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Integration troubleshooting

In this article, we’ll cover the following topics:


Site already registered with another account

If you’re getting “The site you are trying to connect with ConvesioConvert is already integrated with another account” error message and believe the site belongs to you, get in touch with us to transfer the site to your new ConvesioConvert account. If you’re having difficulty remembering the account, you can connect with us so we can resolve the problem for you.


SSL rule for connecting your site with ConvesioConvert

In order to sync your website content and run automation rules, we follow the highest security measures, so a lack of SSL would compromise your website security. We care about your website security, so we only allow integrations of websites that have enabled an SSL certificate for their domain. Nowadays the majority of hosting companies provide this feature for free or for a small fee. You can also set it up for free using Letsencrypt.org or a variety of WordPress plugins


Cannot communicate with your site

  • Make sure your DNS and hosting services are operating properly. You can use a variety of third party online ping tools from the internet to ensure your server is accessible.
  • Make sure your site allows requests for outside traffic and that there are no under maintenance plugins installed that blocks the traffic.
  • Check if your site is live by visiting your website using your browser’s incognito mode or private browsing or use a different browser or device.
  • If you’re using a firewall (server level or services like Cloudflare), make sure that api.ConvesioConvert.ai is not blocked on your server. You can whitelist it in your firewall settings.

WP-JSON is not accessible

First make sure you do not have any under maintenance plugins enabled on your site that blocks requests.

If your Web Server is running under Apache, follow the steps below for ConvesioConvert onboarding troubleshooting:

  1. Make sure your .htaccess file permissions are writable by WordPress (chmod 664). The .htaccess file is located in your WordPress site root directory and is a hidden file, so you need to enable the setting to show hidden files in your FTP tool or file manager. 
  2. Since WordPress REST API only works with pretty permalinks, go to WordPress Dashboard > Settings > Permalinks and under common settings choose anything other than Plain. Example:
  3. Within your server configurations, make sure mod_rewrite is enabled via the a2enmod module. If you don’t know how to enable it, you can contact your hosting provider to do it for you. Mod_rewrite is needed for pretty permalinks to work.

If your Web Server is running under Nginx, follow the steps below to troubleshoot:

  1. Depending on your hosting provider, Nginx configuration file is located in various places on your server. So, you should find a configuration file that allows you to add your custom rules. 
  2. You should open and add the following rule so all REST API calls are sent to WordPress to handle the link structure.
    location /wp-json/ { # Resolves WP Gutenberg 404 issue
    try_files $uri $uri/ /index.php;
    }
  3. If you still can not fix the issue, please contact support via the profile menu inside the ConvesioConvert dashboard.

ConvesioConvert plugin is not installed or is not active

  1. Go to your WordPress dashboard > Plugin and search for the ConvesioConvert plugin.
  2. If the plugin does not exist in your list of plugins, kindly click Add New, then from plugin repository search for “ConvesioConvert”. Once you found the plugin, install and activate it.
  3. Now go to WordPress dashboard > Settings > ConvesioConvert.
  4. Click on the Connect & Activate button and follow the guiding steps to integrate your site with ConvesioConvert.

Note: If you would like to install the ConvesioConvert plugin on a WordPress multisite, ask your network admin to install it for you so you can access it from your own dashboard.


ConvesioConvert plugin is not integrated with your site

  • You have not connected and activated your site with ConvesioConvert from the plugin settings.
  • You have removed the integration from the ConvesioConvert plugin settings.

WooCommerce plugin is not active

We have detected that you have specified sales generation as your goals, but WooCommerce plugin is not activated; so features related to your orders, products, coupons and rule executions will not work. Please install and activate WooCommerce from the WordPress plugin directory to fix this issue. Alternatively, if you do not intend to track and improve your sales, set your goal to Lead Generation in your Site Settings page.


Integration is paused

You have paused integration from your ConvesioConvert plugin settings. Your rule executions will be stopped until you restart it.

