--- title: "‘Why Are Orders Not Being Pulled From My Store?’ - Troubleshooting Guide Troubleshooting We are investigating this issue" slug: "why-are-orders-not-being-pulled-from-my-store-troubleshooting-guide-1" tags: ["Reviews ", "Shopify Plus", "Shopify", "Adobe Commerce (Magento)", "WooCommerce", "Volusion", "Salesforce Commerce Cloud", "BigCommerce", "Custom"] updated: 2024-04-11T08:04:10Z published: 2024-04-11T08:04:11Z canonical: "support.yotpo.com/why-are-orders-not-being-pulled-from-my-store-troubleshooting-guide-1" --- > ## Documentation Index > Fetch the complete documentation index at: https://support.yotpo.com/llms.txt > Use this file to discover all available pages before exploring further. # ‘Why Are Orders Not Being Pulled From My Store?’ - Troubleshooting Guide Products Reviews ###### Supported plans Free, Starter, Pro, Premium, Enterprise ###### eCommerce Platform Shopify, Shopify Plus, Adobe Commerce (Magento), BigCommerce, WooCommerce, Volusion, Salesforce Commerce Cloud, Custom If you see this notification, first check if your e-commerce store registered purchases during the last 5 days. If we have not detected any orders from your store for the past 5 days, we’ll notify you directly in the Yotpo Notification Center.![](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/5942442c-ffdb-4543-a06e-bc2a5ee6b9d1.png?sv=2026-02-06&spr=https&st=2026-11-08T11%3A40%3A31Z&se=2026-11-08T12%3A40%3A31Z&sr=c&sp=r&sig=SEOCk8qs7v79dsZ3XthTTTGdijQkJHsGYqUZvBzXcTc%3D) - If your store did not receive purchases, you can ignore the notification. - If your store did receive purchases in the past 5 days, there might be an issue with the integration between Yotpo and your store. Follow the instructions below to fix the issue. Please note:Once you’ve resolved the issue, it may take a few hours before the notification stops displaying. If your orders are synced with Yotpo but Automatic Review Request emails are still not being sent to your customers, see '[Why is my store not generating reviews?' - Troubleshooting Guide](/v1/docs/why-is-my-store-not-generating-reviews-troubleshooting-guide). ## Shopify & BigCommerce If you’re using Shopify or BigCommerce, the issue may be caused by one of the following: #### 1. Issues with order status Yotpo only pulls orders with certain statuses, depending on your specific e-commerce platform and plan. Learn more in [Order Statuses Supported by Yotpo](/v1/docs/order-statuses-supported-by-yotpo). #### 2 . Issues with platform credentials An issue with your e-commerce platform credentials may result in a loss of connection between Yotpo and your store. - If you’re using Shopify, see [Shopify: Fixing Invalid Credentials](/v1/docs/shopify-fixing-invalid-credentials) - If you’re using BigCommerce, see [BigCommerce: Fixing Invalid Credentials](/v1/docs/bigcommerce-fixing-invalid-credentials) Once you've resolved the issue, it'll take up to 48 hours for new Automatic Review Request emails to be sent out to your customers. **Didn't do the trick?**If the issue persists, please [contact Yotpo Support](https://reviews.yotpo.com/#/?modal=contact_support). ## Adobe Commerce 1 If you’re using Adobe Commerce (formerly Magento) 1, it's possible your orders are not being pulled because of their **order status.** The status of your order must match the order status configured in your Adobe Commerce backend. By default, orders are pulled from your store only when they're marked as “Completed”. To check the order status that is set for your store, do the following: 1. Log into the Adobe Commerce Admin Panel. 2. Navigate to **System** > **Configuration**. 3. From the Configuration Scope drop-down menu, select your store view name. 4. From the left sidebar, click **Yotpo Product Reviews Software**. ![](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/37d77640-eddf-4cef-9203-74b0ea9b1ccc.png?sv=2026-02-06&spr=https&st=2026-11-08T11%3A40%3A31Z&se=2026-11-08T12%3A40%3A31Z&sr=c&sp=r&sig=SEOCk8qs7v79dsZ3XthTTTGdijQkJHsGYqUZvBzXcTc%3D) Once you’ve resolved the issue, you may want to generate any past orders from the last 90 days that were not pulled from your store. To learn more, see [Adobe Commerce 1: Pulling Past Orders](/v1/docs/adobe-commerce-1-installing-yotpo-reviews#pulling-your-past-orders). Didn't do the trick?If the issue persists, please [contact Yotpo Support](https://reviews.yotpo.com/#/?modal=contact_support). ## Adobe Commerce 2 If you’re using Adobe Commerce (formerly Magento) 2, the issue may be caused by one of the following: #### Order status issue The status of your order must match the order status configured in your Magento backend. By default, orders are pulled from your store only when they're marked as “Complete” in Adobe Commerce. To check the order status that is set for your store, do the following: 1. Log into the Adobe Commerce Admin Panel. 2. Click **Stores** > **Configuration**. 3. At the top left of the page, select your store view. 4. From the list on the left, select **Yotpo** > **Reviews and Visual Marketing**. 5. Open **Sync Settings** to check order status. ![](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/a2bdbfbc-2ddb-4dcf-b48c-62437de55cf6.png?sv=2026-02-06&spr=https&st=2026-11-08T11%3A40%3A31Z&se=2026-11-08T12%3A40%3A31Z&sr=c&sp=r&sig=SEOCk8qs7v79dsZ3XthTTTGdijQkJHsGYqUZvBzXcTc%3D) #### Incorrect app key or secret key The app key and secret key in your Adobe Commerce backend must match the app key and secret key of your store. To enter your app key and secret key in Adobe Commerce 2, do the following: 1. Log into your Adobe Commerce account. 