Troubleshooting
This page draws a list of errors that can potentially occur, and explains how to solve them.
Settings issues​
Errors that might occur when editing the app's settings.
"Please submit your Bexio Token first" or "Please login with your Bexio account"​
If this message appears in the dropdown lists of the settings page, reloading the page should resolve the issue.
Synchronization issues​
Errors that might occur when syncing orders, manually or automatically, and that can be found in the "Activity logs" in case any sync did not succeed.
"The form could not be saved due to the following errors:positions: N [account_id [Diese Eingabe ist nicht korrekt.]]"​
This error is mostly related to an invalid account being set in a bexio product. When a Shopify order is synced to bexio, our app will try to match products between both systems (by SKU or if they have been synced already). When a Shopify product matches with a bexio product, the account/tax information from bexio are used to create the order/invoice in bexio.
Two options are possible:
- Double check your products' account/tax settings in bexio for all products of the order that was not synced because of this error
- Alternatively, you can define a fully custom VAT mapping in our advanced payments settings
"Bexio Order: The form could not be saved due to the following errors:positions: N [tax_id [Diese Eingabe ist nicht korrekt.]]"​
Same as above.
Both account and tax (VAT) related issues are more frequent in beginning of 2024, as Switzerland changed its normal VAT to 8.1% from January 1st, 2024. Due to this change, some bexio accounts (and products) have not been properly updated with the new VAT rates, which makes it more prone to encountering the above errors.
If you are sure that your settings in bexio are correct, please send us an email at [email protected] so that we can fix the issue!
"Page not found"​
This error indicates that a required resource has not been found in bexio.
If you encounter this error in the "Activity log" for an action of type "SET_PAID_BEXIO_INVOICE", you can ignore the error: this is due to Shopify sending us a notification to tell that an order has been paid before actually sending us the information about the order itself. In this case, Shopify will replay there notification within a few minutes, without impacting the synchronization.
"You are now allowed to access this resource"​
This error indiates that you (i.e. the bexio account you are logged in with) are not able to access a resource or perform an operation.
This can be due to missing rights in your bexio account; if you are not an admin of your bexio account, we recommend to login in our app using a bexio admin account instead of yours to ensure all required rights are granted.
The same error can also appear after trying to force the synchronization of an order. In this case, it is likely due to bexio resources linked to this order that still exist and that need to be deleted manually before forcing the synchronization (e.g. bexio order, invoice). For security reasons, our app does never delete any existing order or invoice by itself.
My order is not synced to bexio​
In case of an automtic synchronization, please note that it might take a couple of minutes until Shopify notifies our app of a new order. In extremely rare cases, that can take up to one hour.
If the order is still not synced, we recommend you to have a look at the "Activity logs" and see if any error occured. If an error appears, you can place your mouse over the red "error" badge: that will display further details about it and give some clue about what caused the issue.
Didn't find what you were looking for?​
Email us at [email protected]!