Reconnect your store
If TruSync shows a store as disconnected, orders from that store stop syncing until you reconnect it.
Reconnecting by platform
- BigCommerce, Wix — reconnecting usually means reinstalling from the app marketplace; TruSync will re-link to your existing account by email.
- Amazon, eBay — go back to the connect page for that platform and authorize again.
- WooCommerce — confirm the TruSync plugin is still active on your WordPress site, then reconnect using your site URL.
What triggers a disconnect
Most disconnects happen when a store’s platform-side authorization is revoked or expires — for example, uninstalling and reinstalling the app, or rotating API credentials on the store’s side.
You’ll get an email about it
TruSync also emails your team as soon as it detects the disconnect — subject line “Action needed: reconnect [platform] for [store name],” for example “Action needed: reconnect Shopify for Acme Co.” It links straight to reconnecting.
It goes to everyone listed under Alert Recipients in Settings → Sync Settings for that store — the same list that gets held-order and sync-failure alerts. A disconnected store is the one alert you most want the storefront side to see, so check that whoever can reconnect is on the list.
If Alert Recipients is empty, nobody may be told, so make sure the people who can reconnect the store are listed.
Nothing is lost while disconnected
Orders that would have synced while a store is disconnected become order exceptions once you reconnect, and sync normally from there. Nothing already in QuickBooks is affected.
FAQ
Do I need to redo my mapping after reconnecting? No — your account, payment method, and tax mappings stay in place.
Why does TruSync show my store as disconnected when it looks fine on the platform side? The platform can revoke TruSync’s access without it being obvious from your store’s admin — reconnecting resolves this regardless of the cause.
Will reconnecting create duplicate orders in QuickBooks? No — TruSync tracks which orders have already synced and picks up from where it left off.
Will I be notified if a store disconnects? Yes — TruSync emails everyone listed under Alert Recipients in Settings → Sync Settings as soon as it detects the disconnect, with a link to reconnect. If that list is empty, nobody may be told, so keep it filled in. See Sync settings.
Who should be on Alert Recipients for disconnect emails? Whoever can actually reconnect the store — usually the person who runs the storefront — as well as your accountant. Alert Recipients is a list, so add both.