If you're having issues connecting a store or marketplace in ShipStation, follow the steps below:
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Review Support Resources
Review our Common Store Errors page for a list of common errors you may see when trying to import orders into ShipStation. Our Integration Help Guide includes a page for each of our store or marketplace connections, including detailed steps on how to connect to ShipStation. We also include connection-specific troubleshooting tips and links to partner resources, which can help clear up other confusion you may encounter when connecting the account.
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Make sure you have the correct account permissions
To connect any store or marketplace in ShipStation, your ShipStation username will need to have access to the Configuration or Administration user permissions.
The store or marketplace you're trying to connect may also have restrictions on what kinds of users can create a connection to ShipStation, or may restrict you from being able to access information required for the integration. We recommend using your Admin account to ensure you have access to proper permissions and information.
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Ensure the site is not in Test or Maintenance mode
These developer modes can be helpful for internal troubleshooting, but since ShipStation is a third-party connection we may not be able to connect to your site if it is in test or maintenance mode.
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Contact the ShipStation User Success team
If the above advice does not help you resolve the connection issue, contact ShipStation's User Success team and we'll be happy to review the error and discuss possible solutions. Since this may require access to your store or marketplace, we may need you to share your screen with us. See our page on Contacting ShipStation Support for additional information.
In order to import data or send shipment notifications to your store, ShipStation will need to be able to communicate with the site. In most cases, ShipStation will receive the authentication it needs when the store is connected. However, if you've installed additional security measures on your site or server, you may also need to whitelist access for ShipStation.
Because ShipStation uses a wide range of IP addresses to communicate with your store, we recommend using your application URL (e.g. ss2.shipstation.com; ss3.shipstation.com; ss4.shipstation.com; etc.) for any whitelist or security program you may be using with your store.
Because ShipStation uses a wide range of IP addresses to communicate with your store, we recommend using your application URL (e.g. ship2.shipstation.com; ship3.shipstation.com; ship4.shipstation.com; etc.) for any whitelist or security program you may be using with your store.
If your site or server uses a security application that requires IP addresses, please contact the ShipStation's User Success team. We can provide you with the range of IP addresses necessary for your account.