Troubleshooting

The feed could not be downloaded#

Symptoms: status "failed", message mentions the URL or a timeout.

• Open the URL in a browser. If it needs a login or returns an error page, ask the supplier for a direct link.
• Check the link has not expired; some suppliers rotate tokens.
• Very slow servers can exceed the five-minute download limit; ask the supplier for a compressed or smaller feed.

Zero products found#

Symptoms: run stops with "no products".

• The XML may be malformed. Validate it with an XML checker.
• The feed may be a wrapper that links to the real file; send the URL to support.
• The product element may be unusual; support adds a profile.

Run stopped by the safety rule#

Symptoms: message about fewer products than the previous run.

The feed returned less than 70 percent of last time. Usually the supplier's file was incomplete. Open the URL and count products roughly; if the feed is genuinely smaller now (a category removed), ask support to reset the baseline.

Variants not created#

• Check that variant entries have their own SKU and an option value such as size or colour.
• Flat variant feeds need a shared parent code; see XML feed requirements.
• Send one product's XML snippet to support for a profile adjustment.

Barcodes or brand missing#

The feed may use an element name the profile does not read. Tell support which element holds the EAN or brand and it is mapped on the next run.

Stock or prices not updating#

• Confirm Update stock or Update price is on for the feed.
• Confirm your plan includes scheduled runs (Starter is import only).
• Check the last run time in the feed tab; if runs are not happening, contact support.
• Products edited manually in Shopify are overwritten by the feed on the next run unless the field is excluded for your feed.