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Troubleshoot the Shopify connection

Fix Shopify install errors, a store linked to another workspace, missing orders and app page messages, and disconnect or uninstall the Hushdesk app.

Last updated 3 min read

On this page

Most Shopify problems come from three things: the server not being set up for the Shopify app, the store belonging to another workspace, or an install that did not start from Hushdesk. This page lists every message you may see and the fix.

Before you start

  • Who can do this: owners and admins in Hushdesk; staff with app permissions in Shopify.
  • Plan: all plans.

Step by step

  1. Open Settings > Apps > Shopify and check the card. Connected with your store's name means the link is in place.
  2. If an install failed, read the message under Your store and find it below.
  3. If Shopify showed a Hushdesk page with an error, find that message below.
  4. Start the install again with Install on Shopify once the cause is fixed.

What happens next

When the install succeeds, the Hushdesk page inside Shopify shows ✓ Connected and offers Turn on chat in your theme and Open Hushdesk. Back in Hushdesk, the Shopify sheet lists your store, and the first import of the last 90 days of orders starts in the background.

Disconnecting and uninstalling

  • In Hushdesk: press Disconnect on the store in Settings > Apps > Shopify and confirm Stop syncing this store?. The store's access is dropped at once and nothing more syncs or is sent to it.
  • In Shopify: uninstall the app from your Shopify admin as well. Shopify notifies Hushdesk, and the connection is marked as uninstalled and noted in your audit log.

48 hours after the uninstall, Shopify asks Hushdesk to delete the store's data and its cached orders are removed. If no other store is connected and you have no paid plan, the whole workspace is deleted too. Reinstalling within the 48 hours cancels this. See Shopify permissions explained.

Tips

  • Always start installs from Settings > Apps in the right workspace, so the store links to it.
  • Check the store address carefully; madam-muse and madam-muse.myshopify.com both work.
  • Remove any chat snippet from theme.liquid when you uninstall, if you no longer want chat.

Troubleshooting

"The Shopify app is not set up on this server yet"

The server lacks the Shopify app's credentials. The sheet lists the missing settings ("This server still needs the Shopify Partner app credentials").

"The Shopify app is not configured on this server"

The same problem, seen on the Hushdesk page inside Shopify: "Set SHOPIFY_API_KEY, SHOPIFY_API_SECRET and SHOPIFY_APP_URL."

"This store is connected to another Hushdesk workspace. Its owner has to disconnect it first (or contact support)."

Uninstall the app from the store, or ask that workspace's owner to.

"Another workspace started connecting this store in the last 30 minutes. If that wasn’t your team, contact support."

Wait 30 minutes, or contact support if it was not your team.

"Connect this store to your Hushdesk workspace"

The install did not start from Hushdesk. Press Sign in and connect.

"Shopify could not confirm this session. Reload the app from your Shopify admin."

Reload the Hushdesk app from Apps in your Shopify admin.

"Shopify did not hand over access. Try installing again from Settings → Apps."

The install was interrupted. Start again from Settings > Apps.

"Open Hushdesk from your Shopify admin (Apps → Hushdesk)."

The app page was opened outside Shopify. Open it from your Shopify admin.

"Could not start the install"

An unexpected error stopped the install. Try again; contact support if it repeats.

"Several stores in one inbox is part of the Growth and Scale plans. Change plan in Settings → Plan and billing, or disconnect the other store first."

This workspace already has a connected store. Change to Growth or Scale in Settings > Plan and billing, or disconnect the first store.

"Store not found"

The store was already disconnected or uninstalled. Refresh the page.

"Store names are up to 60 characters"

Shorten the Name on order cards.

Frequently asked questions

How do I uninstall the Hushdesk app from Shopify?

Uninstall it from your Shopify admin under Settings, Apps and sales channels, like any other app. Shopify tells Hushdesk straight away, and the connection is marked as uninstalled in your workspace. Your tickets stay in Hushdesk. Remove the chat snippet from theme.liquid too if you added one.

Why does the Hushdesk page in Shopify ask me to sign in?

Shopify opened the Hushdesk app page but could not match the install to a workspace, usually because the install was not started from Settings, Apps in Hushdesk. Press Sign in and connect, sign in, go to Settings, Apps, Shopify and click Connect. You come straight back.

Can I move my Shopify store to a different Hushdesk workspace?

Yes, but the current workspace must let it go first. Its owner or an admin presses Disconnect on the store in Settings, Apps, Shopify, or you uninstall the Hushdesk app from the store. Then start the install from the new workspace's Settings, Apps. Hushdesk never moves a store between workspaces on its own.

My store is connected but tickets show no orders. Is something broken?

Usually not. Right after you connect, Hushdesk imports the last 90 days of orders in the background, which can take a while on a large store. After that, orders arrive as they are placed. A customer who ordered with a different email, or only more than 90 days ago, shows no orders until one of their orders changes.

What does Turn on chat in your theme do?

It opens your Shopify theme editor with the Hushdesk live chat embed ready, so you only press Save. It needs the Hushdesk app to be published on the Shopify App Store first. Until then, add chat with the theme.liquid snippet, which works on every theme today.

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