Troubleshooting
The 12 most common “why isn't this working?” situations, with the actual fix. If your problem isn't here, our status page covers live system health and contact reaches a human within one business day.
Detection & sources
Extension says “Not a Woo/Shopify store”
Two reasons happen most often:
- You're on a non-product page— the popup probes the current tab. Open the storefront root (or any product/collection page) and reopen the popup.
- The store hides its platform fingerprint. Some WP hardening plugins strip the generator meta and disable
/wp-json. Our DOM fallback usually still works once you click Start scrape; the popup detector is a fast path, not the whole engine.
Job sits at 0 / 0 products forever
The sitemap probe failed and the store didn't expose a clean API. Open the job page; the error column will name the URL we couldn't reach. Common cases:
- Cloudflare Under Attack mode.Solve the challenge in your normal tab first; the extension uses your session, so once you're past, the scrape works.
- Bot-protection plugin.Try Thorough mode — it probes paginated shop walk URLs at the same pacing a human would.
Variants, attributes, images
Variant prices come out wrong
Older Woo themes emit prices in the storefront's rendered currency rather than the canonical one. Check Settings → WooCommerce → General → Currency Positionon the destination — if it doesn't match the source, prices look off after import. Re-import the same CSV after fixing the setting; no need to re-scrape.
Some product images are missing in the export
We cap image downloads at 25 MB each. Anything larger appears in the job with status too_large rather than completed. View the job page to see exact failures. Usually it's 1–5% of a large catalog. Re-running Retry on the job re-attempts those specifically.
Variant images don't survive the import
WooCommerce CSV import only assigns the featured image during bulk import, not per-variant. Use the WordPress companion pluginif per-variant images matter — it uses wp_insert_attachmenton each variation, which the CSV path can't do.
Exports & pushing
Generated CSV is empty or has a header row only
The export was queued before the job finished ingesting. Wait until the job shows status completed in the dashboard (or until you receive the completion email if you opted in), then click Generate again on the same kind.
WooCommerce import says “Invalid CSV row”
Re-download the CSV. We changed a column once (added tax_status in v1.2.5) and old browser caches occasionally serve the previous version. Hold Shift+Cmd/Ctrl+R on the job page to force a fresh download.
Shopify import drops products
Shopify enforces unique handles per store. If your destination already has a product with the same slug, the import skips silently. Open the import log in Shopify Admin — it lists every skipped row.
Direct push to Woo fails with 401
REST keys with Readpermission can't write products. The key needs Read/Write. Regenerate in WooCommerce → Settings → Advanced → REST API and update the destination in /dashboard/destinations.
Account & billing
I bought a tier but my job won't let me pick it
Each purchase grants onemigration job. If a previous job already consumed the purchase, you'll see it grayed out in the job-create flow. Buy a fresh tier for a new source URL.
Refund didn't arrive after 5 days
Stripe refunds typically land in 5–10 business days. Beyond that, banks sometimes hold the funds. Email refunds@wooscraper.comwith your purchase ID and we'll trace it.
Forgot password / can't sign in
/forgot-password sends a one-time reset link (1 hour expiry). The link works once. Email support@wooscraper.comif the reset email never arrives — we'll check Resend delivery on our side.
Still stuck?
Include the job ID, the source store URL, and the exact error message. We can usually root-cause within a couple of hours. Contact us.