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 Synchronization tab (in the app)

Open SyncBase App in your Shopify admin and go to the Synchronization tab.

There, you can quickly verify three key elements:

1. Sync status. Make sure it displays: “Your Airtable-synced base is connected to your store.”
2. Airtable Token Status. Your Token should be Active. If it’s not, the sync won’t work. Check our Token troubleshooting guide to fix a broken token.
3. Webhooks. All webhooks (Airtable Update, Airtable Create, Shopify Webhooks) should be Active. If one of them isn’t, simply refresh it.

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 the "Last successful update" fields

Each table in your base includes fields showing the last time a successful update was made (from Airtable → Shopify or from Shopify → Airtable).

1. Make a quick update (for example, change a product title).
2. Wait a few seconds (sometimes up to a minute).
3. If the timestamp updates, your sync is working correctly.
4. If the timestamp does not change, it means the update hasn’t been processed and there may be an issue.

4 - 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.

5 - 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: 03/10/2025