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Most integration problems show up in one of three places: the store’s card on Integrations (status and last sync), the Commerce health scorecard above it, or a message the agent gives a customer during checkout or tracking. Find your symptom below.

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The connection

The store no longer accepts Popcorn’s credentials. Zid clears the stored credentials when Zid reports them invalid; for every platform the card keeps its badge, but syncs, orders and tracking fail until you reconnect.
  1. On Integrations, click Reconnect (or Connect) on the store’s card and approve access again.
  2. Wait for the confirmation message and for the status line to move from Resyncing products… to a product count.
  3. Open Commerce health, choose 1h and click Refresh. Connection should be Healthy.
Reconnecting also re-registers store notifications and the triggers of active automated campaigns.
The authorization did not complete inside the popup. Check that popups are allowed for Popcorn, keep the Integrations page open while the popup is up, and click Connect again.
Popcorn uses one store at a time. With credentials for several platforms it uses Shopify first, then Salla, then Zid, and Commerce health shows Connection as Degraded with Ambiguous integration. Products, checkout and tracking all go to the winning store, and Resync products only appears on that card.There is no disconnect button on Integrations. To remove the store you do not want, contact Popcorn support.
Popcorn applies Zid subscription events to the workspace whose connected Zid store matches. If you subscribed before connecting, the event is held and applied when you connect the store from Integrations or the Connect Your Zid Store page. If the store is connected and the plan is still missing, contact support. See Connect Zid.

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Products and catalog

  1. Check the status line under the store card. last resync failed means the last import did not finish; never synced means no import has completed yet.
  2. Click Resync products. Popcorn pulls everything from the store again and, if a Meta catalog is connected, pushes it on to Meta. You can resync again after 15 minutes.
  3. Products that are not active in the store stay inactive in Popcorn: Shopify products must have status Active, Salla products must be on sale, Zid products must be published.
  4. Zid products without a SKU are skipped entirely. Add a SKU in Zid and resync.
  5. Zid prices shown without VAT need Add VAT to Zid prices under Settings → General. See Connect Zid.
  6. Open Commerce health → Catalog and read Top failure: Authentication failed means reconnect; Rate limited means the store’s API throttled the import, so wait a few minutes and resync.
The button shows only on the card of the store Popcorn is actively using and only for roles that can manage products (Owner, Admin, Manager). While a sync runs the button is disabled and the status line reads Resyncing products…. If you click too soon after a run you see Products were just resynced. You can resync again in N min.
That is the Meta catalog, not the store. Check Meta catalog health under Channels → WhatsApp → Account: Catalog connection expired — reconnect Meta to resume syncing means click Reconnect on the Meta Business card; N rejected by Meta lists the products and Meta’s reasons. See Meta Business.

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Checkout

The agent could not find a shipping option that covers the customer. Commerce health → Checkout and order creation shows No shipping option with Blocked impact.
  • Zid or Salla: go to Settings → Shipping, click Sync from Store, select the methods to import and set fee and delivery time where required. Make sure at least one option is Active and covers the customer’s country and city.
  • Shopify: shipping is handled in Shopify checkout, so add Delivery Coverage in Settings → Shipping for the countries and cities you deliver to.
See shipping and payment.
The order needs a product option the agent did not collect, so Commerce health shows Required custom option with Customer action required impact. Review the product’s options in Products (Zid custom fields sync automatically) and your agent’s checkout instructions, then ask the customer for the missing choice. See the synced catalog and writing instructions.
Allow Phone-Only Checkout is turned off in Shopify Settings. Turn it on if your Shopify store accepts checkout with only a phone number. See Connect Shopify.
The store rejected the order or returned no order reference. Open View details on the Checkout and order creation card for the message, and check the order in Orders. If the message mentions credentials, tokens or authorization, click Reconnect on the store card. For Zid payment links, remember they expire 24 hours after creation.

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Store notifications and campaigns

A notification from the store (product, order or customer change) or an automated-campaign trigger could not be processed. Commerce health → Webhooks and automations records it with the operation and, in View details, the store’s reference.
  • A single failure usually resolves on the next notification for the same product or order. Click Resync products to catch up on products.
  • If failures keep coming, click Reconnect on the store card. This re-subscribes every notification Popcorn needs. For Zid, Popcorn also re-checks the order and stock subscriptions once a day.
Reconnecting re-registers the triggers of every active automated campaign automatically. Confirm the campaign is still active and that the event you chose is one the platform sends; the lists are on the Shopify, Salla and Zid pages. For messages that were not sent, open the campaign’s results; see campaign troubleshooting.
Customer import starts when you connect and stays current through the store’s customer notifications. Imported customers show their source (Shopify, Salla or Zid) on the profile. If you connected Salla before customer sync existed, click Reconnect once to grant the customer permission. See customers.

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Order tracking

The agent could not retrieve the order. Commerce health → Order status and tracking records it with the order reference under View details.
  • The lookup needs an order number or the customer’s phone number. Without either, the agent tells the customer: Please provide your order number or phone number to track your order.
  • The order number must exist in the store, and a phone lookup only finds orders placed under that phone number.
  • If every lookup fails, the store credentials are usually the cause: click Reconnect on the store card.
  • Make sure the agent’s Order Tracking capability is enabled. See agent capabilities.

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Still stuck

Open Commerce health, click View details on the failing category and share the Event ID with Popcorn support. The details never include customer names, phone numbers or addresses.