If Photoroom can't sync with your Shopify store, publish your changes or finish importing your products, find your symptom below. Most problems are fixed by reconnecting the store.
Reconnect Photoroom to a Shopify store
A Space admin can reconnect Photoroom to your Shopify store.
Web App:
If Shopify is disconnected, a banner is shown. Select the option to reinstall or reconnect in the banner.
Android:
If Shopify is disconnected, a banner is shown. Select the option to reinstall or reconnect in the banner.
iOS:
On the Products screen (Product catalog), select the cog icon to open the Product settings menu. Select Connect store.
After reconnecting in Photoroom, approve the connection in Shopify.
If there is no option to reconnect or reconnecting fails, reinstall the Photoroom app from the Shopify App Store. Approve the connection in Shopify.
Note: If the connect screen keeps appearing and reconnecting doesn't help, check that you have paid your Shopify bills.
Shopify is disconnected
If Photoroom is disconnected from Shopify, you will see one of these messages:
Shopify is disconnected
Your Shopify store was disconnected
Reconnect to Shopify
Connect to Shopify
On iOS, the Product catalog's settings menu (cog icon) has a Connect store option, even though you connected your store previously.
Why it happens:
Photoroom has lost its link to your store. This is usually because:
The Photoroom app was uninstalled in Shopify
Shopify permissions changed
Your store wasn't carried across after an update.
How to fix:
The fix varies depending on the message you see:
If you see Reconnect (web app and Android), your products and unpublished edits are kept. You can keep editing, but you can't publish or sync until you reconnect.
If you see Connect to Shopify or Connect store, unpublished edits may not be restored when you connect again. Your products import fresh from Shopify.
A Space admin can reconnect the store (see the Reconnect section above). If you have important unpublished edits and you see the connect screen, contact support before you connect. Give us your store address, platform and when the problem started, so we can check with the engineering team.
Products are stuck importing
Why it happens:
The import process was interrupted.
How to fix it:
Reset the store. This replaces your local copy with the current products from Shopify and discards unpublished edits, so publish anything you need first.
Important: You need to reset the entire store, not an individual product. For instructions, see:
Products can be edited, but not published
Why it happens:
The Photoroom app was uninstalled in Shopify, or its permissions changed, so the store is disconnected.
For about 48 hours after an uninstall, Photoroom keeps your store, products and unpublished edits. If you're using the latest version of Photoroom on the Web App and Android, you can still see and edit your products, but you can't publish or sync. On iOS, the store is hidden straight away, but it is kept for the same period.
How to fix it:
With the 48 hour period, a Space admin can reconnect the store (see Reconnect Photoroom to a Shopify store, above).
If the 48 hour period has passed, connect your store again. Your products import from Shopify afresh. Next time, publish your changes before you uninstall, and reconnect within 48 hours.
Several Spaces have lost their connection to Shopify
Why it happens:
If you have a Shopify store that is connected to more than one Space, uninstalling the Photoroom app will disconnect all of the Spaces.
How to fix it:
A Space admin can reconnect the store in each Space (see Reconnect Photoroom to a Shopify store, above).
We couldn't reconnect your store. Try again.
Why it happens:
This can happen if the connection process is interrupted. For example, if you canceled the connection or selected Back.
How to fix it:
A Space admin can reconnect the store (see Reconnect Photoroom to a Shopify store, above).
If it keeps failing, reinstall the Photoroom app from the Shopify App Store.
Photoroom is missing a Shopify permission
Why it happens:
Shopify hasn't given Photoroom a permission it needs to read or update your products.
How to fix it:
A Space admin can reconnect the store and approve all the permissions Shopify asks for (see Reconnect Photoroom to a Shopify store, above).
Your Shopify store is frozen. Resolve the billing issue
Why it happens:
Shopify has paused your store, usually because of an unpaid Shopify bill. Reconnecting can't fix this.
How to fix it:
Resolve the billing issue in your Shopify admin and wait for the store to reopen. Then try again. If the problem continues after Shopify shows your store as active, reconnect it once.
Your products are stuck importing
Why it happens:
The import was interrupted, for example by a temporary problem on Shopify's or Photoroom's side.
How to fix it:
Wait a few minutes. When Retry appears, select it. If it doesn't work, contact support.
API developer key is invalid
Why it happens:
Shopify has stopped accepting Photoroom's access to your store. For example, this could happen after the app was uninstalled and reinstalled.
How to fix it:
A Space admin can reconnect the store (see Reconnect Photoroom to a Shopify store, above).
Your products appear twice after reconnecting
Why it happens:
An earlier problem could create a second copy of the store if a reconnection was cancelled and started again. This is fixed for new connections.
How to fix it:
Contact support with your store address so we can remove the duplicate.
You can't connect your store
Why it happens:
Only Space admins can connect a store. The store attaches to the Photoroom account you are logged in to and the Space you choose. Your Photoroom and Shopify email addresses don't have to match.
How to fix it:
Log in to the Photoroom account you want and check you are an admin of the Space. When you set up the connection to Shopify, choose that Space when asked "Which Space do you want to connect your Shopify store to?". Spaces where you aren't an admin show "Only admins can connect".
This Space already has a Shopify store
Why it happens:
Each Space can have one Shopify store. Connecting a new store disconnects the current one and discards your local edits.
How to fix it:
When connecting the store:
Select Replace Shopify store if you want to swap
Select Cancel to abort and choose a different Space to connect to.
To use a second store, create a second Space.
Replace Shopify Store
This is the same issue as "This Space already has a Shopify store" above.
This app isn't compatible with your store
Why it happens:
This message comes from Shopify, not Photoroom, and isn't linked to your Photoroom plan.
How to fix it:
Check your Shopify plan and region, then contact support.
Paid features have stopped working
Why this happens:
This usually relates to a payment issue.
Your plan renews through Shopify. If Shopify has not renewed your plan 24 hours after the end of your billing period, access to the paid plan ends.
If a payment fails, Shopify pauses (freezes) the plan, and paid features stop working. Your store may also look disconnected in Photoroom.
How to fix it:
Check your Shopify admin for a failed payment or a frozen plan. Once the payment is correct in Shopify, your plan will return, usually in minutes, sometimes longer.
Still stuck?
Contact support and tell us your store address, the platform and app version you use, and the exact message you see.