Troubleshooting
“Test connection” fails
Section titled ““Test connection” fails”- Check the mode: test credentials only work in test mode and live credentials only in live mode.
- Check for spaces before or after the client ID and secret.
- The Log tab shows Amazon’s answer (masked).
- “invalid grant”: the refresh token is wrong, revoked or belongs to another app. Authorize the app again in Seller Central and paste the new token.
- “Client authentication failed” / “invalid_client”: the LWA client ID or secret is wrong, or the app was deleted.
- 403 “Unauthorized” on a call: the token expired (it is renewed once automatically) or your app does not have the role for that API. Check the roles of the app in Seller Central; changing roles may need a new authorization.
- “The account does not sell on …” (live test): choose the store your seller account is registered on, or register for it in Seller Central.
- Sandbox: Amazon’s sandbox answers only the documented sample requests; use it to test the connection, then switch to Live.
- Your server must be able to reach the provider over HTTPS (outgoing port 443) and have a current CA bundle.
Nothing happens after an order changes status
Section titled “Nothing happens after an order changes status”- Check Settings > General > Enable and the order status settings.
- Check the license status bar on the add-on pages.
- Open Jobs: queued jobs wait for cron. If the counts never change, the cron job is not running; run the command from the settings page by hand once.
A job is “Waiting to retry” or “Gave up”
Section titled “A job is “Waiting to retry” or “Gave up””The last error is shown in the list. Fix the cause (credentials, data, provider outage) and press Retry. Jobs are retried automatically after 5 minutes, 15 minutes, 1 hour, 3 hours and 12 hours before they give up.
A listing is refused or never appears
Section titled “A listing is refused or never appears”- The product shows Amazon’s own message (code and text) in the listings page. The most common ones: a required attribute is missing (map it on the Attributes page), the brand needs approval in Seller Central, or the product identifier (EAN, UPC) is not accepted for that product type.
- “Waiting for Amazon”: the submission was accepted and Amazon is still processing it; the state changes on one of the next runs.
- Listings in categories that require approval (gated categories) must be approved in Seller Central first.
Orders are missing or have no address
Section titled “Orders are missing or have no address”- A new order without a delivery address is skipped and logged. Your app needs the personal data role, and with the v0 Orders API the connector asks for a Restricted Data Token; Amazon refuses it when the role is missing.
- Pending orders (payment not confirmed) are imported once Amazon moves them to unshipped.
- Fulfilled by Amazon (FBA) orders are not imported.
- A 429 answer in the log means Amazon’s rate limit: the job retries automatically. The order search is limited to roughly one request every 3 minutes per seller.
The cron address answers “Forbidden”
Section titled “The cron address answers “Forbidden””The key in the address is wrong. Copy the address again from the settings page.
Still stuck
Section titled “Still stuck”Contact us through https://cs-cart.kaviolabs.com with the add-on version, the CS-Cart version and the relevant log lines (secrets are masked automatically).