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# 🛠️ What to do if my synchronization is not working

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 Status 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. **Airtable Token Status**. Your Token should be `Active`. If it's not, the sync won't work. Check our [Token troubleshooting guide](https://help.syncbase.app/en/article/fixing-a-broken-airtable-token-status-uy7boz/) to fix a broken token.
2. **Webhooks**. Should be `Active` — which webhooks should be active depends on your [sync direction](https://help.syncbase.app/en/article/choose-your-sync-direction-11hmu65/). Learn more in our [Understanding Webhooks](https://help.syncbase.app/en/article/understanding-webhooks-in-syncbase-cu609z/) guide. If one isn’t active, simply refresh it.
3. **Task Queue**. Shows updates waiting to be processed. 👉 [See how the queue system works](https://help.syncbase.app/en/article/how-the-queue-system-works-1cnljg5/)
4. **Errors Monitoring**. Surfaces recent sync errors directly in the Status tab. 👉 [See how to monitor errors with the Errors sync tab](https://help.syncbase.app/en/article/monitoring-errors-with-the-errors-sync-tab-52o2ik/)

|| If any of these four are inactive, broken, or show errors, your synchronization cannot work properly.

![](https://storage.crisp.chat/users/helpdesk/website/-/3/5/e/8/35e84c43b53ca800/screenshot-2026-07-14-at-17280_1urmjhu.jpg =700xauto)
||| If your **Task Queue** shows tasks stuck waiting to be processed, check the queue article above. Tasks are normally cleared automatically — a large or growing backlog usually means your inputs need to slow down.


# 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.

👉 Not sure what an error means? Find errors and solutions in the article[ Monitoring errors with the Errors sync tab](https://help.syncbase.app/en/article/monitoring-errors-with-the-errors-sync-tab-52o2ik/)

# 3 - Check the "Last successful update" fields

| This is one of the quickest ways to confirm if your sync is actively running.

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.

![](https://storage.crisp.chat/users/helpdesk/website/-/3/5/e/8/35e84c43b53ca800/capture-decran-2025-10-02-a-16_19oc40c.png =700x198)


# 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](https://help.syncbase.app/en/article/understanding-shopify-webhooks-cu609z/)

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


# 5 - Check your workflow

Some sync issues come from how an update was made, not from a bug.

__Common causes to rule out__:

* **Auto-generated fields edited manually** — Don't manually fill in ID fields (Product ID, Variant ID, Handle...). These are generated by Shopify and filled in by SyncBase automatically. Setting them manually can block or duplicate a record.
* **Linked or lookup fields edited directly** — If you're updating a value through a linked record or lookup field instead of its original source field, the change won't sync. 👉 [See how linked tables and lookup fields work](https://help.syncbase.app/en/article/how-to-link-tables-and-display-data-from-a-tab-to-another-one-ylzh7l/)
* **Large bulk paste or CSV import** — Pasting a large volume of data at once can hit Airtable's own rate limits before SyncBase can process every row. This will result in a big number of taks [in the queue](https://help.syncbase.app/en/article/how-the-queue-system-works-1cnljg5/), making things really slow. Space out large updates using the [Bulk Operations guide](https://help.syncbase.app/en/article/bulk-operations-guide-edit-create-and-more-1rpi3n3/), or use the [bulk update feature](https://help.syncbase.app/en/article/bulk-update-your-shopify-data-from-airtable-11oqivs/) instead.
* **Multiple inventory locations** — Creating products from Airtable in a store with several Shopify locations and only one location syncs? Shopify only auto-activates the first one. 👉 [See the special case for multi-location stores](https://help.syncbase.app/en/article/inventorystock-synchronization-how-does-it-work-fey4v1/)

|| A delay of a few seconds up to a minute is normal (see step 3). If it's been longer and none of the above applies, move to step 5.

# 6 - Check if Shopify or Airtable is down

In rare cases, the issue isn't SyncBase itself — it's **Shopify** or **Airtable** having an incident on their side. When either platform is down or degraded, syncs can slow or stop until they recover.

__Check their official status pages__:

* Shopify → [shopifystatus.com](https://www.shopifystatus.com/)
* Airtable → [status.airtable.com](https://status.airtable.com/)

|| If an incident is reported, the sync will usually catch up on its own once the platform is back up — no action needed on your side.

# 7 - 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.).

| The more precise you are, the faster we can investigate.

### 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](https://help.syncbase.app/en/article/grant-syncbase-access-to-your-synced-airtable-base-oynwko/)