SellingIOTroubleshooting
Checks and fixes for common TikTok Shop connection and sync problems.
Match the symptom below, perform the check, and apply the fix. The connection detail separates Information, Products, Sync log, and Warehouse so the next place to inspect is explicit.
Check the status when authorisation returns disconnected
Check whether the TikTok Shop appears in Connections and whether its status is disconnected. Fix it by reconnecting from the connection detail and completing TikTok's authorisation screen through the return to SellingIO. If it remains disconnected, look next at the Information tab for token status and expiry.
Check the Products tab when the first pull is empty
Check that the connection is active and warehouse mapping is confirmed. Fix any unconfirmed mapping, then run the product sync from the Products tab. If products still do not appear, look next at the Sync log for a failed inbound product event and its message.
Check warehouse mapping when stock does not reach TikTok
Check the Warehouse tab for an unconfirmed banner, an active TikTok warehouse with no mapping, or a skipped inventory count. Fix the mapping so each active TikTok warehouse points to the correct SellingIO warehouse, then run inventory sync. If stock still does not move, look next at the Sync log for a failed outbound inventory event.
Check the Sync log when an order is missing
Check that the shop connection is active, then inspect the Sync log for inbound order events around the order time. Fix a disconnected or expired connection by reconnecting it. If the connection is active and there is no successful inbound event, look next at the TikTok Shop order record and note its shop and timestamp for support.
Check location status when the Warehouse tab stays unmapped
Check whether the platform warehouse list has been loaded and whether each active location has a selection. Fix it by syncing TikTok warehouses, choosing one distinct SellingIO warehouse for each active location, and confirming. If the location remains unmapped, look next at its status in the Warehouse tab; removed or inactive locations are not mapped like active sales locations.