2. Click **Stores**. 3. Click **Configuration**. 4. From the **Store View** dropdown, select the relevant Store View. 5. From the menu on the left, select **Yotpo**. 6. Click **Yotpo Configuration**. 7. Next to **Enable Yotpo**, select **Yes**. 8. Enter your app key and secret key. Not sure how to find them? Refer to our [help center](/v1/docs/finding-your-yotpo-app-key-and-secret-key) article. 9. Click **Save Config**. If you have multiple store views, you’ll need to repeat this process for each. ![](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/ae5d48b7-d88e-46f3-9017-27323604dd0d.png?sv=2026-02-06&spr=https&st=2026-11-08T11%3A40%3A31Z&se=2026-11-08T12%3A40%3A31Z&sr=c&sp=r&sig=SEOCk8qs7v79dsZ3XthTTTGdijQkJHsGYqUZvBzXcTc%3D) Didn't do the trick?If the issue persists, please [contact Yotpo Support](https://reviews.yotpo.com/#/?modal=contact_support). ## WooCommerce If you’re using WooCommerce, the issue may be caused by one of the following: #### Yotpo plugin is not activated To pull in orders from your store, the Yotpo plugin must be activated in WooCommerce. To verify the plugin is activated, do the following: 1. Log into your WooCommerce account. 2. Open the list of installed plugins, and navigate to the Yotpo plugin. 3. Verify that the plugin is activated. If you see a prompt to activate the plugin, click to accept. This is how the plugin looks when it is activated:![](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/71e7b0c1-5d46-48d5-8178-998ee6f0ea36.png?sv=2026-02-06&spr=https&st=2026-11-08T11%3A40%3A31Z&se=2026-11-08T12%3A40%3A31Z&sr=c&sp=r&sig=SEOCk8qs7v79dsZ3XthTTTGdijQkJHsGYqUZvBzXcTc%3D) #### Order status issue If the Yotpo plugin is activated but orders are not coming into your Yotpo account, it's possible they are not being pulled because of their **order status.** The status of your order must match the order status configured in your WooCommerce backend. By default, orders are pulled from your store only when they're marked as “Completed”. To check the order status that is set for your store, do the following: 1. Log into your WooCommerce account. 2. Navigate to the WooCommerce folder. 3. Click **Orders**. 4. Verify whether your store has orders in the “Completed” status. ![](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/7411cbf8-7943-44fb-a19d-6c665f200d06.png?sv=2026-02-06&spr=https&st=2026-11-08T11%3A40%3A31Z&se=2026-11-08T12%3A40%3A31Z&sr=c&sp=r&sig=SEOCk8qs7v79dsZ3XthTTTGdijQkJHsGYqUZvBzXcTc%3D) If you’d prefer for Yotpo to pull other order statuses, you can edit the status of your orders through the Yotpo plugin menu: ![](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/7b0311bb-67f1-48b7-b9ab-5b98312e1c26.png?sv=2026-02-06&spr=https&st=2026-11-08T11%3A40%3A31Z&se=2026-11-08T12%3A40%3A31Z&sr=c&sp=r&sig=SEOCk8qs7v79dsZ3XthTTTGdijQkJHsGYqUZvBzXcTc%3D) Once you’ve resolved the issue, you may want to generate any past orders from the last 90 days that were not pulled from your store. To learn more, see [WooCommerce: Setting Up Past Automatic Review Requests](/v1/docs/woocommerce-setting-up-past-automatic-review-requests). Didn't do the trick?If the issue persists, please [contact Yotpo Support](https://reviews.yotpo.com/#/?modal=contact_support). ## Salesforce If you’re using Salesforce Commerce Cloud, this issue is likely caused by a missing or incorrect app key or secret key. The app key and secret key in your Salesforce backend must match the app key and secret key of your store. To enter your app key and secret key in Salesforce, do the following: 1. Log into your Salesforce account. 2. Click **Merchant Tools**. 3. Select the store view (Locale). 4. Click **Custom Object Editor**. 5. Select **yotpoConfiguration**, and then click **Find**. ![](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/5e941b52-a1be-41c4-941b-419543555fee.png?sv=2026-02-06&spr=https&st=2026-11-08T11%3A40%3A31Z&se=2026-11-08T12%3A40%3A31Z&sr=c&sp=r&sig=SEOCk8qs7v79dsZ3XthTTTGdijQkJHsGYqUZvBzXcTc%3D) 1. Enter your app key and secret key. [How to find your Yotpo App Key and Secret Key](/v1/docs/finding-your-yotpo-app-key-and-secret-key) Leave the third field (Authentication) empty. [](/v1/docs/)If you have multiple store views, you’ll need to repeat this process for each. Didn't do the trick?If the issue persists, please [contact Yotpo Support](https://reviews.yotpo.com/#/?modal=contact_support). ## Generic installation If you’re using a generic installation, this issue is likely caused by an invalid API call. Verify that the API calls you're using are updated according to our [API documentation guidelines](http://apidocs.yotpo.com/reference#create-an-order-within-the-yotpo-system) and include product ID, name, URL, and customer details. Didn't do the trick?If the issue persists, please [contact Yotpo Support](https://reviews.yotpo.com/#/?modal=contact_support) and include the API call you’re making. ## Related - ['Why is my store not generating reviews?' - Troubleshooting Guide](/why-is-my-store-not-generating-reviews-troubleshooting-guide.md) - [Contacting Yotpo Support](/contacting-yotpo-support.md)