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Documentation Index

Fetch the complete documentation index at: https://docs.upstackdata.com/llms.txt

Use this file to discover all available pages before exploring further.

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Quick Diagnostic

Start here: Go to Settings → Sources in your Upstack dashboard. Each connected source shows a Last synced timestamp and a health indicator. If any source shows a red status or a “last synced” time older than expected, click into it to see the specific error.

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Symptoms and Fixes

Likely cause: The Shopify app’s API permissions were revoked or the app was uninstalled and reinstalled without completing the full OAuth flow. Shopify stops sending webhooks and blocks API access when permissions are incomplete.Fix:
  1. In your Shopify admin, go to Settings → Apps and sales channels.
  2. Find Upstack Data in the list. If it shows a warning icon or says “Access limited,” the permissions need to be re-granted.
  3. Click Upstack Data → App settings → look for a Re-authorize or Update permissions prompt.
  4. Complete the OAuth flow — ensure you approve all requested scopes (orders, customers, products, checkouts).
  5. After re-authorizing, return to Upstack → Settings → Sources → Shopify and click Test Connection. The status should change to green.
  6. Upstack will automatically backfill missed data for the period it was disconnected (up to 7 days). For longer gaps, contact support to trigger a full historical sync.
Likely cause: The OAuth token for the ad platform source has expired. Meta tokens expire every 60 days unless refreshed, and Google Ads tokens can be revoked if the authorizing user changes their password or disables third-party app access.Fix:
  1. Go to Settings → Sources and click the affected ad platform source (e.g., Facebook Ads, Google Ads).
  2. If the status shows Auth Error or Token Expired, click Reconnect.
  3. Sign in with the same account that originally authorized the connection. Ensure this account still has access to the ad accounts you want to sync.
  4. After reconnecting, click Sync Now to trigger an immediate data pull.
  5. To prevent future expiration issues:
    • Meta: Upstack automatically refreshes tokens, but if the user’s Meta account password changes or 2FA is reset, a manual reconnection is required.
    • Google Ads: Use a service account or a dedicated Google account that won’t have its password changed frequently.
  6. Ad spend data syncs every 6 hours. After reconnecting, the next sync will backfill up to 30 days of missed data.
Likely cause: Shopify automatically removes webhooks that consistently fail to respond. If Upstack’s webhook endpoint experienced downtime or returned errors for 48+ hours, Shopify may have deleted the webhook subscription.Fix:
  1. Go to Settings → Sources → Shopify in your Upstack dashboard.
  2. Check the Webhook Status section. It lists all registered webhooks and their health.
  3. If webhooks show as Inactive or Not Registered:
    • Click Re-register Webhooks. Upstack will re-create all required webhook subscriptions with Shopify.
    • This process takes about 30 seconds.
  4. After re-registration, trigger a test event by placing a test order in your Shopify store (you can use Shopify’s Bogus Gateway for test orders).
  5. Check the Live Event Stream for the incoming webhook event within 2 minutes.
  6. If webhooks fail to register, verify that your Shopify plan supports webhooks (all paid plans do — the Shopify Starter plan has limited webhook support).
Likely cause: The connection is authenticated but the sync job is stuck or paused. This can happen after a plan downgrade (which may reduce sync frequency) or if the source data volume exceeds your plan’s limits.Fix:
  1. Go to Settings → Sources and click the affected source.
  2. Check the Sync History log — look for the most recent sync attempt and its status.
  3. If the last sync shows an error:
    • Note the error message (e.g., “Rate limited,” “Timeout,” or “Quota exceeded”).
    • Click Sync Now to trigger a manual sync attempt.
  4. If the last sync shows success but the “Last synced” time is old:
    • Your sync schedule may have changed. Check Settings → Subscription to confirm your plan’s sync frequency (hourly, every 6 hours, or daily).
    • Free plans sync once per day. Upgrading increases frequency.
  5. If manual sync also fails, try disconnecting and reconnecting the source. This resets the sync cursor without losing historical data.
  6. After reconnection, monitor the Sync History for 15 minutes to confirm data starts flowing.

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Escalation

If none of the above resolved the issue, collect the following before contacting support:
  • Your Pixel ID and the source name (e.g., Shopify, Facebook Ads)
  • The last successful sync timestamp from Settings → Sources
  • Any error messages from the Sync History log
  • Your Shopify plan name and your Upstack subscription tier
Still stuck? Contact support@upstackdata.com with your Pixel ID and a description of the issue. We typically respond within a few hours.

Verify events

Confirm that your Shopify store is sending tracking events to the Upstack pipeline.

Sources overview

See every source Upstack supports and how to connect them.