Troubleshooting and FAQ
Common situations with the plugin and how to deal with them. If you cannot solve the problem, contact mobiusapp support.
Connection statuses
The connection status is visible in the cabinet on the WooCommerce integration card and in the Connection block in the plugin settings.
- Connected: the exchange is working.
- Waiting for the plugin: the code was accepted, waiting for the plugin's first response. If the status does not change for several minutes, check that "Save changes" was pressed in the plugin settings.
- Disconnected: the connection is off. Connect the shop again with a new code.
- Error: the last synchronisation raised an error. Details below.
Connection fails
- The code did not fit or expired. The code is single-use and lasts about 15 minutes. Generate a new one in the cabinet and paste it again.
- The integration is not available on your plan. Connecting fails with an error. Check Plan and billing.
- The sections are unavailable. The Catalogue, Prices and stock and Mappings sections only open after a successful connection. Connect the shop in the Connection block first.
- WooCommerce is not active. The plugin only works with WooCommerce 8.2 or newer active.
The catalogue does not appear in the app
- Press "Refresh the catalogue now" in the Connection block.
- Check the load in the cabinet: YML import shows the import history and errors.
- Make sure the products have a price and are published.
- There is a pause between imports. If a restart is unavailable, wait for it to pass.
Prices and stock do not update
- Check that a schedule is chosen in the "Prices and stock" section (not manual only, if you expect automatic updates).
- Press "Refresh prices and stock now" and look at the time of the last send.
- If the send does not run, make sure the warehouse directories are loaded: press "Refresh directories" in the Connection block.
Orders from the app do not arrive
- Make sure the app's products exist in the site catalogue: the order is assembled against the catalogue.
- If orders stop being created after a domain change, press "Resend the settings" in the Connection block so the order intake address is updated.
- Check that security plugins (a firewall, admin protection) are not blocking the
service order intake address
admin-ajax.php. Add it to the exceptions if needed.
Statuses do not reach the app
- Open the "Order statuses" table and make sure the WooCommerce status is mapped to an app status. Without a mapping the change does not travel.
The warehouse, status, delivery and payment lists are empty
The mobiusapp shop directories are loaded on connection. If they are empty, or new values appeared in the app, press "Refresh directories" in the Connection block.
FAQ
Is anything to configure after connecting? No, the plugin works straight away. Optionally you can map statuses, delivery and payment methods and customer fields, and set up the catalogue export and schedules.
Can several sites be connected? Each shop is connected separately with its own code. One mobiusapp app has one active WooCommerce integration.
What happens if the integration is disconnected in the cabinet? The link breaks and the exchange stops. To resume, connect the shop again with a new code.
Are multiple warehouses supported? WooCommerce works with a single warehouse out of the box, so prices and stock go to one app warehouse.
If the exchange silently fails, check on the site side: that the order intake
address (/wp-admin/admin-ajax.php?action=mobiusapp_webhook) is reachable
directly, that the WooCommerce action scheduler tasks run (with the system cron
disabled, WP-Cron can fall asleep: set up a system cron for wp-cron.php), that
HPOS compatibility is declared, and that orders are only touched through the
CRUD. The plugin log records the catalogue export, order intake, price and stock
sending and status synchronisation channels; secrets are masked in the log.