Connector Issues
Troubleshooting Shopify connection problems and what to do if your connection drops.
"Shopify is not connected" — but I connected it before
Shopify access tokens can expire or be revoked — for example, if the app connection was removed from the Shopify admin or your store transferred to a new owner.
What to do:
Open Shopify Admin → Apps → Cassian
If Cassian is no longer installed, reinstall it from the Shopify App Store
Approve the Shopify permission screen and finish Cassian sign-in
Reconnecting doesn't affect your existing scans, issues, or score history.
Language settings keep reverting after connecting Shopify
When you first connect Shopify, Cassian auto-detects your store's languages via the Shopify API and updates your site's language configuration. If your manual settings don't stick, it's because auto-detection is still active.
What to do:
Go to Sites → your store → Setup → Language
Set Language detection to Manual
Save your preferred settings
Once set to Manual, your language configuration won't be overwritten by future Shopify connections.
Platform Consistency checks show mismatches but everything looks fine
Brief discrepancies between what Cassian sees on your storefront and what Shopify reports can be caused by caching — your theme may serve cached HTML while Shopify's backend has already updated.
What to do: Wait 15 minutes and trigger a new scan. If the mismatch persists across multiple scans, check your theme's caching settings or whether a CDN is serving stale pages.
Shopify OAuth error — "Access denied" or redirect failure
Restart the install from Shopify Admin or the Shopify App Store
Confirm you have admin permissions on the Shopify store (staff accounts with limited permissions can't authorise apps)
Try connecting in a fresh browser window or incognito mode
If the error persists, contact us with your store domain and the error message shown
Order Pulse shows "No data" or "Insufficient history"
Order Pulse needs at least 7 days of order history to build a reliable baseline before anomaly detection becomes meaningful.
What to do:
- If you've just connected Shopify, wait a week before expecting full analysis
- Confirm Order Pulse is enabled: Sites → your store → Setup → Order Pulse should be toggled ON
- Confirm your Shopify store has live orders (Order Pulse won't generate data from a development store with no transactions)
Shopify connection dropped itself
Shopify occasionally revokes access tokens due to inactivity, or if your store's URL changes.
What to do: Open Cassian from Shopify Admin → Apps. If Cassian has been removed, reinstall it from the Shopify App Store. Reconnecting preserves retained scan history where available.
If your store has moved or changed ownership, contact support before reinstalling so we can help avoid linking the wrong account.
AI Product Feeds show 0 products
Several things can cause this:
- Shopify not connected — Feeds require a Shopify connection. Check the Shopify connection status in Cassian.
- Products in draft status — Cassian only includes published products. Check that your products are active in Shopify.
- Feeds not yet generated — Feeds are generated daily at 4 AM UTC. If you just connected Shopify or enabled feeds, wait for the next generation cycle.
- Feeds not enabled — Go to Sites → your store → Setup → AI Product Feeds and confirm the toggle is ON.
Frequently asked questions
Does reconnecting Shopify reset my scan history?
No. Reconnecting only refreshes the access token. Your scans, issues, and score history are untouched.
I don't have Shopify — can I still use Cassian?
Yes. Cassian scans your storefront URL directly without any platform connection. Platform Consistency checks, Order Pulse, and AI Product Feeds won't be available (they require Shopify data), but Technical, Content, Translation, and LLM Readiness checks all run without a connector.
What Shopify permissions does Cassian need?
Cassian requests read-only access for products, content, locales, translations, metaobjects, and aggregate order counts. Cassian does not request write access.
Can I connect the same Shopify store to multiple Cassian accounts?
No. Each Shopify store can be connected to one Cassian account at a time. If you need to transfer a store to a different account, uninstall Cassian from Shopify Admin first, then reinstall from the target account flow.
My Shopify store is on a custom domain — which URL does Cassian use?
For Shopify App Store installs, Shopify identifies the store automatically during install. For public storefront scans, Cassian uses the customer-facing storefront URL.
Feeds were working and then stopped generating — why?
Check that your Shopify connection is still active in Cassian. A lapsed connection stops feed generation. Reconnect from Shopify Admin and the next scheduled generation will resume normally.