Sometimes, things don’t sync as expected. SyncBase is designed to make integrations as smooth as possible — but like any system relying on APIs and webhooks, things can occasionally break. This guide helps you identify what went wrong and what to do next.

1 - Look at your Settings tab (in the app)

1. Open our app in your Shopify admin.
2. Go to Settings tab.
3. Look for "Your store is connected with Airtable." in the Sync Status section. If not, you store is probably not connected to Airtable.

2 - Check the “Errors sync” tab (in the synced base)

1. Open your synced Airtable base.
2. Go to the tab named Errors sync.
3. Look for any entries matching the item ID you’re trying to sync.If you find one, click it to see the details.If you don’t find anything here, proceed to the next steps.

3 - Check if Shopify triggered a webhook

In some cases, Shopify doesn't send any webhook — which means no update is received on our side.

👉 See the list of actions that do not trigger webhooks in Shopify

If the update you're expecting isn’t covered by a webhook, that could explain the issue.

4 - Contact us via our live chat

If nothing shows up in the Errors sync tab and Shopify should have triggered a webhook, please reach out.

You can:

• Use the live chat directly in the app
• Or send us an email at [support@syncbase.app]()

To help us resolve your issue as quickly as possible, make sure to include:

• Was the sync going from Airtable → Shopify, Shopify → Airtable, or both?
• The Shopify ID of the item involved (product, variant, order, metafield, etc.).
• A short explanation of what you tried (e.g. updated a product name, added a new variant, created multiple metaobject entries, etc.).

Speed things up: grant us access

If you haven’t already, grant us access to your synced Airtable base — it makes a big difference in how fast we can solve your issue.

👉 See how to share your base with SyncBase

Updated on: 19/06/2025