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How To Troubleshoot Connection and CAPTCHA Issues Between Webgility Desktop and WooCommerce

This article helps Webgility Desktop users resolve connection and CAPTCHA errors encountered when linking with WooCommerce. Such issues can disrupt data synchronization, block order downloads, or impact overall platform performance. The guide explains common causes such as security settings or outdated credentials and provides clear, step-by-step instructions to fix connection failures and bypass CAPTCHA challenges, ensuring a smooth and reliable integration.

Root Causes

These issues often result from:

  • CAPTCHA (like reCAPTCHA) blocking Webgility Desktop’s API or admin requests.

  • Firewalls or antivirus software blocking Webgility Desktop’s IP or domain.

  • Recent plugin or security updates tightening site restrictions.

Step-by-Step Troubleshooting Guide

1. Confirm the Error

  • Review the exact error message in Webgility Desktop while reconnecting the Sales Channel Connection.

  • Note when the issue occurs (e.g., while syncing data, opening plugin settings).

2. Review CAPTCHA Configuration

  • If you're using CAPTCHA plugins on login, checkout, or admin forms under WooCommerce Plugins list.

    • Temporarily disable CAPTCHA.

    • Re-test the WooCommerce Sales Channel connection with Webgility Desktop.

  • If disabling CAPTCHA resolves the issue, consider configuring exceptions for Webgility Desktop traffic or limiting CAPTCHA to public-facing forms only.

3. Check Firewall and Security Settings

  • Get a list of Webgility Desktop’s required IP addresses and domains (refer to Webgility’s IP Whitelist Guide).

  • Work with your hosting provider or network admin to:

    • Whitelist Webgility Desktop's IP addresses and domains in your site’s firewall, security plugins, and server firewall settings.

    • Remove or adjust rate limiting, geo-blocking, or plugin security features that could block incoming requests.

5. Retest the Connection

  • After updating security settings:

    • Re-attempt the WooCommerce sales channel connection from Webgility Desktop. Under Connections go to Sales Channels and Manage Sales Channels, click on the edit icon and Test Store Connection.

    • In the Webgility Dashboard go to the New Orders tab and click on Get New orders and monitor Webgility Desktop.