Troubleshooting & FAQs

Troubleshooting Common Issues

Pre-Registration Not Found Error

Problem: Merchant clicks Violet Connect link but sees "pre-registration not found" error.

Possible Causes:

  • Pre-registration was deleted from Channel Dashboard

  • Wrong merchantId in link (link doesn't match pre-registration)

  • Merchant clicked an old/expired link

Solution:

  1. Verify pre-registration still exists in Channel Dashboard

  2. Copy a fresh Violet Connect link from the Pre-Registered tab

  3. Send the new link to merchant

Merchant Already Connected Error

Problem: Merchant tries to connect but sees "store already connected" error.

Cause: This store is already connected to your channel (check "Connected Merchants" tab)

Solution:

  • If merchant needs a fresh connection, delete the existing connection first

  • Create a new pre-registration

  • Send new installation link to merchant

Wrong Store URL

Problem: Merchant reports the Violet Connect link shows the wrong store name/URL.

Cause: Store URL was entered incorrectly during pre-registration.

Solution:

  1. Delete the incorrect pre-registration (Actions menu → Delete)

  2. Create a new pre-registration with the correct store URL

  3. Copy and send the new Violet Connect link to merchant

Permission Errors - Features Don't Work

Problem: Merchant completes installation but features don't work (products missing, shipping rates not calculating, etc.)

Cause: Missing API scopes in the custom app configuration.

Solution:

  1. Go to Shopify Partner Dashboard → Apps → Your Custom App

  2. Check Configuration tab → Admin API access scopes

  3. Add missing scopes from Prerequisites section

  4. Regenerate install link

  5. Create a new pre-registration with updated link

  6. Have merchant use new link and reinstall

Missing Credentials from Shopify Partner Dashboard

Problem: Can't pre-register merchant because you don't have credentials.

Cause: Haven't completed prerequisites in Shopify Partner Dashboard.

Solution:

  1. Review the Prerequisites section

  2. Log in to Shopify Partner Dashboard (https://partners.shopify.com)

  3. Create custom app for this merchant

  4. Configure required API scopes

  5. Generate and copy credentials

  6. Return to Channel Dashboard to pre-register

Install Link Doesn't Work - "Invalid Link" Error

Problem: Merchant clicks install link but gets "Invalid link" error from Shopify.

Cause: Link expired or was generated incorrectly.

Solution:

  1. Go to Shopify Partner Dashboard → Apps → Your Custom App

  2. Regenerate install link

  3. Update pre-registration: Actions menu → Edit → Update Install Link field

  4. Send updated link to merchant

Frequently Asked Questions

Why did Shopify require this change?

Shopify deprecated the previous channel-controlled custom app model to give merchants better security and control. With single-merchant custom apps:

  • Each merchant owns their app and credentials

  • Merchants can revoke access at any time

  • Merchants have full visibility into API permissions

  • Better audit trail for data access

  • Merchants have full control over their integrations

This change took effect January 2026 and applies to all new merchant onboarding. It gives merchants the security and control they need.

Do I need to migrate my existing merchants?

For existing merchants: Merchants connected before January 2026 will continue to work with their existing integration. No migration required.

For new merchants: All new merchant onboarding must use the pre-registration approach described in this guide.

If you want to migrate existing merchants: Contact Violet Support to discuss options and create a migration plan that minimizes disruption.

What happens to my old Shopify integrations?

Old integrations: Merchants connected before January 2026 will continue to work as-is. No changes needed for existing merchants.

New onboarding: All new merchants must follow the pre-registration process in this guide.

Shopify timeline: Shopify deprecated the old model as of January 2026. Only pre-registration is supported for new merchant onboarding going forward.

How do I get Shopify Partner Dashboard access?

If you don't have a Shopify Partner account:

  1. Go to https://partners.shopify.com

  2. Click Sign up

  3. Complete partner account application

  4. Shopify reviews and approves your application

  5. Once approved, you can create custom apps

If you already have a Shopify Partner account:

  1. Log in to https://partners.shopify.com

  2. Navigate to Apps

  3. Click Create an app to begin creating custom apps for your merchants

I lost my Client Secret or forgot to copy it before navigating away

The Client Secret appears only once in Shopify. If you didn't copy it, you'll need to regenerate it:

  1. Go to Shopify Partner Dashboard → Apps → Select your Custom App

  2. Navigate to the API credentials section

  3. Find the Client Secret field and click Regenerate

  4. Copy the new Client Secret immediately

  5. Return to Violet Channel Dashboard

  6. Edit the pre-registration for this merchant (Actions menu → Edit)

  7. Update the Client Secret field with the new value

  8. Save the pre-registration

  9. If the merchant already started installation with the old credentials, send them the updated installation link

What's the difference between the Shopify install link and the Violet Connect link?

Shopify install link:

  • Merchant authorizes Shopify first

  • Then completes Violet authentication

  • More steps, slightly longer flow

Violet Connect link (recommended):

  • Merchant authenticates with Violet first

  • Store details pre-filled

  • One-click authorization in Shopify

  • Faster and simpler flow

Recommendation: Use Violet Connect link for best merchant experience.

Can I edit a pre-registration after creating it?

Yes. Use the Edit action in the Pre-Registered tab to update:

  • Merchant Name

  • Store URL

  • Client ID

  • Client Secret

  • Install Link

Important: If a merchant has already started installation, editing credentials will require them to reinstall with updated credentials.

How do I know when a merchant has completed installation?

The merchant automatically moves from the "Pre-Registered" tab to the "Connected Merchants" tab. You'll see them appear in your Connected Merchants list.

Can I pre-register the same merchant multiple times?

No. Each store URL can only have one active pre-registration. If you need to create a new pre-registration:

  1. Delete the existing one (Actions menu → Delete)

  2. Create a new pre-registration with the updated credentials

  3. Send new installation link

Installation Flow Diagram

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