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Troubleshooting 403 Forbidden and Order Download Issues for WooCommerce Store Connections

This article helps Webgility Desktop users troubleshoot and resolve "403 Forbidden" errors encountered when connecting their WooCommerce store or downloading orders, issues typically caused by server security restrictions like incorrect file permissions or blocked IP addresses.

Overview

A "403 Forbidden" error means your server is actively denying access to Webgility Desktop. When integrating your WooCommerce store, this often occurs because of specific server security settings like misconfigured file permissions, active firewalls, or restrictions on IP addresses that Webgility uses to communicate with your store. This guide will walk you through how to resolve these common issues.

Identifying the Issue

You are likely experiencing a "403 Forbidden" error if:

  • Attempts to connect your WooCommerce store in Webgility Desktop result in a "403 Forbidden" message.
  • Orders are not syncing or downloading into Webgility Desktop as expected.

The most common reasons for this error are:

  • Incorrect File or Directory Permissions: Your website's server settings might be preventing Webgility from accessing necessary files or folders.
  • Missing or Incorrect IP Whitelisting: Your server's firewall, a security plugin, or .htaccess rules might be blocking the IP addresses that Webgility uses to communicate with your store.
  • Hosting Provider Restrictions: Sometimes, your hosting provider might have default security settings that are too restrictive.

Step-by-Step Resolution

Follow these steps to diagnose and resolve 403 Forbidden errors and get your WooCommerce connection working.

1. Verify Server Permissions

Incorrect file and folder permissions on your website's server can prevent Webgility from accessing the necessary files.

  • What to do: You'll need to contact your website hosting provider (e.g., GoDaddy, SiteGround, Bluehost, WP Engine, etc.). Explain that Webgility Desktop is receiving a "403 Forbidden" error when trying to connect to your WooCommerce store. Ask them to verify that the file and folder permissions for your WordPress installation (especially within public_html/, wp-content/, and wp-admin/ directories) are correctly configured to allow external services to access necessary files. Standard permissions are typically 755 for directories and 644 for files.

2. Confirm IP Whitelisting

Your server or website security might be blocking Webgility's communication IPs.

  1. Whitelist Webgility's IP Addresses: Your hosting provider's firewall, any security plugins you use (like Wordfence or Sucuri), or custom .htaccess rules might be blocking Webgility. To resolve this, you need to whitelist (allow access for) the following IP addresses for HTTP and HTTPS traffic:
    • 183.182.84.170
    • 111.118.255.21
    • 54.69.99.71
    • What to do: You will likely need to contact your hosting provider or your web developer to add these IPs to your server's allowlist. If you use a security plugin or a CDN service (like Cloudflare), also check their settings to ensure these IPs are not blocked.

3. Check API Credentials and Permissions

Incorrect API keys or insufficient permissions can also lead to "Unauthorized" errors.

  1. Verify WooCommerce REST API Keys: Log in to your WordPress admin dashboard. Go to WooCommerce > Settings > Advanced > REST API.
  2. Ensure that the API keys you are using in Webgility Desktop have Read/Write permissions and are linked to an active WordPress user with appropriate roles (e.g., Administrator). If unsure, you can generate a new API key and update it in your Webgility Desktop connection settings.
  3. For detailed instructions on how to generate and use WooCommerce API keys, refer to this guide: How to connect Webgility Desktop with WooCommerce.

4. Review Security Plugins and Restrictions

Security plugins or CDN services can sometimes be overly aggressive and block legitimate connections.

  1. Temporarily Disable (with caution): If you have any security plugins (e.g., Wordfence, Sucuri) or CDN services (e.g., Cloudflare) active, you can temporarily disable them one by one to test if they are causing the issue.
    • Important: Only do this if you are comfortable and understand the security implications. Re-enable them immediately after testing.
  2. Test Connection: After temporarily disabling, try to test the store connection in Webgility Desktop.
  3. Configure Exceptions: If disabling a plugin resolves the error, you'll need to re-enable it and then configure exceptions or safe lists within that plugin's settings to specifically allow Webgility's IP addresses and user-agents. Consult the plugin's documentation or your web developer for specific instructions on how to do this.

5. Test Store Connection and Order Sync

Once you've tried the above steps, test your connection again.

  1. In Webgility Desktop, go to Connections > Sales Channels > Manage Sales Channel.
  2. Select your WooCommerce store and click Edit Connection, then click Test Store Connection.
  3. If the connection is successful, proceed to download orders by going to Orders > Get Orders to verify that orders are now importing as expected.

Common Connection Issues & How to Fix Them (General)

Here are other general connection problems that can affect your WooCommerce integration and how to fix them:

Incorrect Webgility Extension URL

Entering the wrong URL during setup can cause connection problems.

Incorrect WooCommerce Admin Credentials

Always confirm that you're entering the correct WooCommerce admin username and password when connecting your store in Webgility Desktop.

Outdated Webgility Application

If you've updated your WooCommerce store but not your Webgility Desktop application, you might see errors.

  • To update your Webgility Desktop application:
    • If you're already logged in: Click Help > Check for Updates > Update within Webgility Desktop.
    • If you're unable to log in: Download and install the latest version from portal.webgility.com.

Outdated Webgility WooCommerce Connector Plugin

If you've updated your WooCommerce store but not the Webgility WooCommerce Connector plugin, you might see errors like:

  • 403 Forbidden
  • 500 Internal Server Error

To update your Webgility WooCommerce Connector plugin:

  1. Download the latest Webgility/WooCommerce integration plugin. The latest version is available from your Webgility account portal. Log in to portal.webgility.com and navigate to the Downloads section to find the WooCommerce plugin file.
  2. Log in to your WordPress admin panel.
  3. Go to Plugins > Add New > Upload Plugin and select the update package you downloaded.
  4. Click Install Now, and then Activate the updated module.
  5. Confirm the successful update under your Plugins list.

Troubleshooting Error Messages (General)

When you test your store connection in Webgility Desktop (Connections > Sales Channels > Manage Sales Channel > Edit Connection > Test Store Connection), you might see messages like:

  • "We are facing an issue while processing your request. Please try again later."
  • "The remote server returned an error. (501) Service Temporarily Unavailable."
  • "Not able to connect to WooCommerce."

🛠 Here's how to fix these errors:

Step 1: Test Your Extension URL in a Browser Paste your Webgility Extension URL directly into your web browser. If you see an error like:

  • 403 Forbidden
  • Page Not Found
  • Access Denied

...then continue with the checklist below.

Step 2: Your Checklist to Resolve Access Errors

  • ✅ Ensure the following IPs are whitelisted: 183.182.84.170, 111.118.255.21, 54.69.99.71.
  • ✅ Confirm that your Webgility files on your hosting server have Read/Write/Modify permissions.
  • ✅ Make sure you're using the latest version of Webgility Desktop. (Remember: Help > Check for Updates > Update if you're logged in, or download from portal.webgility.com if you can't log in.)
  • ✅ Upgrade to the latest Webgility Extension for WooCommerce if needed (download from portal.webgility.com).

🔄 Verifying Your Webgility Extension Version Paste your Webgility Extension URL into your browser. The version number will be visible at the top of the page. Make sure it matches the latest release available from portal.webgility.com.

Connection Tips

If you're still having trouble connecting:

  • Try adjusting the URL format:
    • Add or remove www.
    • Switch between http and https.

Best Practices

  • Regularly update all your WooCommerce plugins, your WordPress core, and your Webgility Desktop application to avoid compatibility issues.