Skip to main content
This guide covers the most common issues customers encounter in Pixa Lab and Pixa WMS, along with clear steps to resolve them. Work through the relevant section below — most problems can be fixed in just a few minutes without contacting support.

​
Integration Issues

An authorization or credential problem is usually the cause. Follow these steps to resolve it:
1

Re-authorize the integration

Go to Settings → Integrations, find the affected marketplace, and click Re-authorize. Follow the on-screen prompts to reconnect your account.
2

Check your API credentials

Confirm that the API key, secret, and any seller ID values you entered match exactly what your marketplace account dashboard shows. Even a single incorrect character will cause an error.
3

Contact support if the error persists

If re-authorizing and correcting credentials doesn’t resolve the issue, contact the Pixa support team with the exact error message so they can investigate further.
1

Check the product matching status

Open the product in Pixa Lab and verify that it has been matched to the corresponding listing on the target channel. Unmatched products will not sync.
2

Ensure the listing is enabled

Confirm that the product listing is set to Active for the channel you’re trying to sync to. Inactive or paused listings are intentionally excluded from sync.
3

Review the integration logs

Navigate to Integrations → Logs and filter by the relevant channel. Look for any error or warning entries related to that product, then address the reported issue.
1

Verify the channel is connected

Go to Settings → Integrations and confirm the channel status shows Connected. A disconnected channel will not pull orders.
2

Check that order sync is enabled

Inside the channel settings, make sure the Order Sync toggle is turned on. If it was recently disabled, re-enable it and trigger a manual sync.
3

Check the integration logs

Review Integrations → Logs for the channel. Any errors during the last sync attempt will appear here and indicate what needs to be corrected.

​
Inventory Issues

1

Force a manual stock push

Go to Inventory, select the affected products, and use the Push Stock action to immediately send the correct quantities to all connected channels.
2

Check for pending sync jobs

Navigate to Integrations → Sync Queue and look for any stuck or failed jobs related to that channel. Cancel and retry any failed jobs to clear the queue.
Manually editing stock levels on the marketplace itself (rather than in Pixa Lab) can cause conflicts. Always make stock adjustments inside Pixa Lab so all channels stay consistent.
1

Check recent order activity

Review the Orders list filtered to the last 24–48 hours. A burst of orders, a cancelled-then-reinstated order, or a bulk return may have triggered a larger-than-expected deduction.
2

Review the inventory movement log

Open the product and navigate to the Movement Log tab. Every stock change — sales, adjustments, returns, and manual edits — is recorded here with a timestamp and source, making it easy to identify the cause.

​
Shipping Issues

1

Verify the carrier integration is active

Go to Settings → Integrations and confirm that the relevant cargo carrier (e.g., Aras Kargo) shows a Connected status.
2

Check carrier credentials

Open the carrier integration settings and confirm that the account number, username, and password are correct and up to date. Expired or changed credentials are the most common cause of label generation failures.
1

Check the carrier integration status

Confirm the carrier integration is still connected under Settings → Integrations. A disconnected carrier cannot push tracking updates.
2

Trigger a manual sync

Open the affected order, locate the shipment, and use the Sync Tracking option to force Pixa Lab to push the tracking number to the marketplace immediately.

​
Invoicing Issues

1

Check the accounting integration connection

Go to Settings → Integrations and confirm your accounting or e-invoice integration is showing Connected. A disconnected integration will silently prevent invoice creation.
2

Confirm auto-invoice is enabled

Open Settings → Invoicing and verify that the Automatic Invoice Creation option is switched on. If it was disabled, re-enable it and check whether any backdated orders need manual invoice generation.

​
WMS Issues

1

Ensure a barcode is assigned to the product

Open the product in the Pixa catalog and check the Barcode / SKU field. If it is empty or incorrect, add the correct barcode value and save. The scanner will recognize the product on the next scan attempt.
1

Verify product shelf locations in warehouse setup

Go to WMS → Warehouse Setup and confirm that each product has an accurate shelf location assigned. The picking route is calculated based on these locations — missing or incorrect assignments will produce a suboptimal route.
If your issue isn’t listed above, the Pixa support team is ready to help. Visit the contact page to reach the team by phone, WhatsApp, or the help portal.