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How to solve WooCommerce order sync failures related to captcha verification

This article helps Webgility Desktop users address WooCommerce order download failures in Webgility Desktop caused by Captcha verification systems. It explains how these security measures can interfere with Webgility Desktop's communication with WooCommerce and provides steps to resolve related order fetching or updating issues.

Overview

If you're experiencing WooCommerce order sync failures with Webgility Desktop, this guide will help you troubleshoot issues related to Captcha verification systems. These systems, while designed to protect your store, can sometimes interfere with Webgility's ability to communicate with your store and prevent orders from being fetched or updated.


Identifying Captcha-Related Sync Failures

You might be facing this issue if you notice the following:

  • Error messages in Webgility Desktop or your WooCommerce logs that mention "Captcha," "challenge," or "bot/robot detection."
  • Sync attempts failing with errors like 403 Forbidden or 401 Unauthorized, or if you're being unexpectedly redirected during the connection process.
  • You've recently implemented a Captcha system or security plugin on your WordPress site (like Google reCAPTCHA or Wordfence).

Step-by-Step Resolution

  1. Gather Technical Details

To help us resolve this, please collect the following information:

  • Error logs from both Webgility Desktop and your WooCommerce/WordPress server for any failed sync attempts.
  • Confirm which security or Captcha plugin you are using (e.g., Google reCAPTCHA, Wordfence).
  • Note the affected API routes (if known) and any IP blocks or failures you've identified.

 

  1. Whitelist Webgility IPs

The most common solution is to whitelist Webgility's IP addresses in your Captcha/security plugin and, if necessary, at your server firewall level.

  • Whitelist the following IP addresses in your Captcha plugin and server rules to allow Webgility to communicate with your store securely:
    • 183.182.84.170
    • 111.118.255.21
    • 54.69.99.71

Note: If Captcha is not required then remove the Captcha.

  1. Test Sync After Whitelisting

After whitelisting the IPs, try syncing your orders again in Webgility Desktop, or place a test order. Monitor if the synchronization is successful and check your logs for any further Captcha-related triggers.