Troubleshooting
Shopify connection errors
Every message the Shopify page can show, from a wrong store handle to a rotated secret or missing scopes, and the fix for each.
Updated
Where the error shows
A red banner "Shopify cannot be reached with the saved credentials" on every dashboard page, and the Shopify page's card reads needs attention with the message. Checkouts pause until the connection verifies again; buyers use Shopify's checkout meanwhile. The message is LatchPay's own plain sentence for the error code; Shopify's raw text is kept for the logs only.
The messages and what to do
- That store could not be found.
- Use the .myshopify.com handle from Settings › Domains, not your custom domain, and check that the store is not paused.
- Shopify does not allow client credentials for this store.
- The app must be created from this store (Settings › Apps and sales channels › Develop apps › Build apps in Dev Dashboard) so the app and the store are in the same organization.
- Shopify does not recognise that Client ID.
- Copy it again from the Dev Dashboard: your app › Settings › Credentials.
- The app is not installed on this store.
- In the Dev Dashboard open your app › Installs › Install app and pick this store. This also appears when the store handle is wrong.
- Shopify rejected the client secret. If you rotated it in the Dev Dashboard, paste the new one.
- Check the secret in the Dev Dashboard under Settings › Credentials and verify again. A rotated secret needs the new value pasted in LatchPay.
- The app is missing some of the required Admin API access scopes. Add them in the Dev Dashboard, release a new version, install the update on the store, then re-check.
- Add the named scopes to a new version, release it, install the update on the store, then press Re-check.
- Shopify rate-limited the request. Wait a minute and try again.
- Wait a minute and verify again.
- Shopify did not answer in time. Try again in a moment.
- Usually a short outage on Shopify’s side; verify again after a moment.
Client credentials give LatchPay a 24-hour token that it renews before expiry. If the app is uninstalled or its secret rotates, the next renewal fails and the banner appears; nothing that already happened is lost. Legacy shpat_ tokens do not expire but fail the same way when the app is uninstalled.
Re-check and reconnect
- Re-check re-runs the token, scope and shop checks on the saved credentials; use it after fixing something in the Dev Dashboard.
- Verify and reconnect (the form under the card) takes a new secret or token; the domain and Client ID are prefilled, secrets are never echoed.
- Disconnect Shopify deletes the saved credentials; connect again from scratch when you want a clean start.