FAQ

Common questions and simple solutions.

How do I troubleshoot missing and outdated products?

We've provided a list of common problems and solutions.

This is my first product import and my products are missing.

Solution #1: Check if the Shopgate plugin/app is connected correctly to your shop backend.

API connections need to be established before your products can be imported. Check your plugin to see if it has been connected properly to your shop backend.

Solution #2: Check if the Shopgate plugin/app is installed correctly.

All necessary information to install the Shopgate plugin/app can be found in our instructions. Simply choose your shopping cart system here to make sure you followed installation procedure correctly:

3dCart AmeriCommerce BigCommerce commerce:SEO CoreCommerce
Cosmoshop Gambio ialla JooCart JTL Software
Magento Mauve Mailorder modified eCommerce OpenCart osCommerce
Oxid Pinnacle Cart plentyMarkets PrestaShop Shopify
Shopware Shopware 3.5 SOTE Swisscart Volusion
WooCommerce X-Cart xt:Commerce 3 xt:Commerce 4 (VEYTON) Zen Cart


Solution #3: Check if the Shopgate plugin/app is configured correctly.

After you've made sure that the Shopgate plugin/app has been successfully installed, a few configurations need to be in place. This normally includes:

  1. Entering your Shopgate credentials in your shop backend. Make sure to check if your Shopgate shop number, customer number, API, alias, and/or CNAME have been entered correctly at the Shopgate plugin settings in your shop backend.



  2. Correctly enter the URL to your shop backend in your Shopgate Admin. In your Shopgate Admin, navigate to Integration > Install Interface, then click Actions > Edit on your interface.



  3. Checking if the plugin files have enough permission. In some shopping cart systems, you need to grant Write Permissions to the Shopgate plugin files via your FTP program.

 

An error interrupted the product import process.

  1. Check your import history in your Shopgate Admin to see a brief description of the error. You can learn how to do this here.
  2. Once you've read the description of the error, compare your error to our list of errors for a quick diagnosis. If you don't see the error listed, email support@shopgate.com with your Shop ID and the error code/description.
  3. If you've identified your error and corrected it, it's time to start a product import manually. Learn how here.

 

My products showed up correctly before, but I've noticed that they have not been updated recently.

Solution #1: Check if there been a product import since you changed your products.

Your products are, by default, imported from your shopping cart system once a day to keep the inventory up-to-date. Check your import history to see when was your last product import.

If updates have been made after the daily import, wait for the next scheduled import process, or start a product import manually.

If updates have not been made, it's possible that your changes have been cached. Try clearing your shop cache. Please note that clearing your shop cache does NOT affect your Shopgate apps.

Also note that changes can take up to 4 hours to show up in the apps.

Solution #2: If you see that there has been a product import since you changed your products, check to see if there was a product import error.

  1. Check your import history in your Shopgate Admin to see a brief description of the error. You can learn how to do this here.
  2. Once you've read the description of the error, compare your error to our list of errors for a quick diagnosis. If you don't see the error listed, email support@shopgate.com with your Shop ID and the error code/description.
  3. Start a product import manually. Learn how here.

Solution #3: Check to see if there is a newer version of the Shopgate plugin.

Update your Shopgate plugin to a newer version, if one exists. However, before you do so, ask yourself if your Shopgate plugin is customized. If it is, updating to a generic Shopgate plugin could make your shop functionalities broken and unstable.

You are using a customized version if...

  • You have contacted Shopgate about making a third party plugin to work in your mobile shop.
  • You have contacted Shopgate about adding a special feature/function.
  • Shopgate has sent you an adapted version of the plugin.
  • The plugin file you installed has "adaption" in the name.

To request an updated version for your shop, email Shopgate each time before updating with the following details:

3dCart AmeriCommerce BigCommerce commerce:SEO CoreCommerce
Cosmoshop Gambio ialla JooCart JTL Software
Magento Mauve Mailorder modified eCommerce OpenCart osCommerce
Oxid Pinnacle Cart plentyMarkets PrestaShop Rakuten
Shopify Shopware Shopware 3.5 SOTE Swisscart
Volusion WooCommerce X-Cart xt:Commerce 3 xt:Commerce 4 (VEYTON)
Zen Cart        

 

Frequently Asked Questions

How can I understand more about how the product import works?

For a more in-depth understanding of the import process, read How does Shopgate import my products & categories?

I'm a developer. Where can I find more information about missing and outdated products?

You can find manuals and resources at the Shopgate Developer Center.

 

Are your products still not up-to-date? Let us know!

Submit a ticket below and provide examples of missing or outdated products.

For shops with an integration package, please make sure to provide access to your shopping cart system backend and your FTP server.

Please provide as much detail as possible to help us pinpoint the issue.

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