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FAQ & Troubleshooting

I can't connect my store

See the full walkthrough and troubleshooting (wrong permissions, permalinks, HTTPS, firewalls, Cloudflare) in Connect your WooCommerce store.

A sync failed. What do I do?

  1. Open Sync Runs → the failed run. The error message and the Activity Log ("Errors" filter) show what went wrong.
  2. Most common cause: the Feed URL is unreachable or its format changed. Check it on the supplier page.
  3. Another common cause: the sync safety guard stopped the run because the feed came back empty or would have marked more than 20% of the supplier's catalog as "Discontinued" at once, a sign the feed itself is broken, not your setup.
  4. Run the sync again. Transient network errors get automatic retries anyway.

Products are missing images

  • Individually: product page → Re-download from supplier or Upload new.
  • In bulk: Flagged → Missing Images filter → Retry all images.
  • For a whole supplier: Recovery tab → Preview Missing Image Repair → Repair Missing Product Images.

Prices come out wrong

  1. Remember the rule order: SKU → Brand → Category → Tier → Global Markup (Pricing). A forgotten override often "beats" the rule you expected.
  2. Test the product in the Price Calculator with its SKU/brand/category; you'll see which rule applies.
  3. Fix the rules and click Save Rules & Update Prices to recalculate everything.

I changed something in WooCommerce and it "disappeared"

The sync updates fields from the feed. To keep manual changes:

  • Protect that field on the product (lock icon), or
  • Lock the field for the whole supplier (Protected Fields).

When the system detects a manual WooCommerce edit, it doesn't silently overwrite it; it creates a WooCommerce Conflict flag in Flagged Items and you decide.

A product was accidentally deleted from WooCommerce

  • Individually: in Flagged (a WooCommerce Missing flag), click Restore Product.
  • In bulk: supplier → Recovery → Preview Missing WC Repair → Repair Missing WC Products.
  • For the future: enable Auto-Repair in the supplier's configuration.

The supplier stopped sending a product

The product moves to Discontinued according to the supplier's Deletion Policy, after the grace period passes. This way a temporary feed gap doesn't wipe products from your store.

New products arrive without a category

Their feed category hasn't been mapped yet (needs the Pro or Business plan). Open Categories → Pending tab and map it; it applies retroactively to all of the category's products.

I see "All syncs are paused"

Someone clicked Pause Syncs on the Overview. Click Resume Syncs to let scheduled and manual syncs run again.

How often does the sync run?

Whatever each supplier's Sync Schedule says. Without a schedule, it only runs when you click Start Sync (or Sync All on the Overview, this requires the Pro or Business plan). Your plan sets the shortest interval you can schedule: Starter and Pro at most every hour, Business at most every 15 minutes.

I'm not getting notifications by email or Telegram

Right now only the Dashboard channel (the bell) delivers real notifications. See Settings for details.

Didn't find what you needed? Book a call, email hello@vexel.gr, or call 231 777 3800.