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Settings · 6 min read

What do you do when data is old or missing, or a connection is blocked?

This guide covers where to look when data is out of date, a connection is blocked or a feature looks locked, and how to ask support for help.

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Before you start

  • Crossell reads data from the marketplaces. Each data type (catalog, orders, questions, returns, reconciliation) is a separate read job; if one is late, the others keep reading.
  • A missing amount is never shown as zero on a page; the page says why.

Steps

Data looks old or missing

  1. From Settings open Marketplace sync (Sync).
  2. In Current connected-account status, see your account's latest read: Queued, Running, Completed, Partial or Failed. A Partial row shows "Partial because" with the reason.
  3. Press Refresh status to update the list. To read now, choose the account and press Start sync; you can choose All supported data or One data type.
  4. If one data type failed, use Retry …. A data type marked "Not supported" is not read for that account at all.

Connection blocked

  1. If the sync page says "Connection blocked — reconnect the account", the marketplace is refusing that account's requests. Scheduled reads are spaced out; a manual sync still runs.
  2. Press Manage connections and enter the account's details again, or renew the authorization.
  3. On the Channel health page you see what each account can read and the suggested next step (for example Reconnect account).
  4. If the page says the marketplace is "temporarily blocking" a data type and retrying, the marketplace has set a short block and Crossell retries on its own; you need to do nothing.

Store products are not showing

  1. Open Products. If no store is connected you see No store connected yet and a Connect a store button.
  2. If a store is connected and it says "Products not pulled yet", press Pull now; the list updates in a few minutes.
  3. If the Product pull status card shows "Last pull failed" or "Blocked", use Open sync history to inspect the reason.

Locked sections and "upgrade" messages

  • The business owner reads which plan unlocks a locked section and can press the "Unlock with …" button (Billing and plans).
  • A team member sees no upgrade offer; they get "This area is not part of your access" or "Ask the business owner". Ask the owner to grant access on the Team page.

Asking support for help

  1. On My support tickets, press New support ticket. Support tickets are open on every plan.
  2. Choose a Subject and Topic, and in Message write what you did, on which page and when. Add which store and which order or product number it concerns; you can attach a screenshot (PNG, JPG, WebP or PDF, up to 5 files).
  3. Do not paste passwords, API keys, card numbers or your buyers' personal details.
  4. Press Send. The reply appears on the same page and you get an e-mail; the page states a reply within 1 business day.

What you should see

In sync history the latest run should be Completed; products show Up to date.

Troubleshooting

If it is still not solved, add the latest sync status and the exact text of the message you see to your support ticket.

Related guides

How do you connect your Trendyol store?You copy your API details from the Trendyol panel, have Crossell verify them and watch the first sync.5 min readHow do you choose a plan and manage payments and invoices?On Plans and billing you compare and upgrade plans and manage your card and invoices in the Stripe portal; it also covers what happens when a payment fails.6 min readHow do you invite your team and choose what each person sees?On the Team page you invite employees by e-mail, choose which features and which amounts each one sees, and suspend or remove them when needed.6 min readHow do you manage your products, costs and stock?You see your store products, enter unit costs, watch stock differences between stores, and transfer products to another marketplace with a preview and an approval.8 min read

Updated 2026-10-31