🔍 Overview
After adding a Shopify token in Search Atlas, you may notice the connector still shows a Disconnected status. In most cases, this is caused by stale browser cache or cookies interfering with the authentication handshake — not a problem with the token itself. Following the steps below resolves the issue for the majority of users without requiring support.
⚠️ Before You Begin
Confirm the following before troubleshooting the browser:
- Your Shopify token was generated with the correct permissions required for the integration.
- The token was copied and pasted in full with no extra spaces.
- You saved the connector settings after entering the token.
If all three are confirmed and the connector still shows disconnected, proceed with the steps below.
🧹 Step 1: Clear Your Browser Cache and Cookies
Cached authentication data can prevent Search Atlas from recognising a newly added token. Clearing your cache and cookies forces the browser to load a fresh session.
- Open your browser settings and navigate to the option for clearing browsing data.
- Set the time range to All time.
- Check both Cached images and files and Cookies and other site data.
- Clear the data and wait for the process to finish.
- Close all browser tabs and reopen your browser completely.
🔄 Step 2: Reconnect the Shopify Connector
After clearing the cache, log back in to Search Atlas and navigate to Avatar → Settings → CMS Connectors to access your Shopify connector settings. If the connector still shows Disconnected, try re-entering your Shopify token and saving again. Allow a moment for the status to update before refreshing the page.
🕵️ Step 3: Try a Different Browser or Incognito Window
If the connector still shows disconnected after clearing cache, test in a private or incognito window, or switch to a different browser entirely. This rules out browser extensions, conflicting cookies, or persistent cache issues.
Repeat Step 2 inside the new window. If the connection succeeds here, a browser extension in your main browser is likely the cause. Try disabling extensions one by one to identify the conflict.
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.