Troubleshooting

Most things Sagify tells you are a decision it needs from you, not an error. This page lists the banners, badges and messages you may see, what each means and what to do. For orders that wait with a reason, see Orders that need attention.

Connection

Not connected / Connect Sage before importing orders. The Sage connection has been removed — you disconnected it, Sage revoked it, or the stored token expired (Sage retires a connection that has not been used for about a month). Click Connect Sage and sign in again. Your settings, product links and sync history are kept.

Sage subscription inactive. Sage reports the business's subscription as not active. Sagify will not post to it until Sage shows it active again; check your Sage account.

Settings cleared for this Sage business / Settings restored. You switched the connected business. Accounts, customers and product links belong to one business, so Sagify puts the old business's choices aside and brings back the ones you used with the new business before — or clears them if it is new to Sagify. Open Settings and check the account fields; any that show Not found in Sage — choose another need a new choice.

Orders

Couldn't sync to Sage — an account on this invoice no longer exists in Sage. A product's sales account, or an account chosen in Settings, is not in the connected business. Typical after a business switch. Re-pick the account (Settings, or Manage on the product), then Retry sync.

That SKU already exists in Sage as a different item type. You asked Sagify to create a product whose code is already a Sage item of another type (a stock item when you chose non-stock, or the reverse). Choose Link to an existing Sage item instead and pick it.

Sage item missing (Products page) / a line linked to a Sage item that no longer exists (Orders page). The linked item was deleted in Sage or belongs to another business. Click Fix link and link or create the item.

Not enough stock in Sage. The order needs more of a stock item than Sage has on hand. Sage refuses to sell what it does not hold, so correct the quantity on the Inventory page (or in Sage) and Retry.

Skipped. The order is unpaid with Import paid orders only on (it posts once paid), or it carries a tag listed under Ignore orders with these tags.

Undo failed. Voiding the invoice did not finish — usually because a payout receipt or a credit note is attached to it. Undo the payout or credit note first, then Retry undo.

Refunds

Refund can't post: order not synced. The order's invoice is not in Sage yet. Process the order, then post the refund.

Refund held: no adjustment account. The refund carries a restocking fee or rounding adjustment and Settings has no refund adjustment account. Choose one, then post again.

Products and inventory

Products / Inventory missing from the menu. The connected Sage edition has no catalog (Accounting Start) or no stock items (Standard). Check Settings → Edition; if Sage reported the wrong edition, override it there.

Not available on Accounting Start. Product sync is off on a ledger-only business. Invoices still post, with every line going to the Sales account for order lines in Settings.

Upgrade to use two-way inventory sync / to reconcile payouts. The feature is on a higher plan than yours. See Plans, usage and billing.

Automatic sync

Settings saved, but webhooks didn't update. Sagify could not register (or remove) the Shopify webhooks that Automatic mode uses, so it may not trigger until they are fixed. Save Settings again to retry; if it keeps happening, contact us.

Real-time sync needs a paid plan. Automatic mode is on the Starter plan and up. Until then, process orders from the Orders page.

Usage

You've reached your limit. The plan's document allowance for this cycle is used up. On Free, orders wait until the cycle resets or you upgrade; on paid plans, extra documents are billed per document and nothing waits.

Still stuck?

Email jonathan@ezapps.io with the order number and what the page says, or use Contact us at the bottom of any Sagify page. Pro plans include guided setup — book a walkthrough from Home.