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# Messages and errors - Spartoo (Shopify)

Most answers are under **Spartoo > Reports**. Open the run with **View Report**. **Error** opens first when there are any. Spartoo’s own text (for example an EAN refusal) appears in the **Message** column.

## Banners on every Spartoo page

| Message | Meaning | What to do |
| ---- | ---- | ---- |
| **Please set your Spartoo partner code first.** | No partner code is saved. | Paste it under [Settings > Authentication](https://doc.common-services.com/en/article/settings-authentication-spartoo-shopify-3aqxi6/), **Check connection**, then **Save**. See [Get your Webservice Merchant ID](https://doc.common-services.com/en/article/get-your-webservice-merchant-id-spartoo-shopify-1chxgtk/). |
| **Your Shopify subscription has expired.** | Shopify billing for the Spartoo app has lapsed. Tasks are paused. Nothing was deleted. | Renew under Shopify admin > Spartoo app. Link on the banner: **Click here to update your billing**. See [Your Shopify subscription has expired](https://doc.common-services.com/en/article/your-shopify-subscription-has-expired-spartoo-shopify-uirnk6/). |

## Authentication

| Message | Meaning | What to do |
| ---- | ---- | ---- |
| **Connection established.** | Spartoo accepted the partner code. | Click **Save** (the test does not save). |
| **Connection failed. Check the partner code.** | Spartoo refused the code. | Check the code, try again, then **Save**. |
| **Connector reached.** | The shop app answered. | Nothing to fix. |
| **Could not reach the connector.** | The shop app did not answer. | Check the Spartoo app is installed, the shop is open, and reconnect if the token was replaced. See [Connect Spartoo and the app](https://doc.common-services.com/en/article/connect-spartoo-and-the-app-spartoo-shopify-15kgsf8/). |
| **A sync was already requested for this shop. The catalogue is read twice an hour, so there is nothing to do but wait.** | A catalogue sync is already queued or in cooldown. | Wait; the button shows the time left. |
| **You have … products and … variants. The sync runs in the background; you do not need to stay on this page.** | Catalogue sync started. | Leave the page if you want. |

## Connection window (from Shopify)

| Message | Meaning | What to do |
| ---- | ---- | ---- |
| **This connection link is incomplete. Please start again from your shop.** | The link was opened by hand or left unused too long. | Go back to Shopify and click **Connect to** **Feed.biz** again. |
| **Try again** | The connection did not finish. | Start again from Shopify. Nothing was saved. |

## Products and mapping

| Message | Meaning | What to do |
| ---- | ---- | ---- |
| **No product yet. They arrive from your shop connector.** | Catalogue not read yet. | **Request a catalogue sync** under Authentication, or wait for the scheduled read. |
| **Your products cannot be exported to Spartoo yet: a product is only sent once a category rule places it in a Spartoo category, and you have no category rule.** | No category rules. | Create one under [Categories](https://doc.common-services.com/en/article/categories-spartoo-shopify-1dw3jql/) (**Create a category rule**). |
| **Sync** = **No** | No complete category rule places that product. | Add or change a category rule. |
| **Not mapped** | Colour or size has no Spartoo value. | Map it under [Colors & Sizes](https://doc.common-services.com/en/article/sizes-and-colours-mapping-spartoo-shopify-147mzai/). |
| **Refused by Spartoo** | Spartoo refused that size on a recent export. | Remap to a size Spartoo accepts for that country and category. The tooltip shows Spartoo’s text. |
| **No country selected yet.** | No platform ticked. | Tick platforms under [Countries](https://doc.common-services.com/en/article/multiple-countries-spartoo-shopify-193o5qi/) and **Save**. |

## Reports — product runs

Open **View Report**. Warnings often mean the line was skipped or sent with a reservation. Errors mean it did not go through (or Spartoo refused it).

| Message (or pattern) | Meaning | What to do |
| ---- | ---- | ---- |
| **No Product Found.** | Nothing to send for that run. | Check the catalogue was read, filters under General Settings, and category rules. |
| **… is not active on Shopify.** | Product is not active in the shop. | Activate it in Shopify, or ignore if intentional. |
| **… is not in stock.** | Skipped because **Export only products in stock** is on. | Restock, or turn that option off under General Settings. |
| **… matches an exclusion rule.** | An [exclusion](https://doc.common-services.com/en/article/filters-spartoo-shopify-113hwxp/) kept it out. | Change the exclusion, or leave it if intentional. This does **not** delete the Spartoo listing. |
| **… is missing sizes mapping.** | Size not mapped (or mapped empty). | Map under Colors & Sizes. |
| **… could not be built for Spartoo: …** | Feed.biz could not build the XML line; the reason follows. | Fix the reason (category, mapping, required fields). |
| **… is exported without a description for …, Spartoo may reject it.** | No description for that country block. | Add text under Products > Translations, or turn on the right translation setting. |
| **… is exported without … mapped photo(s) of the color …** | Chosen photos no longer exist on Shopify. | Redo [Image Mapping](https://doc.common-services.com/en/article/image-mapping-per-color-cxt3bo/). |
| Spartoo **action** **not created** / error text from Spartoo | Spartoo refused the line. | Read the message (EAN, size, category, required field). Fix mapping or data, then send again. |
| **Error while trying to send Shopify products: …** | The run failed before or while talking to Spartoo. | Check partner code, connector, and subscription banner; retry. If it persists, send the report line to support. |

**No order found** on an order run is normal when Spartoo had nothing to import. It is not a failed run.

## Reports — order runs

| Message (or pattern) | Meaning | What to do |
| ---- | ---- | ---- |
| **No order found** | Spartoo returned no orders for that ask. | Check **Countries**, **Days of orders to fetch**, and that the import task is on. |
| **Missing SKUs: …** | **Import an order only when every SKU exists** refused the order. | Add the SKUs to the catalogue, or turn that setting off if you accept partial orders. |
| **#… already exists.** | Order already imported. | Nothing to do. |
| **#…: no exchange rate from … to …; not imported.** | Currency conversion failed. | Check **Shop currency** under General Settings. |
| **Order … imported.** | Order was taken into the shop queue. | Check **Imported Orders**. |

## Orders screen

| Message | Meaning | What to do |
| ---- | ---- | ---- |
| **Cancelled, not reported** | Cancelled in the shop; Spartoo was not told. | **Report cancellations to Spartoo** is off by default under [Scheduler](https://doc.common-services.com/en/article/scheduler-spartoo-pjyycm/). Turn it on only if you want cancellations sent (they cannot be undone on Spartoo). |
| **This shop does not report shipments to Spartoo. Turn "Report shipments to Spartoo" on under Settings, Scheduler.** | Shipment reporting is off. | Turn the task on under Scheduler. |
| **Enter a tracking number first.** | Manual ship needs a tracking number. | Fill tracking, then send. |
| **Failed attempts** | Spartoo refused a shipment/cancel notify (up to five tries). | Read the error text on the order; fix tracking or ask support with that text. |

## Something went wrong

| Message | Meaning | What to do |
| ---- | ---- | ---- |
| **Something went wrong. Please try again.** | Generic UI failure. | Retry. If it repeats, note which screen and button, and contact [Support](https://doc.common-services.com/en/article/support-spartoo-shopify-1rlop0g/). |

## Related

* [Remove a product from Spartoo](#) — exclusion and **Disable** do not delete the Spartoo listing (replace `#` with the article URL after you publish it).
* [Reports](https://doc.common-services.com/en/article/reports-spartoo-shopify-g8hghx/)
* [Support](https://doc.common-services.com/en/article/support-spartoo-shopify-1rlop0g/)