Skip to main content
Most integration problems show up in one of three places: the store’s row on Integrations (status and last sync), the Store health panel beside it, or a message the agent gives a customer during checkout or tracking. Find your symptom below.

​
The connection

The store no longer accepts Popcorn’s credentials. Zid clears the stored credentials when Zid reports them invalid; for every platform the row keeps its badge, but syncs, orders and tracking fail until you reconnect.
  1. On Integrations, click Reconnect (or Connect) on the store’s row 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 Store health, choose 1 hour under Period 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 pop-up, and you see Couldn’t connect to Shopify. Try again. (or the Zid or Salla version). If you see Allow pop-ups for this site, then try again., your browser blocked the pop-up. Allow pop-ups for Popcorn, keep the Integrations page open while the pop-up is up, and click Connect again. If you close the pop-up on a store that is already connected, Popcorn says “Your Shopify store is still connected” and nothing changes.
Popcorn uses one store at a time. With credentials for several platforms it uses Shopify first, then Salla, then Zid, and Store health shows Connection as Partly working with More than one store connected. Products, checkout and tracking all go to the winning store, and Resync products only appears on that row.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.

​
Products and catalog

  1. Check the status line under the store row. 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 that look wrong by the VAT amount: open Zid settings (the gear on the Zid row) and check how VAT applies. See Connect Zid.
  6. Open Store health → Catalog and read Most common problem: Store access failed means reconnect; Store limited requests means the store’s API throttled the import, so wait a few minutes and resync.
The button shows only on the row 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 the health card on Integrations → WhatsApp → Account: Needs reconnect means click Reconnect WhatsApp; Not accepted lists the products Meta rejected and its reasons. See Products in WhatsApp and Channel troubleshooting.

​
Checkout

The agent could not find a shipping option that covers the customer. Store health → Checkout and order creation shows No shipping option with the impact Customers can’t finish.
  • Zid or Salla: go to Settings → Shipping, click Sync from store, choose the methods to sync and set fee and delivery time where required, then click Sync methods. Make sure at least one option is Active and covers the customer’s country and city.
  • Shopify: shipping is handled in Shopify checkout, so use 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 Store health shows Missing a required product option with the impact Customers need to add details. 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.
If no payment method is turned on, the agent doesn’t create the order: it tells the customer your team will confirm how they can pay and hands the conversation over. Turn on at least one method under Settings → Payment. On Zid, the agent offers only the methods your Zid store has on, so also check the payment methods in Zid. See Connect Zid.
The store rejected the order or returned no order reference. Open View details on the Checkout and order creation row for the message, and check the order in Orders. If the message mentions credentials, tokens or authorization, click Reconnect on the store row. For Zid payment links, remember they expire 24 hours after creation.

​
Store notifications and campaigns

A notification from the store (product, order or customer change) or an automated-campaign trigger could not be processed. Store health → Store updates 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 row. 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.

​
Order tracking

The agent could not retrieve the order. Store 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 row.
  • Make sure Track orders is switched on in the agent’s Actions tab. See agent capabilities.

​
Still stuck

Open Store 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.