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Troubleshooting Common Issues

This guide covers common issues across all InSyncer integrations and how to resolve them.

Orders not syncing

Check the sync logs: In your Shopify admin, open the InSyncer app and check the sync logs for errors. Most sync failures are logged with a specific error message.

Check the MYOB connection: Verify that your MYOB system is accessible and the API user credentials are correct. For Acumatica, check that the API user hasn’t been locked or had its password changed. For Exo, verify the API endpoint is reachable.

Check error notification emails: InSyncer sends email notifications when a sync fails. Check the email address configured in the app settings.

Inventory levels not updating

Verify SKU matching: The most common cause is a SKU mismatch between MYOB and Shopify. Check that the product SKUs in your MYOB system exactly match the SKUs in Shopify.

Check warehouse mapping: If you have multiple warehouses, verify the mapping between MYOB locations and Shopify locations.

For MYOB Exo: Verify the delta stock sync table (SHOPIFY_GENERAL_INFO) is configured correctly and the search template is returning results. Your MYOB consultant can check this.

Pricing discrepancies

Check the pricing source: Verify the correct price list or price class is being used as the source in MYOB.

For B2B pricing: Confirm the customer’s Shopify account is correctly linked to their MYOB debtor account. Incorrect mapping will result in wrong pricing.

Check tax settings: Pricing discrepancies are often caused by tax-inclusive vs tax-exclusive settings differing between the two systems.

Still need help?

Contact the CyberWorkshop team:

Need help? Contact info@insyncer.com or call +64 9 889 8881 (NZ) / +61 3 9994 1790 (AU).