TABLE OF CONTENTS


Overview

Here are some troubleshooting steps to resolve connection issues between our system and your WooCommerce store, as well as issues preventing you from progressing past the "Create An Account" step if you already have an existing account.


If you've recently moved your WooCommerce site to a new server or hosting platform, you will need to re-establish the connection with the Omnivore or eBay LINK app. Please review this FAQ thoroughly for detailed guidance.


Scenario 1: A firewall is blocking access to the WooCommerce site


Your server may have a firewall or IP-based filtering configured, which can cause connection issues. If this is the case, you may encounter errors such as:

  • java.lang.RuntimeException: Remote error: java.net.ConnectException: Connection timed out
  • java.lang.RuntimeException: Remote error: java.net.ConnectException: Connection refused (Connection refused)


How to Fix:


  • Whitelist the IP addresses of our production servers - View the full list of Omnivore IP Addresses here. 
  • Check the protocol (HTTP/HTTPS): These errors can also occur if the connection protocol is incorrect. For example, if your server only supports HTTP but the endpoint is set as HTTPS, or vice versa. Ensure the correct protocol is being used.
     

Scenario 2: Is your registered API endpoint correct and publicly visible?


 If you see the following error message, our system is unable to connect to your WooCommerce site: 


 'Can't connect to WooCommerce API at https://...'


If the URL is incorrect, you have two options to resolve this:

  • For existing accounts: If your API endpoint has changed, please contact our support team to update the URL.
  • For new users: You will need to uninstall and reinstall the plugin. During the reinstallation process, you can enter the correct URL before making your first connection.


Scenario 3: Invalid SSL certificate


If your endpoint is secure (i.e., uses HTTPS), ensure that your SSL certificate is valid, as a self-signed certificate is typically not sufficient.

To verify your SSL certificate, you can use the Qualys SSL Server Test.

When checking, pay close attention to:

  • Expiration date – Ensure your certificate has not expired.
  • Chain issues – Confirm that the certificate chain is correctly configured and trusted.


Scenario 4: Changes to your WooCommerce Store or Hosting


If you recently updated WordPress, WooCommerce, or your hosting and lost connection, the API endpoint URL may have changed. Try using one of the following patterns: 


https://your-site.com/wp-json/wc/v3
https://your-site.com/wp-json/wc/v2
https://your-site.com/wp-json/wc/v1

https://your-site.com/index.php/wp-json/wc/v3
https://your-site.com/index.php/wp-json/wc/v2

https://your-site.com/index.php/wp-json/wc/v1

https://your-site.com/wc-api/v3
https://your-site.com/wc-api/v2

https://your-site.com/wc-api/v1

https://your-site.com/index.php/wc-api/v3

https://your-site.com/index.php/wc-api/v2
https://your-site.com/index.php/wc-api/v1

Replace "https://your-site.com" with your actual website’s base URL.


How to Test & Update Your API Endpoint

  1. Go to: Settings > Feed > General
  2. Record the original API Endpoint URL
  3. Update the API Endpoint URL by testing the above patterns
  4. Click "Update" at the bottom of the page after making each change
  5. Click "Test Connection"
  6. If you see "Connection to WooCommerce API is successful", the new endpoint is working.



Testing the Connection Between WooCommerce and Omnivore (Existing Accounts) 


To verify the connection between WooCommerce and Omnivore, follow these steps:

  1. Navigate to Settings > Feeds > General
  2. Click the "Test Connection" button
  3. If the connection is successful, you will see the confirmation message: "Connection to WooCommerce API is successful."


If you encounter any errors, review your API settings and ensure your WooCommerce store is accessible. 



Reconnecting Your Omnivore Account to WooCommerce (Existing Accounts)


If your Omnivore account can no longer connect to WooCommerce, please follow these steps before contacting Support. These steps will reset the plugin and manually reconnect your existing account, allowing you to get beyond the step where you have to "Create a New Account". 


Step-by-Step Guide to Reset the Connection

  1. Deactivate and Uninstall the Omnivore Plugin. Do not proceed until the plugin is fully deleted.
  2. Reinstall the Omnivore Plugin.
  3. Go to the Omnivore page in WooCommerce.
  4. Activate the plugin.
  5. Click Omnivore to open the plugin settings.
  6. Click Save, then click the Go to Omnivore button.
  7. This will take you to the Omnivore Registration Page. Stop here - do not proceed further.
  8. Copy the URL of the registration page and take a screenshot of it.
  9. Important: Do not click the link after pasting it—once clicked, it will no longer be valid.
  10. Send both the copied URL and the screenshot to Support.


With the URL and screenshot, our team should be able to repair the connection and manually link your account for you.


If you accidentally proceed beyond Step 7, you will need to restart the process and provide the correct URL after clicking Save and Go to Omnivore.