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Troubleshooting: "Let's make sure your admin credentials are accurate" Error in Webgility Desktop For BigCommerce

This article provides troubleshooting steps for BigCommerce order download issues in Webgility Desktop, particularly when an admin credentials pop-up or a QuickBooks connection issue occurs. 

Issue

When attempting to download orders, sync inventory, or refresh data in Webgility Desktop, the following error popup appears:

"Let's make sure your admin credentials are accurate and up to date. To edit your connection details go to Connections > Sales Channels > Manage Sales Channels." 

Symptoms

  • Admin credentials pop-up appears during order download.
  • Orders are not downloading as expected.

Troubleshooting Steps

  1. Update Webgility Desktop
    • Open Webgility Desktop.
    • Go to Help > Check for Updates.
    • Install the latest available version.
  2. Verify BigCommerce Connection
    • Go to Sales Channels
    • Click on Manage Sales Channel and Edit connection.
    • Review the BigCommerce connection details.
    • Confirm that the connection is active and valid.

    • Confirm that the required admin credentials are available.
    • Ensure the appropriate user has the necessary permissions.Verify Admin Credentials.
Once the connection is confirmed successful, close the connection wizard. Go to the main dashboard workspace. Click the Get New Orders button to ensure your sync and download workflows are functioning normally.
If you have completed these steps and continue to see the popup, please reach out to  Webgility Support at support@webgility.com for further investigation.