How to manage your store connection
How to view, manage, and troubleshoot your Shopify connection so personalisation, tracking, and performance stay accurate.
Overview
Your store connection is the foundation of your personalisation system. It links your Shopify store to the platform and controls how data flows between them. A healthy connection ensures that:
- Behaviour tracking works
- Product and order data stay synced
- Segments update correctly
- Widgets and bundles appear on your storefront
- Performance reporting remains accurate
Managing your store connection helps you keep your integration stable and quickly resolve issues that affect personalisation.
Your store connection must remain active for tracking, personalisation, and reporting to work correctly.
Opening the Store Connection screen
To access your store connection:
- Open the left navigation
- Click Settings
- Select Store Connection
You will see your store name, connection status, last sync time, and a Manage button.
The Store Connection screen shows the current status of your Shopify integration.
Understanding your connection status
Your connection may show one of several statuses:
- Connected
Everything is working normally. Data is syncing and personalisation is active. - Needs Attention
Some permissions may be missing or data may not be syncing correctly. - Disconnected
The connection has expired or been removed. Personalisation and tracking are paused. - Reconnect Required
Shopify permissions changed or the store was updated. You must reconnect to restore functionality.
Each status determines whether personalisation appears and whether data is being tracked.
If your connection is not active, widgets, bundles, and tracking may stop working.
Managing your store connection
Clicking Manage opens the connection management panel. From here you can:
- Refresh your connection
- Review required permissions
- Reconnect your store
- Confirm tracking status
- View sync details
Refreshing your connection
Use Refresh when:
- Product data seems out of date
- Behaviour tracking appears delayed
- Widgets or bundles are not updating
- Segments are slow to refresh
Refreshing does not require re‑authentication.
Reconnecting your store
Reconnect when:
- Permissions were removed
- You changed your Shopify theme
- You restored or duplicated your store
- You installed a new storefront app
- The connection shows Reconnect Required
Reconnecting restores all required permissions and re‑syncs your data.
Refresh fixes minor sync issues. Reconnect fixes major permission or authentication issues.
Required permissions
Your store connection requires specific Shopify permissions to function. These include access to:
- Products
- Orders
- Customers
- Themes
- Storefront data
If any permission is removed:
- Widgets may stop appearing
- Bundles may not load
- Behaviour tracking may pause
- Segments may stop updating
- Performance data may become inaccurate
Review permissions in the Manage panel to ensure everything is enabled.
Missing permissions are one of the most common causes of connection issues.
Theme changes and app blocks
Theme changes can affect your connection and tracking.
A reconnect may be required if you:
- Publish a new theme
- Install a theme update
- Remove or replace app blocks
- Restore a theme backup
- Switch between multiple themes
After a theme change:
- Confirm tracking is active
- Ensure app blocks are installed
- Refresh your connection if data seems delayed
Theme changes often require a reconnect to restore tracking and personalisation.
Data Sync timing
Your store connection controls how quickly data updates.
Real‑time sync
- Behaviour tracking
- Widget and bundle interactions
- Customer actions
Frequent sync
- Product updates
- Inventory changes
Scheduled sync
- Historical data
- Large catalog updates
If data appears delayed, use Refresh to trigger a manual sync.
Most data syncs automatically, but Refresh can help when updates seem slow.
Scenario‑based troubleshooting
Widgets or bundles disappeared
Likely causes:
- Connection inactive
- Missing permissions
- Theme changed
- App blocks removed
Fix:
Reconnect your store and confirm app blocks are installed.
No behaviour data
Likely causes:
- Tracking disabled
- Privacy settings blocking cookies
- Theme missing tracking script
Fix:
Reconnect and confirm tracking is active.
Segments not updating
Likely causes:
- Behaviour tracking paused
- Connection needs attention
Fix:
Refresh your connection and check permissions.
Performance data stuck
Likely causes:
- Sync delay
- Connection inactive
Fix:
Refresh your connection.
Connection says 'Needs Attention'
Likely causes:
- Permission removed
- Store updated
- Theme changed
Fix:
Reconnect your store.
Most issues are caused by missing permissions, theme changes, or expired authentication.
Final checklist
Use this checklist to confirm your connection is healthy:
- Connection status is Connected
- All required permissions are granted
- Tracking is active
- App blocks are installed in your theme
- Data is syncing normally
- No warnings are shown
- Refresh and Reconnect both work without errors
A healthy connection ensures accurate personalisation, tracking, and reporting.
