders Show the Wrong Status
Shopify statuses are translated into a shared vocabulary so they line up with WooCommerce and manual orders — see how statuses are normalised. "Fulfilled" in Shopify displays as "completed" in Dinopix. That's expected, not a bug.
A Customer Is Missing
Shopify only creates a customer record when one is attached to an order or created directly. Guest checkouts without an email can't be matched to a contact. Check the order in Shopify has a customer and an email address.