If you’re placing test orders but they are not appearing in the WeSupply admin or triggering order acknowledgment emails, there may be an issue with your Magento production connection. This guide walks you through troubleshooting steps to identify and resolve the issue.
Why This Happens
This situation can occur when there’s a disruption in the connection between your Magento store and WeSupply. Common causes include unwhitelisted IPs, invalid credentials, outdated modules, or broken API connections. Although your staging environment may work correctly, your production setup might need updates or configuration checks.
How to Troubleshoot Missing Orders and Emails
1. Whitelist WeSupply IPs
Make sure that WeSupply’s IP addresses are whitelisted on your server to allow proper communication:
2. Check Connection Credentials
Double-check that your Magento API credentials are entered correctly in the WeSupply platform. Invalid credentials will prevent data from syncing.
3. Update the Magento Extension
Ensure that you’re using the latest version of the WeSupply Toolbox for Magento:
4. Regenerate and Reconnect the Access Key
If the issue persists, try regenerating your Magento access key:
- Generate a new key in your Magento admin.
- Save the key.
- Reconnect the store in WeSupply using the updated key.
- Guide: How to Connect Magento 2 to WeSupply
Still Not Working?
If you’ve completed the above steps and orders are still not being detected, especially in your production environment, reach out to our support team with the following information:
- Confirm whether the issue happens in staging or just in production.
- Let us know the exact time a test order was placed for faster investigation.
By ensuring that the IPs are whitelisted, credentials are valid, and the latest tools are in place, most connection issues can be resolved quickly.
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