Frequently Asked Questions

You can find answers and solutions to the frequently asked questions here.

My Products Are Not Appearing on the Sales ChannelsThis guide walks you through the essential steps to confirm that your sales channel is active and correctly authenticated within Neuro. It also covers how to diagnose common connection issues, check API responses, and understand when to contact support.
Channel Set Up, but Orders Not Coming Through? What to DoThis article guides you through the essential troubleshooting steps if your orders are not importing into Neuro. It covers how to verify channel activation, confirm authentication, handle order creation dates, check order fulfilment and payment status, and ensure the sales channel API is responding as expected.
Fulfilment Not Sent to Sales Channel: Troubleshooting GuideThis article outlines how to resolve cases where fulfilment updates are not transmitted to your sales channel in Neuro. It provides a step-by-step guide for verifying fulfilment creation, investigating failure reasons via order activity logs, confirming courier mappings, and checking transaction records for API errors. These actions help ensure fulfilments are synchronised correctly or escalated appropriately to support.
Troubleshooting Webhooks in NeuroThis guide provides step-by-step instructions to help you troubleshoot webhook issues in Neuro. If your webhooks are not functioning as expected, use the steps below to verify activation, validate configuration, and inspect transaction logs for errors.
Plugin Set Up, But Orders Not Sent: What to Do: Troubleshooting GuideThis guide outlines essential troubleshooting steps to resolve issues when orders aren't processed despite successful plugin setup. It covers verifying plugin activation, checking authentication credentials, and diagnosing API connectivity problems through transaction logs. Follow this guide to ensure smooth order processing or contact Neuro Support for further help.
Product Quantities Not Syncing to Sales Channels: Troubleshooting GuideIf your product stock levels are not updating across connected sales channels, this guide outlines a clear process to help identify and resolve common issues. You'll verify key settings, ensure product inclusion in your main catalogue, and perform a manual stock push to re-establish accurate inventory synchronisation.
How to Refetch Product Updates from a Sales Channel in NeuroNeed to manually refresh product data in Neuro? This guide shows you how to refetch updates from your sales channels in just a few clicks. Ensure stock management is enabled, toggle the refetch setting, and let Neuro handle the sync. Ideal for keeping your listings accurate when changes occur outside regular sync intervals.
Orders on Hold After Sales Channel Setup: What Does It Mean?When integrating a sales channel with Neuro, you may encounter orders marked as On Hold. This guide explains what this status means, why it occurs, and how you can manage or disable it through your channel settings.
Manually Refetch Orders and Updates from Sales ChannelsIf recent orders aren’t appearing in Neuro, you can manually refetch them using the Order Polling feature. This guide walks you through selecting a specific date to pull order data from your sales channel, helping ensure your system stays up to date. Ideal for recovering missing orders or syncing recent changes.
Resend Orders to Webhooks or Plugins via Bulk UpdateThis guide outlines how to use Neuro’s Bulk Update feature to manually resend orders or fulfilments to webhooks or plugins. This functionality is essential for resolving synchronisation failures, managing updates across systems, and ensuring your fulfilment processes remain consistent and reliable. Whether using remote IDs or file uploads, this walkthrough enables you to manage order flows efficiently without duplication.
Configuring Wix Permissions for Neuro IntegrationThis guide provides step-by-step instructions for configuring permissions in Wix to enable seamless integration with Neuro. Proper configuration ensures that Neuro can access and manage store data effectively.