Troubleshooting store connection issues

Overview

If you're seeing issues with data not syncing, blocks not populating, or your Personalisation Engine not activating, you're in the right place. Connection issues can happen for a variety of reasons - and most are easy to fix with a few quick checks.

This guide is designed to help you troubleshoot without stress. You don’t need to be technical, and you’re never on your own. If anything feels unclear or you’d rather have help, our support team is always here to walk you through it.

First, check your connection status

Start by confirming whether your store is connected to Liva 7:

• Open the Liva 7 app from your Shopify admin.
• If your store isn’t connected, you’ll see a prompt to reconnect.
• Click 'Connect Store' and follow the steps to authorise access.

Once connected, you’ll land on the Liva 7 dashboard. But connection alone doesn’t start personalisation - you’ll also need to activate the engine and sync your data.

Make sure data sync has started

Liva 7 doesn’t begin syncing your data automatically when you install the app. Sync begins when you:

• Complete the 'Activate Personalisation' step in the onboarding flow, or
• Manually trigger sync from the Personalisation tab

To check your sync status:

• Go to the Personalisation tab
• Scroll to the Engine Status section
• Look at the Data Health panel

You’ll see sync indicators for products, customers, and events, along with the last synced time.

Use manual sync if needed

If your data hasn’t synced or looks outdated, you can trigger a refresh manually:

• In the Personalisation tab, under Engine Status, click:
• Sync all data
• Or use Sync products / Sync customers individually

This is especially helpful after importing new products or customers, or if you’ve made major catalog changes.

Review your app permissions

Liva 7 needs permission to access your store’s data. If any of these permissions are missing, sync won’t work.
To check:

• In Shopify admin, go to Settings → Apps and sales channels
• Click Liva 7 → About
• Scroll to App permissions

If anything looks missing or incorrect, the easiest fix is to uninstall and reinstall the app. This will reauthorise all required permissions without affecting your existing setup

Check your Shopify store status

Sometimes, the issue isn’t with Liva 7 - it’s with your store’s current state. Sync may be blocked if:

• Your store is paused, frozen, or password-protected
• You’re using a development store without checkout enabled
• Your Shopify plan doesn’t support certain features

Make sure your store is live and accessible to customers. If you’re unsure, check your Shopify admin or contact Shopify support for help.

Still not working?

We’re here to support you.

If you’ve walked through these steps and things still aren’t working, don’t worry - we’re here to help.

Here’s what to do:

• Take a screenshot of your Engine Status panel and Data Health section
• Note any error messages or unusual behaviour
• Reach out to our support team directly from the Liva 7 dashboard or via email

We’ll work with you one-on-one to get your store connected and your personalisation engine running smoothly.