Troubleshooting

Start with sync history

Open Sync history in Jota to see each Shopify event and what happened to it. Filter by Status, Event, or Error text or code.

Status	Meaning
Processing	Jota is working on the event
Created or Updated	The Salesforce record was saved
Skipped	Jota had nothing to do. The result explains why.
Retrying	The event failed and Jota will try again automatically
Failed	Jota has stopped trying. Open Full error for the details.

To retry an event, select Retry. To retry many, apply your filters and select Retry all failed. This covers eligible failures across every page, and retries keep running after you leave the page.

Jota keeps history for 90 days and failed event data for 30 days. After that, a failed event shows Payload no longer retained and can’t be retried. Run a sync from the Shopify Sync tab instead.

Skipped events

Result	What to do
No field mapping configured	Save a mapping for this resource
Payload had no mapped values	Check that the mapped Shopify fields have values
No match field configured	Choose a Contact match field
Payload had no match value	Add a value to the Shopify field used for matching
Jota B2B package is not installed	Install Jota B2B, or ignore this if you don’t use B2B
Synchronization is paused	Contact us. Events are kept and sync when Jota resumes.

Setup

Add store opens a message about the embedded Jota app

This is expected. Your store’s Salesforce credentials have already been created. Close the window, open Jota in your Shopify admin, and connect Salesforce from there.

Salesforce won’t connect

• Connect from Jota in your Shopify admin, not from a saved link.
• Select Sandbox org before you connect to a sandbox. You can’t change this while connected, so select Disconnect first.
• Sign in as the same Salesforce user who added the store.
• If Salesforce says you can’t approve access, have an administrator check the Jota app policy, and confirm you’ve added the store.

Salesforce connected, but the credential setup failed

Select Retry credential setup in Jota. You don’t need to reconnect. If it still fails, check that the connected user has the Jota Admin role and has finished adding the store.

Verify connection fails

• Check that Store Status shows the store as active.
• Open Jota in Shopify and confirm that Salesforce shows as connected.
• Select Reconnect Salesforce in Jota, then select Verify connection again.

The permission wizard asks for an upgrade

Update Jota Core, then Jota B2B if you use it, using the install links. The wizard needs Core 1.33 and B2B 0.28 or newer.

Syncing

A Contact won’t sync

Check the Shopify Error field on the Contact. It shows the latest customer sync error or address warning, and the Shopify Customer Errors report lists every affected Contact. If the error mentions credentials or access, check that the user running the sync has store access.

If Shopify’s state or province doesn’t match your Salesforce picklists, Jota keeps the sync going and adds a warning to this field.

A customer has the wrong default address

The shipping address on the Contact’s Account becomes the default. If that has no street, the billing address is used. See addresses sent to Shopify.

A fulfillment failed with ORDER_NOT_SYNCED

The shipment arrived before its order was in Salesforce. Jota retries for a while on its own. If the event still fails, sync the order, then select Retry in Sync history. You can also run Sync Fulfillments on the Shopify Sync tab.

Orders fail on a custom line item

Choose a Custom product in store setup, and check that it has an active entry in the store’s price book.

Older orders are missing

Shopify limits access to the last 60 days of orders by default. Ask us to set up access to all orders, then run the Order sync again.

Sync is slow, or only orders are syncing

Jota leaves room in your org’s daily Salesforce API limit for your other integrations. Once your org passes 80% of the limit, Jota syncs only orders. Past 95%, it stops until usage drops. Events stay queued and aren’t lost.

Check your usage in Setup → Company Information. A bulk edit in Shopify can also use a lot of your limit. If you’re planning a large update, let us know first so that we can prepare for it.

Get help

Email [email protected] with your store’s .myshopify.com address and the exact error message. Use Copy error in Sync history to copy the full error.