Contributor III

Solved

Your credentials have expired Please re-authenticate with Shopify to resume syncing.

Forum|Forum|5 years ago
July 2, 2021
5 replies
1912 views

Most of my Klaviyo clients I am staff on are showing this error in Shopify Integration:

Your credentials have expiredPlease re-authenticate with Shopify to resume syncing.

This topic has been closed for replies.

Best answer by David To

Hey @DarleenW,

This authentication requirement would be more so based on the backend credentials such as the Shopify, BigCommerce, or WooCommerce credentials.

This sort of authentication error can also occur if a user who does not have the correct Shopify, BigCommerce, or WooCommerce permissions who also has access to the Klaviyo account attempt to update the integration settings. Klaviyo uses caches to ensure the correct credentials and permissions are making these changes. Therefore, if you logged into a separate Shopify account within the same browser and was accessing a Klaviyo account which uses a different Shopify credential and updated the settings, this would cause an authentication error as the Shopify credentials being cached at the time fo the update do not match those parsed within the Klaviyo integration.

As such, whenever you are updating an integration’s settings, we highly recommend clearing the cache and fully closing out of the browser and/or making these Klaviyo integration updates through a brand new incognito browser.

David

David To

Klaviyo Employee

Hello @DarleenW,

Thanks for sharing your question with the Klaviyo Community!

This can often times happen if the Shopify username or password has changed or updated or the permissions level has updated. To resolve this, I would recommend having the admin user of the Shopify account take the following steps:

Completely remove (not Disable) the Shopify integration in Klaviyo: https://www.klaviyo.com/integration/shopify
Log out of your Klaviyo account
Fully clear the browser cache and close out of the browser
Log back into your Klaviyo account via an incognito window
Re-add Shopify from the All Integrations tab: https://www.klaviyo.com/integrations

I hope this helps!

David

D

DarleenWAuthor

Contributor III

Thanks however this is in all accounts I am staff member with Admin access. Not just random or few.
but 50 and no password changes have occurred.
most are Shopify but bigcommerce and WooCommerce also.
is this due to something on my account or other reason ? I have not changed password either or made no other changes.

Darleen witmer mail@darleen.com

David ToAnswer

Klaviyo Employee

Hey @DarleenW,

This authentication requirement would be more so based on the backend credentials such as the Shopify, BigCommerce, or WooCommerce credentials.

This sort of authentication error can also occur if a user who does not have the correct Shopify, BigCommerce, or WooCommerce permissions who also has access to the Klaviyo account attempt to update the integration settings. Klaviyo uses caches to ensure the correct credentials and permissions are making these changes. Therefore, if you logged into a separate Shopify account within the same browser and was accessing a Klaviyo account which uses a different Shopify credential and updated the settings, this would cause an authentication error as the Shopify credentials being cached at the time fo the update do not match those parsed within the Klaviyo integration.

As such, whenever you are updating an integration’s settings, we highly recommend clearing the cache and fully closing out of the browser and/or making these Klaviyo integration updates through a brand new incognito browser.

David

F

flyintherain

Contributor I

Hi David,

I followed your suggestion and fully cleared the browser cache including 700+ passwords. But it didn’t work… The same alert still appeared “Your Facebook Advertising integration is no longer syncing as expected”. So I just removed the FB integration in Klaviyo and reinstalled again. And it worked! I am not sure it’s necessary to clear your browser cache to nail this issue. It brought even more inconvenience to me:-(

TM

Dov

Klaviyo Alum

Hi @flyintherain,

Thanks for providing this update.

Hi David,

I followed your suggestion and fully cleared the browser cache including 700+ passwords. But it didn’t work… The same alert still appeared “Your Facebook Advertising integration is no longer syncing as expected”. So I just removed the FB integration in Klaviyo and reinstalled again. And it worked! I am not sure it’s necessary to clear your browser cache to nail this issue. It brought even more inconvenience to me:-(

TM

Apologies for the inconvenience that the cache clear caused but I am glad to hear removing the integration and re-installing worked for you. Depending on the issue, just removing and re-installing can resolve it or sometimes a cache clear is needed.

To avoid the trouble for any future readers, I’d recommend just trying to remove and re-install first, and if that does not work, then try clearing cookies and cache.

Dov

DD

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