How to repair a broken connection

In this guide, we will take a look at what to do if one of your sales channel connections has stopped working.

If one of your sales channel connections stops working, or never worked in the first place, an automatic email will be sent to you by us informing you of which connection is broken. A message will also be displayed in Sello.

There are several things that can make a connection to a sales channel break, the most common being that the credentials used to give Sello access to your account on the channel is incorrect.

Login -type authentication

Some channels use credentials that are periodically renewed, if one of these renewals fails, manual action may be required.

Channels that use this sort of credentials are Tradera and Allegro for example.

Connecting to channels like these usually involve Sello re-directing you to the respective channel's login portal when you click "Create connection" in Sello, after you've logged in, credentials are stored in Sello automatically.

This means that all you have to do to repair the broken connection is to deactivate the connection in the settings -section in Sello, and then re-activate it. This will take you to the channel's login portal and when you have logged in, Sello will have access to your account once again.

If you are unsure as to how to repair the connection, email us at support@sello.io and we will help you.

Manual authentication

Other channels require you to find your unique credentials manually, you then input these in Sello to create the connection. Credentials used are often a username, password,  API token, a merchant ID of some sort etc.

If one of these connections breaks, it is most often a case of incorrect credentials specified in Sello.

The first course of action with these types of connections should always be to make sure that the credentials specified in Sello match the ones available / given to you.

For a reminder of where to find the credentials on a specific channel, consult the guides found here.

If you are unsure what credentials are stored in Sello, email us at support@sello.io and we will help you.

Keep in mind that incorrect credentials are not always the reason a connection is not working, sometimes your account needs to be activated, sometimes a certain type of account is needed before you are allowed to control it using an API.

Good to know:

• If a connection to Tradera is broken, a message containing instructions on how to fix it will be sent to your inbox in Sello.
• If you have received an error saying that your connection is broken it is because the channel in question said so, we do not know why your connection is broken, but if you supply us with as much information as you can about your connection we will help you look into it.