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 TikTok Shop’s answer (masked). Common codes:
105002/105001the access token is not valid (the add-on refreshes once; if it persists, authorize again),105005your app does not have the scope for the call (request it in Partner Center > Manage API and authorize again so the token carries it),36009004a request check failed (read the message: signature, timestamp, shop_cipher, app key),36009002or HTTP 429 you are throttled (the job is retried by itself),36009033your server IP is not on the app’s IP allow list. - “Not authorized yet”: press the authorization link on the Connection page, or paste the code. “Authorization expired”: the seller must authorize again (the add-on cannot renew it).
- The server clock must be correct: TikTok Shop rejects signatures with a timestamp more than 5 minutes off.
- 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.
Webhooks are rejected
Section titled “Webhooks are rejected”- Webhooks are signed with your app secret (Authorization header = HMAC-SHA256 of the app key and the body): the app key and secret of the active mode must be the ones of the app that sends them. There is no separate webhook secret.
- The web address must be the one on the Connection page, reachable from the internet and not behind a login or an IP filter.
- Rejected events are listed in the log with the action “webhook”.
A product is not created or its stock is not updated
Section titled “A product is not created or its stock is not updated”- The product row shows the reason. Typical: no category mapped, a required attribute without a value or with a value TikTok Shop does not allow, the category is invite-only (apply in Seller Center), the shop has no sales warehouse, or the seller SKU already exists.
- “Seller SKU was not found on TikTok Shop”: the SKU of the mapping is not the seller SKU of the TikTok product. Use the same code in both places.
- Prices cannot change on a product that is under review or deactivated; the row says so.
Shipment is not reported
Section titled “Shipment is not reported”- Seller-shipped orders need a carrier name that matches one of the shop’s TikTok Shop shipping providers (the error on the order lists the valid names).
- Orders that TikTok Shop ships need “Arrange TikTok Shop shipping”; labels and pickup for those orders may still need Seller Center.
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).