Connector Issues
Troubleshooting Shopify connection problems and what to do if your connection drops.
"Shopify is not connected" — but I connected it before
Shopify access tokens can expire or be revoked — for example, if the app connection was removed from the Shopify admin or your store transferred to a new owner.
What to do:
Go to Settings → Shopify
Click Reconnect store
Authorise the connection in Shopify
Reconnecting doesn't affect your existing scans, issues, or score history.
Language settings keep reverting after connecting Shopify
When you first connect Shopify, Cassian auto-detects your store's languages via the Shopify API and updates your site's language configuration. If your manual settings don't stick, it's because auto-detection is still active.
What to do:
Go to Sites → your store → Setup → Language
Set Language detection to Manual
Save your preferred settings
Once set to Manual, your language configuration won't be overwritten by future Shopify connections.
Platform Consistency checks show mismatches but everything looks fine
Brief discrepancies between what Cassian sees on your storefront and what Shopify reports can be caused by caching — your theme may serve cached HTML while Shopify's backend has already updated.
What to do: Wait 15 minutes and trigger a new scan. If the mismatch persists across multiple scans, check your theme's caching settings or whether a CDN is serving stale pages.
Shopify OAuth error — "Access denied" or redirect failure
Confirm you're connecting the correct store URL — it must end in .myshopify.com
Confirm you have admin permissions on the Shopify store (staff accounts with limited permissions can't authorise apps)
Try connecting in a fresh browser window or incognito mode
If the error persists, contact us with your store URL and the error message shown
Order Pulse shows "No data" or "Insufficient history"
Order Pulse needs at least 7 days of order history to build a reliable baseline before anomaly detection becomes meaningful.
What to do:
- If you've just connected Shopify, wait a week before expecting full analysis
- Confirm Order Pulse is enabled: Sites → your store → Setup → Order Pulse should be toggled ON
- Confirm your Shopify store has live orders (Order Pulse won't generate data from a development store with no transactions)
Shopify connection dropped itself
Shopify occasionally revokes access tokens due to inactivity, or if your store's URL changes.
What to do: Reconnect from Settings → Shopify → Reconnect store. Reconnecting preserves all your existing data.
If your store migrated to a new .myshopify.com domain, you'll need to add it as a new site rather than reconnecting the old one.
AI Product Feeds show 0 products
Several things can cause this:
- Shopify not connected — Feeds require a Shopify connection. Check Settings → Shopify.
- Products in draft status — Cassian only includes published products. Check that your products are active in Shopify.
- Feeds not yet generated — Feeds are generated daily at 4 AM UTC. If you just connected Shopify or enabled feeds, wait for the next generation cycle.
- Feeds not enabled — Go to Sites → your store → Setup → AI Product Feeds and confirm the toggle is ON.
Frequently asked questions
Does reconnecting Shopify reset my scan history?
No. Reconnecting only refreshes the access token. Your scans, issues, and score history are untouched.
I don't have Shopify — can I still use Cassian?
Yes. Cassian scans your storefront URL directly without any platform connection. Platform Consistency checks, Order Pulse, and AI Product Feeds won't be available (they require Shopify data), but Technical, Content, Translation, and LLM Readiness checks all run without a connector.
What Shopify permissions does Cassian need?
Cassian requests read-only access: read_products, read_orders, and read_translations. Write access is available at Guardian tier and above for features that push data back to Shopify.
Can I connect the same Shopify store to multiple Cassian accounts?
No. Each Shopify store can be connected to one Cassian account at a time. If you need to transfer a store to a different account, disconnect it from the original account first.
My Shopify store is on a custom domain — do I connect the custom domain or the .myshopify.com URL?
When adding a site, use your public storefront URL (your custom domain). When connecting Shopify OAuth, Cassian uses the .myshopify.com address internally. You don't need to enter the .myshopify.com URL manually — Cassian resolves it during the OAuth flow.
Feeds were working and then stopped generating — why?
Check that your Shopify connection is still active (Settings → Shopify). A lapsed connection stops feed generation. Reconnect and the next scheduled generation will resume normally.