This article explains what to do if you've installed the Gelato Shopify app, but it's not showing in your Gelato account.
Why is my Gelato Shopify app not syncing?
If you installed the Gelato app for Shopify, it should appear in your Shopify account under Apps > Installed apps.
You should also be able to see your Shopify store in your Gelato account under Stores.
If this is not the case, it is recommended that you check the following:
Link to correct Gelato account: Ensure that you have linked your Shopify store to the correct Gelato account. Many customers create multiple Gelato accounts but only link one to their Shopify store. We strongly recommend NOT creating multiple Gelato accounts to avoid such issues.
Reinstall the Gelato Shopify app: Try uninstalling and reinstalling the Gelato app for Shopify.
Contact Gelato Support: If neither of the suggestions above resolves the issue, please contact Gelato Support. Please have the following information available:
The email address used to sign up for Gelato
The name of your connected Shopify store
Screenshots of both your Shopify (Apps) and Gelato (Stores) accounts, as shown above
Additional troubleshooting
If you uninstalled the Gelato app from your Shopify store and then reinstalled it, the store connection may be broken. In the API Dashboard section 'Stores', a correctly connected Shopify store is shown with the Shopify logo and after the store domain, we show (Shopify). If you uninstalled the app and the connection is broken, you will see Gelato's logo and (Gelato) after your store's domain, as shown in the screenshot below. In such cases, please delete the store via the three-dot menu and the 'Edit store details' option. Then try to connect the store again as explained here.