Troubleshooting & FAQ
Most problems fall into a few categories, and the app usually tells you exactly what to do. This page collects the common ones in one place.
Setup & connection
Section titled “Setup & connection”My store is stuck on the “Under review” screen
Section titled “My store is stuck on the “Under review” screen”Your registration hasn’t been approved yet, or it’s approved but the app hasn’t detected it. Press Refresh status or reload the page. Approvals are usually done within 24 hours. See Getting started.
My registration wasn’t approved
Section titled “My registration wasn’t approved”You’ll see a “Registration not approved” screen with the reason. Contact PantryClub — we’ll help you fix it and resubmit.
The stock columns are empty, or show “—”
Section titled “The stock columns are empty, or show “—””This usually means your store isn’t fully linked to PantryClub yet, so live stock can’t be shown. Blank does not mean out of stock. Once your store is linked, real numbers appear.
“Couldn’t load products from Shopify… reinstall to approve”
Section titled ““Couldn’t load products from Shopify… reinstall to approve””A permission changed and Shopify needs you to re-approve it. Reinstall the app — your settings and history are kept. See Getting started.
Products that won’t sync
Section titled “Products that won’t sync”If a product needs fixing, it appears under Needs attention with a message. Here’s what each one means:
| What you see | What to do |
|---|---|
| Missing cost | Set a cost per item on the product in Shopify, then it will re-sync automatically. |
| Price doesn’t cover cost plus margin | Raise the selling price (or lower the cost) so the price covers cost plus margin. |
| A field is missing | Fill in the missing product field in Shopify and save again. |
| Barcode already in use | Another product already uses this barcode; give this product a unique barcode. |
| SKU already in use | This SKU is already used by another product; give this product a unique SKU. |
| Multiple variants | PantryClub syncs a single default variant. Reduce the product to one variant. |
Fix it in Shopify and the product re-syncs on its own — you can also press Retry.
Orders that won’t sync
Section titled “Orders that won’t sync”| What you see | What to do |
|---|---|
| Invalid phone number | The phone number isn’t a valid South African mobile (e.g. 0821234567). Update the customer’s phone in Shopify and re-sync the order. |
| Incomplete delivery address | The address is missing a street address or postcode. Complete the order’s delivery address in Shopify and re-sync. |
| Product not available for this address | An ordered product isn’t available for delivery to that address yet. Make sure the product is synced and stocked in the serving warehouse. |
“Contact PantryClub support” messages
Section titled ““Contact PantryClub support” messages”Some messages point to setup on the PantryClub side rather than something you can fix in Shopify — for example the store isn’t linked or enabled yet, or a warehouse, supplier, pricing, or bundle setting is incomplete. If you see one of these, get in touch with PantryClub support and we’ll sort it out.
Something failed after several tries (Dead letter)
Section titled “Something failed after several tries (Dead letter)”Items on the Dead letter page ran out of automatic retries — almost always because PantryClub or Shopify was briefly unavailable. Just press Retry or Retry all; they usually go through as soon as the temporary problem clears.
Syncing seems paused
Section titled “Syncing seems paused”Check Settings — you (or someone on your team) may have switched product sync or order sync off. Remember that turning sync off only stops changes leaving your store; prices and delivery statuses coming in from PantryClub still apply.
Uninstalling and reinstalling
Section titled “Uninstalling and reinstalling”If you uninstall the app, your login sessions are removed and the store is marked as cancelled, but your sync history and product/order links are kept. If you reinstall later, the app automatically re-links your store by its domain and picks up where it left off — no need to register again.
Still stuck?
Section titled “Still stuck?”If none of the above helps, contact PantryClub support with your store name and, if you have it, the order or product number involved. The Sync activity page (open the specific job) has the detail we’ll need to help quickly.