Troubleshooting Connection Errors
This guide helps you resolve connection errors between our app and your Amazon Seller Central account, especially when the issue might stem from your Amazon account status or your local computer setup.
Sometimes, the app might have trouble connecting to your Amazon marketplace. This can happen for several reasons. Before trying local troubleshooting steps on your computer, it's very important to first check the status of your Amazon Seller Central account itself, as many connection issues originate there.
Please check the following requirements for the Amazon account:
You must have a Professional Amazon Seller account. (Individual accounts not allowed).
The account is fully active and no further account and payment verification on Amazon is required
You have the appropriate user access to install a third-party app. You can check this on your Amazon account (Settings > User Permission History > User Permissions)
If your account meets all the requirements, please continue below for the steps on how to troubleshooting connection errors.
Often, connection problems are caused by pending tasks or incomplete registration within your Amazon account that need your attention. Please log in to your Amazon Seller Central account directly and check the following:
Marketplace Registration Status: Is the specific Amazon marketplace (e.g., Amazon.com, Amazon.co.uk) you are trying to connect fully registered and active? Sometimes, registration might be pending or require additional verification steps from Amazon. Look for any notifications or warnings on your Seller Central dashboard related to marketplace status.
Account Information & Verification: Does your Amazon seller account require further information or verification? Pay close attention to:
Billing/Payment Methods: Ensure your charge methods and deposit methods are up-to-date, verified, and valid. Incomplete or invalid payment information can sometimes restrict account functionalities, including API access.
Account Verification: Check for any performance notifications or account health warnings that indicate your account needs further verification or action.
Important: Any issues found in this step must be resolved directly within your Amazon Seller Central account. Our app cannot fix pending registrations or incomplete information on Amazon's side.
If you've confirmed your Amazon Seller Central account is active, fully registered, and has no outstanding issues, the connection problem might be related to your web browser or network setup. Here are some steps you can try on your computer:
Use Incognito or Private Browsing Mode: Open an Incognito (Chrome) or Private (Firefox, Safari, Edge) window in your browser and try connecting through the app again. This mode bypasses stored cookies and cache, which can sometimes interfere with logins.
Try a Different Web Browser: If you usually use Chrome, try Firefox or Edge, or vice-versa. This helps determine if the issue is specific to one browser.
Clear Your Browser's Cache and Cookies: Stored website data can sometimes cause unexpected behaviour. While Incognito mode often helps, clearing your main browser's cache and cookies and then restarting the browser can also resolve persistent issues. (Instructions vary by browser – search "how to clear cache [your browser name]").
Try a Different Network Connection: If possible, switch to a different internet connection (e.g., use a mobile hotspot instead of your usual Wi-Fi, or vice-versa). This helps rule out problems with your current network.
Temporarily Disable VPN: If you are using a VPN (Virtual Private Network), it might be interfering with the connection to Amazon. Try temporarily disabling it and attempt the connection again. Remember to re-enable it afterward if needed.
Temporarily Disable Firewall/Security Software: Occasionally, aggressive firewall or internet security software can block legitimate connections. Try temporarily disabling them to see if it resolves the issue. Important: Remember to re-enable your security software immediately after testing, regardless of the outcome.
If you are seeing the exact error message "Failed to obtain marketplace," we have specific guides for those scenarios:
Error: Failed to obtain marketplace (Account connected): This often relates to permissions or token issues for an account that was previously linked. See details here: https://doc.common-services.com/en/article/error-failed-to-obtain-marketplace-account-connected-u2t1s7/
Error: Failed to obtain marketplace (No account connected): This usually occurs during the initial connection process. See details here: https://doc.common-services.com/en/article/error-failed-to-obtain-marketplace-no-account-connected-1e5wkx6/
If you have checked your Amazon Seller Central account thoroughly (Step 1), tried the local troubleshooting steps (Step 2), and reviewed the specific error guides (Step 3) without success, please contact our support team.
To help us assist you faster, please include the following information in your support request:
The exact error message you are seeing (if any).
Confirmation that you have already checked your Amazon Seller Central account for pending registrations or verification issues.
Which local troubleshooting steps you have already tried.
We'll do our best to help you get connected!
