My Orders Are Not Syncing -- What Should I Do? - FAQ

My Orders Are Not Syncing -- What Should I Do? - FAQ | AutoLetter Help Center

New orders are not showing up in AutoLetter? Synchronization problems usually have one of the following causes. Go through the points in order to identify and resolve the issue.

The most common cause of failed synchronizations is incorrect or expired credentials.

For the Billbee integration, AutoLetter requires three pieces of information:

API Username (your Billbee email address)
API Password (generated in Billbee under Settings > API)
API Key (also generated in Billbee)

Check: Go to Dashboard > Integrations > Billbee and compare the stored data with the information in your Billbee account. Re-enter the credentials if needed.

For Shopify, AutoLetter requires:

Shop Domain (e.g., your-shop.myshopify.com)
Access Token (generated during app installation)

Check: Make sure the AutoLetter app is installed and active in your Shopify store. Verify under Shopify > Settings > Apps that AutoLetter has the necessary permissions (read customer and order data).

If you change your Billbee API password or your Shopify access token, you must also update the new credentials in AutoLetter. Otherwise, synchronization will fail.

AutoLetter does not synchronize order data continuously but at configurable intervals. Automatic synchronization must be active for new data to be fetched.

Check: Go to Dashboard > Integrations and make sure the toggle for automatic synchronization is set to active.

AutoLetter maintains a minimum interval of 5 minutes between two synchronizations. This prevents overloading the source APIs (Billbee, Shopify). If you just triggered a manual sync, wait at least five minutes before trying again.

If you click "Sync Now" multiple times within a few minutes, the request will be ignored. Wait for the minimum interval and then try again.

To immediately check whether the connection is working:

Go to Dashboard > Integrations.
Click Sync Now for the desired integration.
Wait until the process is complete.
Check whether new orders appear in the customer list.

Under Dashboard > Integrations, you can see the timestamp of the last successful synchronization. If this timestamp is outdated (e.g., several hours or days ago), it indicates a fundamental connection issue.

Specifically with Shopify, it can happen that app permissions have been restricted. Go to your Shopify admin under Settings > Apps and Sales Channels > AutoLetter and make sure the app has access to customer and order data.

If synchronization continues to fail after all checks:

Re-enter credentials completely -- delete the existing integration and set it up again from scratch.
Contact support -- send us the timestamp of the last sync attempt and the name of the affected integration. This helps us narrow down the problem faster.