Last updated: Oct 2, 2026 at 1:31PM
When an integration like Shopify is disconnected, Osello can't reach it — product, inventory, and order syncing pause until you reconnect. Most reconnections take a couple of minutes.
How to tell it's disconnected
Osello checks each integration's connection regularly. When a check fails, you'll see a red alert on the integration's page saying it is disconnected and that source data is not syncing, along with the most recent error message. The same alert appears on your Orders page, and the integration shows a Disconnected status badge on the Integrations list (open the store menu at the bottom of the sidebar, then Integrations).
Note that Disabled is different from disconnected: disabled means someone turned the integration off on purpose with the Enabled switch on its edit page.
Why it happens
The usual causes are on the credentials side:
- The Osello app was uninstalled from your Shopify store.
- An access token or API credential was revoked or rotated.
- Connection details were edited and are now incomplete.
The alert always includes the last error the connection check produced, which usually points at the cause.
How to reconnect
- Open the store menu at the bottom of the sidebar, click Integrations, and open the disconnected integration.
- From the "..." menu, choose Check Connection. If the problem was temporary, this alone brings it back.
- If it stays disconnected, fix the credentials:
- Shopify app install: choose Reauthorize from the same menu and approve the app in Shopify again.
- Custom app connection: click Edit and re-enter the Shop URL and the credentials your connection mode uses — Access Token, or Client ID and Client Secret.
- Saving new connection details automatically triggers a fresh connection check. Once it succeeds, the status flips back to Connected.
When Osello asks you to reauthorize
A connected integration can also show a yellow Reauthorization required banner. It means Osello now needs Shopify permissions your store hasn't granted yet, usually because a feature you have turned on gained a capability, and the banner names the missing permissions. Nothing pauses in the meantime: everything the current authorization covers keeps syncing.
- Install Shopify App or Custom Private App After 2025 (the Connection Mode shown on the integration page): click Reauthorize on the banner and approve the app in Shopify. The banner clears once Shopify confirms the new permissions.
- Custom Private App Before 2025: Osello can't see which permissions an app created in your Shopify admin has, so no banner appears. Open the app under Settings -> Apps and sales channels -> Develop apps, add the permission under its Admin API access scopes, and save.
After you reconnect
Syncing resumes on its own — you don't need to restart anything. Osello also keeps rechecking disconnected integrations automatically, retrying at growing intervals (up to once a day), so a fix on the Shopify side is often picked up without you touching Osello at all.
Reconnecting resumes the normal sync schedule; it doesn't repeat the product import that ran when you first connected. If you want everything refreshed after a long outage, open the integration's actions menu, choose Pull Products, and pick the whole-catalog option.
If the error message doesn't make sense or reconnecting doesn't stick, click the Get Help button on the disconnected alert — it sends us the error details along with your message so we can help quickly.