FAQ

Below is the list of most frequently asked questions.
In addition, we invite you to visit our help page or to watch our series of video tutorials for more information on how to use the DropSynco app.

Can I switch from login with Shopify to login with an email address?


If you're currently using the feature "Login to Shopify" when loggin in the DropSynco App, yes we can switch your account to login with an email address and a password.

Contact us via the app contact form, and we will make the changes for you.

DropSynco emails land on the spam folder. How to avoid this?


To avoid this, add the DropSynco sending email address to your contacts.

How do I create an automated scheduled feed task?


Before creating your first feed task, you must associate at least one store to your DropSynco account. For more information on how to connect a store, check our help page or our series of tutorials.

Once you're logged into the DropSynco App, click on the "Feed Tasks" menu. You will be redirected to the feed task listing page, where you can edit, delete and create feed tasks.

On the top right-hand corner of the page, you should see a button "create a feed task". Alternatively, you can also create a feed task directly from the dashboard, by clicking on the button "create a feed task" which is at the bottom of the created feed task number.

How can I stop/pause a scheduled feed task or edit the execution date?


Scheduled feed tasks will run on the next execution date. You can find the execution date on the DropSynco app dashboard, the feed tasks page and the feed task details page.

Edit or Stop a scheduled date


You can edit the schedule of a feed task at any time. To do so:

  1. Go to the feed tasks page of the DropSynco app
  2. Click on the three-dot icon to the right, on the same row as a specific scheduled feed task
  3. Choose "Edit" from the dropdown menu
  4. Then click on the last tab called "Task Options" and scroll to the "Schedule" section
  5. Change the schedule as you wish
  6. Click on the "Save" button

Pause a scheduled feed task


If a feed task is scheduled daily, weekly or monthly you can pause/un-pause this feed task at any time. To do so, go on to feed tasks page of the DropSynco app. Scheduled feed tasks should have the status "Scheduled" (first column of the feed task table).

For each feed task, alongside its status, you will find a switch control. When this control is disabled (grey), the feed task is inactive or paused. When the control is enabled (blue), the feed task is unpaused or active. The same control is on the feed task details page.

Only active feed tasks will be executed when scheduled.

Why does an error message pop up when I try to run a feed task after uninstalling the app?


The moment you uninstall the DropSynco app from your Shopify store your feed tasks won’t be able to run because they are no longer linked to your store.

To be able to run the feed task you must reinstall the DropSynco app. You can do so from the "My Account" page by clicking on the "Add a Store" button or from the Shopify App Store.

Why has a schedule feed task not been executed?


If a feed task was scheduled but hasn't been executed, here are the options for you:

1. Wait until the end of the day


Scheduled feed tasks are distributed to be executed at any time between 0:00 and 23:59 of the scheduled date, depending on your DropSynco account time zone.

You can see and edit your time zone on My Account Page

2. Make sure the feed task is not currently running


When a feed task is running, you will see a loading circle icon in the feed tasks page table.

Note that scheduling a feed task for a specific date, guarantees that the feed task execution will start but not that it will be completed on this date. If you have further questions about this, please contact us.

3. Check the feed task information


Make sure that the feed task has the status "Scheduled". feed task statuses are visible in the first column of the feed tasks page table and on the feed task details page.

If the feed task has the status "Scheduled", then go to the feed task details page by clicking on the link on the feed task name, or by clicking on the link "details" under the three-dot icon of the feed tasks page table.

Once on the feed task details page, scroll to the section "Schedule". You can check here the feed task schedule and the last and next feed task executions.

Finally, make sure the feed task is active. You can activate or deactivate a feed task by using the switch control alongside the feed task status, on the feed task details page and on the feed tasks page. Note that only active scheduled feed tasks will be triggered on the execution date.

4. Contact us


In addition to scheduling a feed task, you can manually trigger the feed task execution with the button "Run" displayed on the feed task details page and on the feed tasks page.

If the error persists, please contact us.

I have multiple stores associated with my DropSynco account. Is it possible to switch the subscription from one store to the other?


Unfortunately, it's not possible to switch the subscription from one store to another. DropSynco always associates the subscription to the store added first.

However, you can remove all your stores linked to DropSynco and re-add them starting from the store you want to link the subscription to. After all the stores are added, you can choose the subscription that best matches your needs.

Can I import products from another store?


Yes, you can with the product import method: "Shopify (store synchronization)" which offers you the possibility to sync two different Shopify store inventories and locations.

To learn more about Shopify multi-store sync feature we invite you to read our documentation.

Can I sync two different store inventories across different locations?


Yes, our upload method "Shopify (store synchronization)" lets you sync two different Shopify store inventories and locations.

To learn more about Shopify multi-store sync feature we invite you to read our documentation.

Why have some products not been uploaded to my store?

1. Look for uploading errors


To go to the product details page, click on the button "view products" of the DropSynco app dashboard. Alternatively, the same button link is available on the feed task details page.

Once on the product details page, you will see the list of the uploaded products for the last feed task execution if there are any. The column "Errors" will display a green 0 the product has been successfully uploaded to your store. On the other hand, if an error occured, this column will display a red number. Click on it to learn more.

Note that you can use the filters above the product table to display only the products which have failed to upload.

2. Check your subscription plan allowance


DropSynco offers different monthly subscription plans. Each of them allow you to upload a different number of products or SKUs.

If products or SKUs haven't been uploaded to your store, you may have reached the plan limitations.

You can check the number of uploaded products for the last 30 days on the DropSynco dashboard.

Why does a server connection error message appear when I try to connect to the feed server?


Some upload methods like Web link with login, FTP(S), SFTP, etc. require server credentials to connect to the feed server.

In case the credentials (username or password) are not correct then the error message "Server Connection" will appear.

Notice that passwords are always encrypted before being stored on the DropSynco server.

Why no products are imported after setting the product filter option?


Two reasons can explain this issue.

First, make sure the product filter option set matches at least one product otherwise not products will get imported.

The second reason is that the product filter option is only applied to the products or SKUs processed by the DropSynco app. That means if your subscription allows you to process up to 1000 products or SKUs but your source file contains more, the filters will be applied only to the first 1000 products or SKUs of the file

If you encounter this problem, we suggest upgrading your subscription. To process more products or SKUs or alternatively, you can re-order your product listing, moving the products or SKUs you wish DropSynco to process first, to the top of the list.

What product import methods the DropSynco app supports?


The DropSynco app currently supports 10+ product feed import methods and new import methods are added to the app every year. Learn more about it here.

In addition, if you need a specific product feed import method, not currently available in our app, you can contact us here. We might be able to add the new method.

What if the DropSynco app doesn't have the product import method I'm looking for?


If you need a specific product feed upload method, not currently available in our app, please contact us. We might be able to add the new method.

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