Sometimes, the app might have trouble connecting to your Amazon marketplace. This can happen for several reasons. Before trying local troubleshooting steps on your computer, it's very important to first check the status of your Amazon Seller Central account itself, as many connection issues originate there.
Please check the following requirements for the Amazon account:
You must have a Professional Amazon Seller account. (Individual accounts not allowed).
The account is fully active and no further account and payment verification on Amazon is required
You have the appropriate user access to install a third-party app. You can check this on your Amazon account (Settings > User Permission History > User Permissions)
If your account meets all the requirements, please continue below for the steps on how to troubleshooting connection errors.
Step 1: Check Your Amazon Seller Central Account First
Often, connection problems are caused by pending tasks or incomplete registration within your Amazon account that need your attention. Please log in to your Amazon Seller Central account directly and check the following:
Marketplace Registration Status: Is the specific Amazon marketplace (e.g., Amazon.com, Amazon.co.uk) you are trying to connect fully registered and active? Sometimes, registration might be pending or require additional verification steps from Amazon. Look for any notifications or warnings on your Seller Central dashboard related to marketplace status.
Account Information & Verification: Does your Amazon seller account require further information or verification? Pay close attention to:
Billing/Payment Methods: Ensure your charge methods and deposit methods are up-to-date, verified, and valid. Incomplete or invalid payment information can sometimes restrict account functionalities, including API access.
Account Verification: Check for any performance notifications or account health warnings that indicate your account needs further verification or action.
Important: Any issues found in this step must be resolved directly within your Amazon Seller Central account. Our app cannot fix pending registrations or incomplete information on Amazon's side.
Step 2: If Your Amazon Account is Healthy - Local Troubleshooting
If you've confirmed your Amazon Seller Central account is active, fully registered, and has no outstanding issues, the connection problem might be related to your web browser or network setup. Here are some steps you can try on your computer:
Use Incognito or Private Browsing Mode: Open an Incognito (Chrome) or Private (Firefox, Safari, Edge) window in your browser and try connecting through the app again. This mode bypasses stored cookies and cache, which can sometimes interfere with logins.
Try a Different Web Browser: If you usually use Chrome, try Firefox or Edge, or vice-versa. This helps determine if the issue is specific to one browser.
Clear Your Browser's Cache and Cookies: Stored website data can sometimes cause unexpected behaviour. While Incognito mode often helps, clearing your main browser's cache and cookies and then restarting the browser can also resolve persistent issues. (Instructions vary by browser – search "how to clear cache [your browser name]").
Try a Different Network Connection: If possible, switch to a different internet connection (e.g., use a mobile hotspot instead of your usual Wi-Fi, or vice-versa). This helps rule out problems with your current network.
Temporarily Disable VPN: If you are using a VPN (Virtual Private Network), it might be interfering with the connection to Amazon. Try temporarily disabling it and attempt the connection again. Remember to re-enable it afterward if needed.
Temporarily Disable Firewall/Security Software: Occasionally, aggressive firewall or internet security software can block legitimate connections. Try temporarily disabling them to see if it resolves the issue. Important: Remember to re-enable your security software immediately after testing, regardless of the outcome.
Step 3: Specific "Failed to Obtain Marketplace" Errors
If you are seeing the exact error message "Failed to obtain marketplace," we have specific guides for those scenarios:
Error: Failed to obtain marketplace (Account connected): This often relates to permissions or token issues for an account that was previously linked. See details here: https://doc.common-services.com/en/article/error-failed-to-obtain-marketplace-account-connected-u2t1s7/
Error: Failed to obtain marketplace (No account connected): This usually occurs during the initial connection process. See details here: https://doc.common-services.com/en/article/error-failed-to-obtain-marketplace-no-account-connected-1e5wkx6/
Still Having Trouble?
If you have checked your Amazon Seller Central account thoroughly (Step 1), tried the local troubleshooting steps (Step 2), and reviewed the specific error guides (Step 3) without success, please contact our support team.
To help us assist you faster, please include the following information in your support request:
The exact error message you are seeing (if any).
Confirmation that you have already checked your Amazon Seller Central account for pending registrations or verification issues.
Which local troubleshooting steps you have already tried.
We'll do our best to help you get connected!
Updated on: 17/04/2025
Thank you!