---
title: "Bigcommerce: Fixing Invalid Credentials 		 			Troubleshooting 			We are investigating this issue"
slug: "bigcommerce-fixing-invalid-credentials"
tags: ["Reviews", "BigCommerce"]
updated: 2024-04-01T13:17:05Z
published: 2024-04-01T13:17:05Z
canonical: "support.yotpo.com/bigcommerce-fixing-invalid-credentials"
---

> ## 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.

# BigCommerce: Fixing Invalid Credentials

Products

			
				
					
						  

					
					Reviews
		
			

				

###### Supported plans

				

Free, Starter, Pro, Premium, Enterprise

			
			

				

###### eCommerce Platform

				

BigCommerce

			

If the following message appears in the notification area of your Yotpo Account, this means your Yotpo account is no longer connected to your BigCommerce shop:

![](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/9291451d-e351-4fe8-b566-88ea99596fa2.png?sv=2026-02-06&spr=https&st=2026-11-08T11%3A53%3A28Z&se=2026-11-08T12%3A53%3A28Z&sr=c&sp=r&sig=cA%2BP9FFkkY1lyBo0L9E%2F9n2I3YEIPlrYRgrAW1aHZq8%3D)

## Required checks

Complete the following checks to ensure your account is set up correctly:

- Verify that the **platform** is set to **BigCommerce**
- Verify that the **shop domain** is the **internal .mybigcommerce.com domain**. You can see this domain in the address bar of the BigCommerce backend.
		  
**Example:**

![](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/68f71da3-661c-4888-a4ba-62fcce87713a.png?sv=2026-02-06&spr=https&st=2026-11-08T11%3A53%3A28Z&se=2026-11-08T12%3A53%3A28Z&sr=c&sp=r&sig=cA%2BP9FFkkY1lyBo0L9E%2F9n2I3YEIPlrYRgrAW1aHZq8%3D)

	
	Please note:
	

		

In your Yotpo Reviews admin, the shop domain will not include the https:// prefix and / suffix.

	

- Check that the BigCommerce Owner email address is **identical** to the email address in your Yotpo admin:
  1. In your BigCommerce Admin, go to **Account Settings.**
  2. Click **Users.**
  3. Make sure that the BigCommerce store **Owner** and the Yotpo account **Admin** are set with the same email address.

![](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/835581c5-e3fa-4d28-b96b-f86bed2eee26.png?sv=2026-02-06&spr=https&st=2026-11-08T11%3A53%3A28Z&se=2026-11-08T12%3A53%3A28Z&sr=c&sp=r&sig=cA%2BP9FFkkY1lyBo0L9E%2F9n2I3YEIPlrYRgrAW1aHZq8%3D)

## Fixing the credentials

If you've verified that the setup is correct, please do the following to fix the store credentials:

1. Click the error message in the notification area of your Yotpo account. You’ll see the following message:
		  
![](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/22601536-6df1-4748-966a-427d11d8030f.png?sv=2026-02-06&spr=https&st=2026-11-08T11%3A53%3A28Z&se=2026-11-08T12%3A53%3A28Z&sr=c&sp=r&sig=cA%2BP9FFkkY1lyBo0L9E%2F9n2I3YEIPlrYRgrAW1aHZq8%3D)
2. Open your **BigCommerce Admin** in a separate tab.

#### In your BigCommerce admin:

1. Go to **Apps.**
2. Click **My Apps.**
3. Uninstall Yotpo Reviews.
4. Go to Market Place.
5. Search for Yotpo.
6. **Re-install** the Yotpo Product Reviews App.

#### In Your Yotpo Reviews admin:

1. Click **Integrations.**
2. Click **Bigc****ommerce**
  - The following message will appear confirming that your credentials have been fixed:
				  
![](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/54d2a094-bec7-4c54-89c5-324990fd8996.png?sv=2026-02-06&spr=https&st=2026-11-08T11%3A53%3A28Z&se=2026-11-08T12%3A53%3A28Z&sr=c&sp=r&sig=cA%2BP9FFkkY1lyBo0L9E%2F9n2I3YEIPlrYRgrAW1aHZq8%3D)

	
	The issue wasn't fixed?
	Please contact [Yotpo's Support Team](https://reviews.yotpo.com/#/?modal=contact_support) and kindly include your BigCommerce account credentials for further assistance.