Common issues and solutions for sales channel connections.
Issue 1: Channel Shows "Error" Status
This usually means the OAuth token has expired. Go to Settings > Sales Channels, click on the affected channel, and re-authorize by going through the OAuth flow again.
Issue 2: Orders Aren't Syncing
Check the "Last Sync" timestamp on the channel. If it's stale, try disconnecting and reconnecting the channel. Also verify that customer emails are being captured at the POS, since order matching depends on email addresses.
Issue 3: Lightspeed K-Series Test Mode
If you enabled test mode during setup, real orders won't sync. Disable test mode in the channel settings to start receiving real data.
Issue 4: Webhooks Not Firing
Some platforms require webhook URLs to be re-registered after changes. Disconnect and reconnect the channel to refresh webhooks.
Issue 5: Duplicate Orders
Pocket deduplicates by external order ID, but if your POS sends the same order multiple times with different IDs, duplicates may appear. Check order history on member profiles to identify and investigate duplicates.
Tips
Always verify that customer emails are being collected at the point of sale — this is critical for order matching.
After reconnecting a channel, allow a few minutes for the initial sync to complete.
If issues persist after reconnecting, contact support with your channel type and the error message displayed.