Troubleshooting

Start with Orders > ShipStation > Log: every import, notice and rejected login is there.

ShipStation’s Test Connection fails

What the log or ShipStation shows	Cause and fix
Log: “Rejected: no Basic credentials received”	The web server drops the Authorization header before PHP sees it (Apache with PHP-FPM / CGI, some cPanel hosts). Add to the store’s .htaccess, above CS-Cart’s rewrite rules: RewriteRule .* - [E=HTTP_AUTHORIZATION:%{HTTP:Authorization}] (Apache) or SetEnvIf Authorization "(.*)" HTTP_AUTHORIZATION=$1. On nginx + PHP-FPM add fastcgi_param HTTP_AUTHORIZATION $http_authorization;.
Log: “Rejected: wrong username or password”	Re-enter both in ShipStation exactly as shown in CS-Cart, or generate new credentials and copy them again. The password is case-sensitive.
Nothing in the log	ShipStation does not reach the store: check the URL (it must start with https://) and that no firewall, bot protection or server password protection blocks ShipStation’s servers. A storefront closed in CS-Cart or open to signed-in customers only still answers ShipStation.
Log: “called on the address of another storefront”	CS-Cart Ultimate: each storefront has its own URL. Copy the URL from the Connection page with that storefront selected.
“ShipStation Connector is switched off or not licensed”	Turn on Enable in the add-on settings and check the licence.
A schema or “not expected” error mentioning CurrencyCode	ShipStation’s published schema omits CurrencyCode, which its own field table and example use. Send us the exact message (see Developer notes).

Orders are missing in ShipStation

• The order’s status is mapped to Do not send (custom statuses are not sent until you choose a group): Connection > Order status map.
• The status words in ShipStation’s Custom Store form do not match exactly (unpaid, paid, shipped, cancelled, on_hold, case-sensitive).
• The order was placed before ShipStation’s import window. Import a wider date range in ShipStation, or raise Import window overlap.
• Multi-Vendor: with owner mode off, a vendor’s orders go to the vendor’s own ShipStation store, not to the marketplace store.
• The import times out on a slow server: lower Orders per import page.

Tracking does not come back

• Check ShipStation’s notification setting of the Custom Store (notices can be delayed there).
• The order tab shows Recorded: nothing was left to ship, the items in the notice were not found in the order (the SKU was changed after the import), or the order has no shipping method. The tracking number is still stored on the tab.
• Failed: see the log; the queue retries it (cron), or click Apply again on the order’s ShipStation tab.
• No tracking link: the carrier is not one of the built-in families. Add a line to Tracking URLs, for example my_courier = https://my-courier.example/track/{tracking}.

The order status did not change

• The order is Cancelled, Declined or Failed (never changed by a shipment), or not every item has shipped yet (set Order status when some items are shipped if you want a status for that).

Customers get two shipment e-mails

ShipStation e-mails them and CS-Cart does too. Set Shipment e-mail from CS-Cart to Never, or switch off ShipStation’s customer notifications.