# Common issues with products sync

### "Attribute Missing" Error in TikTok Shop Connector by SPL

#### Issue Overview

The "Attribute Missing" error occurs when required product attributes are not provided. Each product category has specific attributes, and those marked with an asterisk (\*) are mandatory. Failure to fill in these attributes prevents the product from syncing with TikTok Shop.

#### How to Fix the "Attribute Missing" Error

1.  Click on **"Fix Me"** next to the affected product.

    <figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FKzo4kt35rDwCWUVMmRVk%2Fimage.png?alt=media&#x26;token=8f384c12-ef03-4d39-8b97-b5ce3414e51b" alt=""><figcaption></figcaption></figure>
2.  Review the product error message at the top. If it states **"product attributes value is required,"** scroll down to the **Attributes** section at the bottom.

    <figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FaJ8FqFIuO43VyAREoZKt%2Fimage.png?alt=media&#x26;token=3e689fb7-3c2d-48d6-a37d-ee6f57da3296" alt=""><figcaption></figcaption></figure>
3.  Enter all required attributes, especially those marked with an asterisk (\*), as they are mandatory.

    <figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FPznyBpSKO8x0CsBMKNpN%2Fimage.png?alt=media&#x26;token=2e19d586-8f18-4e17-9767-91c8545c7fde" alt=""><figcaption></figcaption></figure>
4. Once all necessary attributes are completed, click **"Save"** at the top.
5.  The error should now be resolved.

    <figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FSCPJxOLpxkp2n23IgctT%2Fimage.png?alt=media&#x26;token=87042ce1-c3d3-4336-a2bd-7e660b4bd5b4" alt=""><figcaption></figcaption></figure>

### "No Category Selected" Error in TikTok Shop Connector by SPL

#### Issue Overview

The **"No Category Selected"** error occurs when a product is assigned to an incorrect category or has no category assigned. Since TikTok Shop requires a valid category for product synchronization, this issue must be resolved before listing.

#### How to Fix the "No Category Selected" Error

1.  Click on **"Fix Me"** next to the affected product.

    <figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FupzQIv9uly9wgQFwbbgw%2Fimage.png?alt=media&#x26;token=743174bd-e4cb-4ccb-96cb-c9454849b827" alt=""><figcaption></figcaption></figure>
2.  Review the product error message. If it states **"Please Select a Category,"** scroll down to the **Categories and Attributes** section.

    <figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FVctfpBefo45fhRgtpPUa%2Fimage.png?alt=media&#x26;token=c024f9fb-c952-4c0a-97eb-c99ad7633d2e" alt=""><figcaption></figcaption></figure>
3.  Select the appropriate category and its attributes.Click **"Save"** at the top.

    <figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FfUxxv1jBva5Qc5JHAXwn%2Fimage.png?alt=media&#x26;token=56ec259e-6fca-40ce-9003-5a7f92ccbe98" alt=""><figcaption></figcaption></figure>
4.  The error should now be resolved.

    <figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FTbyTr39IYPIbBB8PnIir%2Fimage.png?alt=media&#x26;token=a82022a6-4f58-4f7d-b576-1927e8d38f7b" alt=""><figcaption></figcaption></figure>

### Adding a Manufacturer (EU) in TikTok Shop Connector by SPL

#### Issue Overview

To comply with TikTok Shop regulations, products sold in the EU region require manufacturer details, including:

* Manufacturer’s name
* Email
* Registered Trade Name
* Country Code
* Phone Number
* Address

Failure to provide this information may result in product listing errors.

#### How to Fix the "Manufacturer (EU)" Error

1. Open **TikTok Shop Connector by SPL**.
2.  Enter the **Manufacturer Details**.

    <figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2Fa8uqEdfRZYWIkOj3gRvS%2Fimage.png?alt=media&#x26;token=4265bfb9-3b01-4cde-a950-dc6775c20fe4" alt=""><figcaption></figcaption></figure>
3.  Click **Submit** to save changes.

    <figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2Fbnu1InWRp5ncyr65IFOd%2Fimage.png?alt=media&#x26;token=c76e407a-bf72-4b1c-ac68-eb00e672e3ae" alt=""><figcaption></figcaption></figure>

### Adding a Responsible Person (EU) in TikTok Shop Connector by SPL

#### Issue Overview

For selling products in the EU region, TikTok Shop requires businesses to provide a **Responsible Person (RP)** accountable for compliance and product safety. Required details include:

* Name
* Email
* Trade Name
* Country
* Address

#### How to Fix the "Responsible Person (EU)" Error

<figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FYCEzsrDpIeUnEJIv5zuy%2Fimage.png?alt=media&#x26;token=31d49623-715e-4c5b-99ac-226a23dcd483" alt=""><figcaption></figcaption></figure>

Failure to provide this information may result in listing errors or product rejection. Follow these steps:

1.  Enter the **Responsible Person Details**.

    <figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FP921Fvw0y936PynBKT0h%2Fimage.png?alt=media&#x26;token=b486683b-56f9-4b2b-b409-e8fbd821b981" alt=""><figcaption></figcaption></figure>
2.  Click **Submit** to save changes.

    <figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FoHuury4raMNQi3P2xzaH%2Fimage.png?alt=media&#x26;token=61e97681-f9bd-47ca-89e4-bd5cb1d91dcd" alt=""><figcaption></figcaption></figure>



### "Certificate Missing" Error in TikTok Shop Connector by SPL

#### Issue Overview

When syncing products to TikTok Shop, some categories require safety certifications or packaging warnings to ensure compliance. If these required certifications are missing, the product listing will fail.

