Troubleshoot Shopify sync

Use this guide when Shopify is connected but customers, products, or paid orders are missing or look out of date in myne.

Before you start

• Confirm Shopify status is Active under Settings → Integrations → Shopify.
• Note whether the issue is about historical import, new paid orders, or customer profiles.

Check the connection

1. Go to Settings → Integrations → Shopify.
2. Confirm status shows Active.
3. If the status is Inactive, or Shopify asks you to authorise again, select Reconnect and complete Shopify authorisation.
4. If you still see a legacy custom-app connection notice, disconnect, then connect with Shopify to upgrade.

Check historical order import

1. Open the History tab on the Shopify integration page.
2. Look for Order import runs and whether they completed, failed, or are still in progress.
3. If you selected Skip when you first connected, new paid orders can still arrive, but older orders will not appear until an import is run.

Brand users cannot start a full bulk re-import of customers, products, or orders from this page. Contact myne support if you need a large historical re-import.

Check whether the order should sync

• Ongoing sync uses paid orders only. Unpaid, draft, or cancelled orders may not appear as transactions.
• After a customer pays in Shopify, allow a short time for the update to arrive, then refresh the customer profile in myne.
• Shopify activity can show with source eCom.

Check customer matching

Orders attach to profiles when identity can be matched (for example email or the linked Shopify customer). If the shopper used a different email or is not yet a known customer in myne, the order may create or update a different profile than you expect.

Check loyalty options from import

If points or cashback look wrong on historical orders:

• Confirm whether Award cashback or points for each order during import was turned on when the import ran (it is off by default).
• New paid orders after connect follow your live loyalty setup; skipped historical awards are not applied later unless support re-runs an import with that option enabled.

When to contact myne support

Contact support if:

• The connection shows Active but paid orders stop updating for more than a short period.
• An Order import in History failed and you cannot resolve it by reconnecting.
• You need a large historical re-import after skipping the connect modal.

Include your brand name, Shopify store domain, approximate order times, and a screenshot of the Shopify Details and History tabs.