Troubleshooting
Safe diagnosis of connections, mappings, shipments, invoices, callbacks, PDFs and automations without creating duplicates.
On this page
When an error occurs, first stop automation for the affected scenario, capture safe identifiers and determine whether the remote operation already exists. Retrying without this check can create a duplicate shipment or invoice.
Safe diagnostic information
You can send support:
- the Shopify shop domain,
- the application and module name,
- a safe order, document, shipment or operation ID,
- approximate time and time zone,
- visible error code and state,
- the steps immediately before the error.
Never send a Shopify access token, Packeta API password, KROS API token, webhook secret, raw payload, invoice PDF or customer data. If a sensitive file is needed, support must first specify an approved secure channel and the minimum scope.
The app does not open in Shopify
- Refresh Shopify Admin and open the application from Apps.
- Verify that the user may access the app and required orders.
- Check Torevo and Shopify service status.
- If the app was uninstalled or its permissions changed, use the controlled reconnection flow.
Do not bypass embedded authentication by sharing an admin URL with another shop.
The carrier does not connect
- Confirm that you use the correct Packeta Network account and API password, not a portal user’s password.
- Verify that the account enables the required markets and services.
- Check the separate widget key for the pickup-point widget.
- Enter credentials again without whitespace and run the connection test.
- After rotation, update the write-only field in Torevo.
If the test also fails in the carrier portal or API access is unavailable, the account owner must resolve it with the carrier.
A shipping method cannot be mapped
Mapping is explicit; the app does not guess a service from its title. Refresh Shopify shipping methods and choose the correct market, module and service. If you renamed or recreated shipping in Shopify, it may have a new identifier and require a new mapping and test order.
The pickup point is missing
Confirm that the supported theme app extension block is active in the current published theme and assigned to the correct cart flow. Check the widget key, market, service and whether accelerated checkout skipped selection.
Do not automatically submit an order missing a required pickup point. Contact the customer under your own process or correct the test order.
A shipment or invoice remains processing
Use Reconcile or refresh state first. Check for a remote ID, callback or record in the carrier/KROS account. Permit a controlled retry only after confirming safely that no operation was created.
For a partially successful batch, retry only the specific failed item. Never submit the whole batch again.
The KROS connection cannot be verified
Follow the safe code and do not create a document until the connection check passes:
| Symptom or code | What to verify | Safe next step |
|---|---|---|
401 or AUTH | token, whitespace, correct company, token reset | generate a new token and replace it only in Torevo |
| 402 or licence error | active API prepojenie feature | activate it in a supported KROS package; Free is insufficient |
| no numbering sequence | regular-invoice setup in the correct company | create or fix the sequence in KROS, then refresh options |
| wrong company | token belongs to another company ID or environment | deactivate the connection and create a separate provider account |
| timeout or 429 | KROS availability/limit | wait and repeat only the read-only connection check |
KROS_SETUP_INVALID | required fields, report, culture, VAT type | correct configuration; do not weaken validation |
See Connect a KROS Fakturácia account for the current supported-package summary and exact setup.
A KROS callback is rejected
- Compare the callback URL with the one shown for the correct provider account.
- Confirm the same webhook authorisation key on both sides.
- Verify HTTPS and the current production domain.
- After secret rotation, remove the old value and send a test event.
- Never enable unsigned callback processing.
If the callback is only late, do not recreate the invoice; run reconciliation.
The PDF is not ready
Confirm that KROS accepted the document, the selected report exists in that company and the token is valid. Retry PDF retrieval. A report or storage error is separate from invoice creation.
The PDF is not served through a public link. The user must be signed into the correct Shopify shop and allowed to access the app.
A payment or refund needs review
Check the gateway, transaction type, amount, currency and previous operations. An unknown gateway intentionally blocks automatic registration. Do not assess a refund only by total; verify lines, quantities, shipping and tax.
Do not enable automatic credit notes to work around an error. The scenario needs accounting approval and a documented live test first.
Automation did not run
Confirm the rule is active, the shop has required access and billing, the trigger matches current order state and every readiness condition passed. Inspect the decision audit: a safely blocked scenario is expected behaviour, not a worker failure.
Escalate an incident
If repeated document or shipment creation, credential exposure or cross-shop data access is possible, disable the affected automation, rotate the exposed secret and escalate immediately. Preserve audit records required for investigation.