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CG - How to Reconnect a Sales Channel

Learn how to reconnect your Sales Channel(s) when the connection expires.

Written by Matthew Taylor
Updated over a week ago

Sales Channel Disconnections and Renewing Connections

Occasionally, a Sales Channel connected to ChannelGrabber may become disconnected. This can happen for several reasons, including:

  • Server issues on the channel's side

  • Repeated error responses

  • Expired authentication tokens

When a Sales Channel disconnects, ChannelGrabber will send you an email notification. This email will tell you which channel has disconnected and the reason, if the channel has provided one.

To resume service, you will need to reconnect the affected Sales Channel.

Important: If You Have Multiple Accounts for the same Channel

If you use multiple accounts for the same channel provider (for example, multiple Amazon or eBay accounts), you should take extra care when renewing connections.

Your browser may automatically log you into the wrong account. If this happens during the reconnection process, the incorrect account may be linked to your Sales Channel.

This can lead to problems such as:

  • Missed orders

  • Duplicate orders

  • Errors updating stock

Recommended: Use a Private Browser Window

Before renewing a Sales Channel connection, open a private browsing window.

Google Chrome

  • Incognito Mode: CTRL + SHIFT + N

Mozilla Firefox

  • Private Mode: CTRL + SHIFT + P

Using a private window prevents your browser from automatically logging into an existing account, helping ensure the correct account is connected.

Reconnecting Multiple Sales Channels

If you need to reconnect more than one Sales Channel:

  1. Open a private/incognito browser window.

  2. Renew the connection for the first Sales Channel.

  3. Close the private browser completely.

  4. Open a new private/incognito window.

  5. Repeat the process for the next channel.

Opening a new private session each time prevents the wrong account from being reused.

How to Renew a Sales Channel Connection

Follow these steps to renew a disconnected Sales Channel:

  1. Go to Settings → Sales Channels in ChannelGrabber.

  2. Locate the disconnected Sales Channel.

  3. Click Manage on the right side of the channel.

  4. Click Renew Connection.

You will either:

  • Be redirected to the Sales Channel to log in and reconnect, or

  • Be shown a form where you can enter the required details.

Once the process is complete, your Sales Channel should reconnect. Orders and stock updates should resume within a few minutes.

Still Having Issues?

If your Sales Channel continues to disconnect, please contact our Support Team so we can help identify the cause.

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