Matrixify Troubleshooting Guide

This guide provides standard troubleshooting steps and verification practices when dealing with Matrixify integration issues.

Why isn't my import working?

Possible causes:

• Incorrect Plan Selected: Confirm that you are on the $50 (or greater) plan with Matrifixy. While settings can be configured on the free plan, orders will not sync over unless you are on a higher plan.
• Incorrect Import File Setup: Verify that the import file is correctly configured. (See Sync Your CommentSold Orders to Shopify) 
• Incorrect Port Configuration: When creating the server ensure Port 22 is explicitly typed in. The placeholder in the field is greyed-out default text and is not pre-populated.

Why isn't the fulfillment status on my orders updating in CommentSold?

Possible causes:

• Incorrect Export File Setup: Ensure the export file has been created and properly scheduled. (See Sync Your CommentSold Orders to Shopify) 

What is the "Email files containing past orders" setting used for?

• Catchup File Generation. These catchup files only export previously uncaptured orders. This is typically used for orders that didn't sync or that were placed before the Matrixify app was connected. 

How do I generate a file with uncaptured orders?

1. In CommentSold, navigate to Setup>More Integrations.
2. Select Other. 
3. In the bottom of the Matrixify section, find the Email files containing past orders setting. 
4. Enter the start and end dates for the orders you want in the file. 
5. Click Send. 
6. This will send the file to the email on the account. 
7. Use the Manual Import option to import these files using Matrixify.