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Troubleshooting Guide: WooCommerce and ShipHero

Updated

Use this guide to fix common errors when you connect a WooCommerce store to ShipHero or disconnect one. Find the error message you see, then follow the steps under it.

Before You Begin

  • WordPress access: You need to log in to your WordPress Admin Panel to check API keys and webhooks.
  • ShipHero access: You need access to the Stores page in ShipHero to connect and disconnect a store.

Orders, products, inventory, or tracking not syncing? See Troubleshooting WooCommerce Orders, Products, Inventory, and Tracking in ShipHero. For how the integration works, see Overview: How the WooCommerce Store Integration Works in ShipHero. To set up or reconnect a store, see Connecting a WooCommerce Store to ShipHero.

Table of Contents

WooCommerce Connection Errors

WooCommerce connection errors in ShipHero come from the API credentials, the site URL, the API version, the connection form, or a firewall. Find your error message below.

WooCommerce Error: "Unable to connect. Please check your credentials, site url, and make sure your woocommerce site is compatible with API Version 3"

When you get this error while connecting your WooCommerce store, check your WooCommerce API credentials first. Then check your site URL and API version.

  1. In your WordPress Admin Panel, go to WooCommerce > Settings.
  2. Select the Advanced tab.
  3. Select REST API. The list of API keys opens.
  4. Find the account you need to check and select its View/Edit link.
  5. On the Key Details screen, confirm Permissions is set to Read/Write. Key Details is where WooCommerce stores your credentials (the consumer key and consumer secret).

Then confirm your other WooCommerce settings are correct:

  • Site URL: Copy and paste your exact website URL. Redirects are not allowed, so enter the final URL for your site. If your site uses HTTPS, the URL must start with "https://".
  • API Version: ShipHero supports API version 3. If you use an older version, contact ShipHero Support to verify whether your site supports API version 3.
  • API version 3 test: Open [yoursite]/wp-json/wc/v3 in a browser. For example, if your site URL is https://woocommerce.shiphero.xyz, open https://woocommerce.shiphero.xyz/wp-json/wc/v3. If the page returns a response, your site supports API version 3.

WooCommerce Error: "consumer_key, consumer_secret and url are required"

When you get this error, one of the Consumer Key, Consumer Secret, or URL fields is blank in the Connect Your WooCommerce Store window. Enter all three, then select Connect.

WooCommerce Error: "One or more selected warehouses are invalid for this WooCommerce store."

When you get this error, a warehouse selected in the Connect Your WooCommerce Store window is not valid for the store. Select only warehouses that belong to your ShipHero account, then select Connect.

The WooCommerce REST API needs pretty permalinks. When your WordPress permalinks are set to Plain, ShipHero cannot connect. Go to Settings > Permalinks in your WordPress Admin Panel, select Post name, save, and connect again. For the full setup steps, see Connecting a WooCommerce Store to ShipHero.

WooCommerce Firewall Blocks ShipHero Requests

A firewall or security plugin on your WooCommerce site can block requests from ShipHero, including the default ShipHero User Agent. A User Agent is a text label ShipHero sends with each request to identify itself. When a firewall blocks ShipHero, entering a custom User Agent when you connect the store may allow the requests through.

  1. Ask your hosting provider or security tool which User Agent values your firewall allows.
  2. Follow the WooCommerce Custom User Agent steps in Connecting a WooCommerce Store to ShipHero.

If ShipHero still cannot connect, contact ShipHero Support.

WooCommerce Disconnect Errors

WooCommerce disconnect errors in ShipHero appear when ShipHero cannot remove its webhooks from your store. Find your error message below.

WooCommerce Error: "Error removing webhooks, please manually remove the ShipHero webhooks in your WooCommerce store and try again."

Depending on how your WooCommerce site is configured, ShipHero cannot always remove its webhooks automatically. A webhook is a message WooCommerce sends to ShipHero when something changes in your store. Remove the ShipHero webhooks manually, then disconnect again.

  1. In your WordPress Admin Panel, go to WooCommerce > Settings > Advanced > Webhooks.
  2. Delete every webhook with the "ShipHero" prefix.
  3. Go to My Account > Stores in ShipHero.
  4. Select Disconnect for your WooCommerce store.

Still Need Help With the WooCommerce Integration?

If these steps do not fix your issue, contact ShipHero Support with your store name, your store URL, and the exact error message you see.

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