Note: We will still sync your posts, orders, new user registrations and track users while you have paused the integration. Pausing is intended only for cases that you need to stop rule executions temporarily until you are done with troubleshooting some issues.


Old version of WordPress or WooCommerce is detected

We have detected that you are using an outdated version of WordPress and/or WooCommerce. Please note that even though older versions may work with ConvesioConvert, they are not officially supported by us.

  • WordPress: We support WordPress version 5.0.0 and higher. Nevertheless it is recommended that you use the latest version of WordPress.
  • WooCommerce: In line with WooCommerce support policy, the latest three minor versions of WooCommerce are supported. For example if the current WooCommerce release is 4.0.x, we support the versions 3.8.x, 3.9.x and 4.0.x.

You need to consider upgrading to a supported version of WordPress and/or WooCommerce to not only enable the full feature set of ConvesioConvert, but also to ensure your site runs without bugs and has the latest security fixes.


Synchronizing your data with ConvesioConvert

When you authorize integration of your site with ConvesioConvert, we synchronize your site’s data with ConvesioConvert for first use. This usually takes a short time to complete, often less than an hour.

While the initial synchronization is running, some features may have limited functionality; however, you are free to explore and use the system features. Once synchronization is done, all the features will start working in full capacity.

Parts of system that may have reduced functionality or limited statistics precision while the synchronization is running include:

  • User statistics in Reports, Automation and Customer Journey pages.
  • Purchase statistics in the ConvesioConvert Reports page.
  • Purchase details in the ConvesioConvert Customer Journey page.
  • User lists for email campaigns. Depending on the email campaign condition, eventually all users that are eligible receive emails after synchronization is done (for example in case of All Leads or All Customers conditions).

Failing to Synchronize your data with ConvesioConvert

If data synchronization encounters an error, please ensure your site is functioning properly by verifying the following:

  • Ensure your site is accessible and can be reached from the internet.
  • If you’re using a security software or plugin, ensure it allows ConvesioConvert calls to your server.
  • Ensure you’re running recent versions of WordPress and/or WooCommerce.

If you need assistance, please contact us with any error code that is displayed in the error message to you and we try to help. Please note, however, we are not able to fix issues that arise from your serve side; we can only help with issues that possibly arise from the ConvesioConvert system.


ConvesioConvert server is not accessible

Your site could not communicate with ConvesioConvert servers, which can be for one of the following reasons:

  1. ConvesioConvert server maintenance: ConvesioConvert may notify you before scheduled maintenance jobs that can cause extended downtime periods of our servers. If in doubt however, please check if you can access https://api.ConvesioConvert.ai. These maintenance periods do not affect your site in any way.
  2. Ensure that your WordPress host can ping ConvesioConvert API Server at https://api.ConvesioConvert.ai. Troubleshooting tips at Cannot communicate with your site entry can help. If you do not manage your own WordPress server, you can ask your hosting provider for help.

If you need assistance, please contact us with any error code that is displayed in the error message to you and we try to help. Please note, however, we are not able to fix issues that arise from your serve side; we can only help with issues that possibly arise from the ConvesioConvert system.


What should I do when my site is scheduled for deletion?

When you delete a site from your ConvesioConvert dashboard or ConvesioConvert WordPress plugin settings page, the site will be scheduled for deletion. From the moment you delete a site, there will be 30 days that you can reach out to us for recovering that site for you. After 30 days, the site deletion is irreversible and we can no longer do anything for you.


What should I do when my site is permanently deleted?

After permanently deleting your site we can no longer recover your site as we delete your data from our servers permanently. In case you’re interested to use ConvesioConvert, you may proceed with integrating your site.


Enable the ConvesioConvert App Embed block

ConvesioConvert will work in Shopify when the ConvesioConvert App Embed block is enabled. To do so, from the left side panel in your Shopify dashboard, select Online Store > Themes. Then click on the Customize button on the page. In the next page, click on the Theme Setting button placed at the bottom left side of the page. Then choose the App Embed tab on the right side panel and finally toggle on the ConvesioConvert App Embed.

Updated on July 1, 2024

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