Issue with Shopify API imports and order connections

Incident Report for Channable

Monitoring

Additional instructions for renewing Shopify connections and manual fallback

We have provided further details and a manual workaround for users experiencing difficulties renewing their Shopify connection. You can find these full instructions at: https://helpcenter.channable.com/get-started/getting-started/connections-in-channable/how-to-renew-a-connection.

- Do NOT uninstall the current Channable app in Shopify during this recovery process.
- If the 'Renew' button does not work, you can manually trigger the reauthentication flow by logging into admin.shopify.com, navigating to Installed apps, opening the Channable app, and clicking Open app.
- Orders that failed while the connection was down will not automatically retry. Re-send them manually once your connection is active. Note that re-sent orders may take some time to appear in Shopify.

If you are still unable to renew your connection after trying the manual fallback, please contact our support team at support@channable.com.

Posted May 26, 2026 - 12:34 CEST

Update

Shopify connections can be renewed again in Channable. Companies with broken Shopify connections will see a notification on log in.

To restore Shopify connectivity, please 'Renew' the connection as described in this page: https://helpcenter.channable.com/get-started/getting-started/connections-in-channable/how-to-renew-a-connection.

After pressing 'Renew' and logging in to Shopify you will need to press 'Open app'. This triggers the reauthentication process between Channable and your Shopify store.

Posted May 23, 2026 - 15:33 CEST

Update

We have identified a fix for renewing Shopify connections while our app remains delisted. We are currently working on implementing this and getting it in our tool.

We expect to provide an update on this within 30 minutes.

Posted May 23, 2026 - 15:18 CEST

Update

As part of Shopify's own security measures our Shopify app has been delisted. We are currently reaching out to Shopify to re-list our app as soon as possible. Until that time renewing connections as described in the previous updates is not possible.

We will update when it is again possible to renew connection(s) and resend all failed orders.

Posted May 23, 2026 - 13:11 CEST

Update

Contrary to our previous update we have identified that stock updates are still affected by this issue. The previously-shared fix for order connections will also fix stock updates and imports from Shopify.

To restore Shopify connectivity, please 'Renew' the connection as described in this page: https://helpcenter.channable.com/get-started/getting-started/connections-in-channable/how-to-renew-a-connection

After renewing the connection any orders that failed while the connection was not working, will need to be re-sent by following the steps in this helpcenter article: https://helpcenter.channable.com/list-advertise/orders/troubleshooting-orders/how-to-fix-resend-a-failed-order#resend-all-orders

Posted May 22, 2026 - 23:11 CEST

Update

We have identified a fix for the issue affecting Shopify connections. This fix requires manual intervention by an authorized Shopify user, which means Channable cannot apply this fix for you.

To restore Shopify connectivity, please 'Renew' the connection as described in this page: https://helpcenter.channable.com/get-started/getting-started/connections-in-channable/how-to-renew-a-connection

Posted May 22, 2026 - 22:19 CEST

Update

We have applied a fix which has allowed stock updates to work again. This means that Channable is again able to notify marketplaces of stock changes when orders are placed on Shopify, but we are not yet able to send new orders or returns from other marketplaces to Shopify.

Posted May 22, 2026 - 21:16 CEST

Identified

The issue has been identified and a potential fix is being worked on.
The potential fix will require manual action from an authorized Shopify user to re-link Channable to Shopify. Instructions to perform this re-linking will be shared once they are ready.

Posted May 22, 2026 - 21:04 CEST

Investigating

We are investigating a potential issue with Shopify authentication.
Channable projects affected by this issue will show a red 'failed' marker for Shopify imports, and will not receive new orders, returns or stock updates. This incident will be updated once we know more.

Posted May 22, 2026 - 20:31 CEST

This incident affects: Importing items (Shopify) and Order synchronization (Returns, Stock updates, Order synchronization).