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Webgility store reconnection and order download resolution

This article helps Webgility Desktop users troubleshoot issues where the WooCommerce store connection is lost or new orders stop downloading after restarting the Webgility Desktop application. It provides proven steps to check and restore the connection to resume order syncing.

Having Trouble with Webgility Not Recognizing Your Store or Downloading Orders After a Restart?

If you're running into an issue where Webgility no longer sees your connected WooCommerce store or stops downloading new orders after restarting the app, don’t worry—we’re here to help! This guide walks you through what to check and how to get everything working again, based on a proven fix we've used before.

What You Might Be Experiencing:

You may notice one or more of the following:

  • Your WooCommerce store is no longer visible in Webgility after restarting the desktop or web app.

  • New orders aren’t being downloaded even though your store was previously connected.

  • You recently made some system or network changes (like updating Cloudflare settings).

How to Fix It (Step-by-Step)

1. Confirm What’s Going On

  • Check if your store is missing or orders aren’t syncing after a restart.

  • Ask yourself: Have you made any recent changes to your network or security settings (like setting up Cloudflare, proxies, or a firewall)?

2. Check Your Webgility Login

  • If you're having trouble logging in to the Webgility desktop app:

    • Try resetting your password.

    • Make sure you're using the latest version of the app.

3. Review Store Connectivity & Network Setup

  • Make sure Webgility can still connect to your WooCommerce store.

  • If you're using services like Cloudflare, check the following:

    • Add Webgility’s IP addresses to your allow-list.

    • Whitelist the necessary WooCommerce REST API routes used by Webgility.

    • Temporarily reduce security filtering to see if it’s blocking the sync.

4. Check the Database (Webgility Support May Help With This)

  • If needed, we’ll use internal tools to confirm:

    • The Webgility database is working correctly.

    • Your store connection and authentication info (like tokens) haven’t changed or expired.

  • If there's a token issue, you may be asked to reconnect your store.

5. Reconnect Your WooCommerce Store

Here’s how to re-add your store in Webgility:

  •  In Webgility Desktop, navigate to Connections then goto Sales Channel and click on Manage Sales Channel.

  • If you have multiple sales channels added, click the Edit icon in the ACTION column in front of the sales channel for which you want to update the credentials.

  • After selecting the Edit icon you will be shown the sales channel credentials window. Enter your updated sales channel credentials here and click on “Test Store Connection”.

  • Confirm everything connects properly and test syncing orders.

6. Make Sure Everything's Working

  • After reconnecting, check that:

    • Your store shows up again in Webgility.

    • New orders are downloading as expected.

    • You can successfully post an order as a test.

Final Tips

  • Make a note of any changes you've made to your system or network that may have caused this.

  • If this happens again, check your firewall or Cloudflare settings and repeat the steps above.

  • Once everything’s working, let us know if you're satisfied and if there's anything else we can help with!