How to fix a store that shows Not tracking in CartBoss
A store shows Not tracking in CartBoss after about two days without contact; to fix it, reconnect the WooCommerce plugin or reinstall the Shopify app. Until then, CartBoss can't see abandoned carts there and sends no recovery messages. Here is what each status means and how to fix it.
Check your store's status
- In your CartBoss dashboard, click Sites in the left menu.
- Look at the Tracking column.
- Active (green dot): the store is connected and CartBoss is working.
- Not tracking (INSTALL): the store hasn't been in touch with CartBoss for about two days (the status changes 32 to 48 hours after the last contact). A store you just added shows it until it is connected. Click INSTALL to see the setup steps again.
- Paused: you switched the store Off. CartBoss ignores its carts and sends no messages. Switch it back On to start again.
Fix a WooCommerce store
- Log in to your WordPress admin and check that the CartBoss plugin is installed and active under Plugins.
- Look for the red message "CartBoss is disconnected. Add a valid API key…" at the top of the admin. If you see it, the key in the plugin is missing or wrong.
- In CartBoss, open Sites, click INSTALL next to the store and click Copy API key.
- In WordPress, click CartBoss in the left menu, paste the key into Paste your API key and click Connect.
- If the store shows UPDATE PLUGIN in CartBoss, update the plugin too (see How to update the CartBoss plugin in WordPress).
The plugin checks in with CartBoss every few hours, and every cart also counts. The status turns Active soon after the next check-in or the next cart.
Fix a Shopify store
- In your Shopify admin, open Apps and check that the CartBoss app is still installed.
- If it isn't, install it again from the Shopify App Store (see How to connect your Shopify store to CartBoss). Your store reconnects to the same site in CartBoss.
When the app is uninstalled, the store stops checking in and shows Not tracking about two days later.
Questions
The store shows Active, but no messages go out.
Check your balance. When it runs out, CartBoss stops picking up new carts until you add funds, and carts made meanwhile are lost. Turn on auto reload so this doesn't happen (see How to add funds and turn on auto reload). Also check the daily spend limit under Billing. For the full checklist, see How to find out why a shopper didn't get a CartBoss text.
My store shows Not tracking under another organization.
A store can be connected to only one organization. If it was added twice, email us at support@cartboss.io and we'll tidy it up (see How to manage several stores, organizations and users).
I just installed CartBoss and it still says Not tracking.
Wait a few hours. The WooCommerce plugin checks in about every 6 hours, and the first check-in or the first cart turns the status Active. A Shopify store connects as soon as the app is installed.
Nothing helps.
Email us at support@cartboss.io with your store address. We can see when your store last checked in.