> ## Documentation Index
> Fetch the complete documentation index at: https://docs.pixasoftware.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Pixa Lab Troubleshooting: Integration and WMS Help

> Step-by-step guidance for resolving the most frequent issues in Pixa Lab and Pixa WMS, from integration errors to shipping and invoicing problems.

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

<AccordionGroup>
  <Accordion title="My marketplace connection is showing an error">
    An authorization or credential problem is usually the cause. Follow these steps to resolve it:

    <Steps>
      <Step title="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.
      </Step>

      <Step title="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.
      </Step>

      <Step title="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.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="Products aren't syncing to a channel">
    <Steps>
      <Step title="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.
      </Step>

      <Step title="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.
      </Step>

      <Step title="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.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="Orders are not appearing in Pixa Lab">
    <Steps>
      <Step title="Verify the channel is connected">
        Go to **Settings → Integrations** and confirm the channel status shows **Connected**. A disconnected channel will not pull orders.
      </Step>

      <Step title="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.
      </Step>

      <Step title="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.
      </Step>
    </Steps>
  </Accordion>
</AccordionGroup>

## Inventory Issues

<AccordionGroup>
  <Accordion title="Stock levels are incorrect on a marketplace">
    <Steps>
      <Step title="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.
      </Step>

      <Step title="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.
      </Step>
    </Steps>

    <Warning>
      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.
    </Warning>
  </Accordion>

  <Accordion title="Inventory went to zero unexpectedly">
    <Steps>
      <Step title="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.
      </Step>

      <Step title="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.
      </Step>
    </Steps>
  </Accordion>
</AccordionGroup>

## Shipping Issues

<AccordionGroup>
  <Accordion title="Cargo label won't generate">
    <Steps>
      <Step title="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.
      </Step>

      <Step title="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.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="Tracking number not updating on the marketplace">
    <Steps>
      <Step title="Check the carrier integration status">
        Confirm the carrier integration is still connected under **Settings → Integrations**. A disconnected carrier cannot push tracking updates.
      </Step>

      <Step title="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.
      </Step>
    </Steps>
  </Accordion>
</AccordionGroup>

## Invoicing Issues

<AccordionGroup>
  <Accordion title="Invoices aren't being created automatically">
    <Steps>
      <Step title="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.
      </Step>

      <Step title="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.
      </Step>
    </Steps>
  </Accordion>
</AccordionGroup>

## WMS Issues

<AccordionGroup>
  <Accordion title="Barcode scanner not recognizing a product">
    <Steps>
      <Step title="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.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="Picking route seems incorrect">
    <Steps>
      <Step title="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.
      </Step>
    </Steps>
  </Accordion>
</AccordionGroup>

<Note>
  If your issue isn't listed above, the Pixa support team is ready to help. Visit the [contact page](/support/contact) to reach the team by phone, WhatsApp, or the help portal.
</Note>