#### How to Fix the "Certificate Missing" Error

1. **Identify the Requirement**
   * If you see the error **"Certificate Missing"**, TikTok Shop requires a safety certification for that product category.
   * You may also be prompted with:
     *   **"Ci sono avvertenze o informazioni di sicurezza sulla confezione del prodotto?"** (Are there warnings or safety information on the product packaging?)

         <figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FdFpHnFF7XuSwI6oiDFJa%2Fimage.png?alt=media&#x26;token=2b3c011a-d212-4545-8727-564853ec9eca" alt=""><figcaption></figcaption></figure>
     * Select **Yes** if the product contains warnings or safety details.
     * Select **No** if no safety information is required.
2. **Provide Certification Information**
   *   If **Yes**, enter the required details and upload the necessary certification.

       <figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FOmYpnykl7GphYbrKlouU%2Fimage.png?alt=media&#x26;token=e1b33cac-8be2-48b7-b780-02ed7f752d99" alt=""><figcaption></figcaption></figure>
3. **Upload the Certification Document**
   * Click on **"Add File"**.
   * Select the appropriate certification file (PDF, JPG, or PNG).
   * Ensure the file is within the required size limit.
   * Click **"Save"** to confirm.
4. **Re-Sync the Product**
   * Click **"Create Products on TikTok"**.
   * Go to the **Products** section and click **"Sync"** again.

### "Title is Too Short" Error in TikTok Shop Connector by SPL

#### Issue Overview

The **"Title is Too Short"** error occurs when the product title does not meet TikTok Shop’s minimum character requirement (usually 25 characters). A proper product title improves visibility and compliance.

#### How to Fix the "Title is Too Short" Error

1.  Click on **"Fix Me"** to edit the product details.

    <figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FSrI5Y0XGqjHAHkw86XzY%2Fimage.png?alt=media&#x26;token=534d5739-13bb-4a39-b3c0-23d5dca9e2ad" alt=""><figcaption></figcaption></figure>
2. Ensure the product title has at least **25 characters**.
3. Click **"Save"** to update the product information.
4.  The error should now be resolved, allowing product synchronization.

    <figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2F8qXpAWLugMpREpua3sfK%2Fimage.png?alt=media&#x26;token=fb9509ce-f3c0-469a-adca-4e58be627a4e" alt=""><figcaption></figcaption></figure>

### "Size Chart Issue" in TikTok Shop Connector by SPL

#### Issue Overview

The **"Size Chart Issue"** occurs when a product category requires a size chart, but none has been provided. Categories such as **clothing, footwear, and accessories** require a size chart for accurate product details.

#### How to Fix the "Size Chart Issue"

1. **Identify the Issue**
   * In **TikTok Shop Connector by SPL**, go to the **Products** section.
   * Locate the product displaying the **"Size Chart Issue"** error.
2. **Edit Product Details**
   *   Click **"Fix Me"** to edit the product details.

       <figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FgLD3nxDoDK3ermZkMogv%2Fimage.png?alt=media&#x26;token=483138d6-b213-435a-bbfe-f18c8beb7613" alt=""><figcaption></figcaption></figure>
   * Scroll down to the **Size Chart** section.![](https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FS4WGqlX0vfc01QjFs6GD%2Fimage.png?alt=media\&token=e5937943-972a-41dd-a364-bb007e535c9c)
3.  **Upload or Add the Required Size Chart**

    * Upload an image or file containing the size chart details.and Click **"Save"** at the top.

    <figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FKjLuZpguyTOTwpbv3ZLi%2Fimage.png?alt=media&#x26;token=156e767f-3f4f-41ac-a0be-775a56e29c83" alt=""><figcaption></figcaption></figure>

The error should be resolved, and the product will be sync to **TikTok Shop**.

<figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FjdqW6uTE3CjYWcJZNhyY%2Fimage.png?alt=media&#x26;token=12784c30-daa9-4269-9c7f-8141b6e583eb" alt=""><figcaption></figcaption></figure>

### "The Width and Length of the Product Image Issue"

#### Issue Overview

TikTok Shop requires product images to meet specific width and length dimensions. If the uploaded image does not meet these specifications, an error will occur, preventing the product from syncing.

<figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2Fd4MUAleRcCrGIfdbhxW2%2Fimage.png?alt=media&#x26;token=97d279a6-e599-4311-9ebc-e24a37780ada" alt=""><figcaption></figcaption></figure>

#### How to Fix the "Product Image Width and Length" Issue

<figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2F3RpE44JzxxguelDvQ4on%2Fimage.png?alt=media&#x26;token=a0cbc7ed-d9e8-4783-91b2-f0a22a9f32f4" alt=""><figcaption></figcaption></figure>

1. **Check TikTok Shop’s Image Requirements:**
   * Ensure images are in JPG or PNG format.
   * The Minimum image size is 300×300 px
   * Click **Edit Product** and replace the image with the correctly sized version.
   * Click **Save** to update changes.
2. **Re-Sync the Product:**
   * After updating the image, go back to the **Products** section.
   * Click **Sync** to retry the listing process.

### Order Sync in TikTok Shop Connector by SPL

#### **Overview**

The **Order Sync** feature in the TikTok Shop Connector allows you to synchronize orders between **TikTok Shop** and **Shopify**, ensuring accurate and up-to-date order management.

To view order sync go to dashboard of TikTok shop connector by SPL click **settings** than **order settings**

<figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2F3xollNuZoBjFo9f9OfBR%2Fimage.png?alt=media&#x26;token=24c05bdc-c108-4960-bc5a-43d30c6d0202" alt=""><figcaption></figcaption></figure>

#### **Order Import Settings**

You can customize order import settings based on two key criteria:

#### **1. Import Orders by Order Type**

* **All Orders** – This option imports all orders from TikTok Shop, regardless of whether they contain products linked to Shopify.
* **Only Orders with Linked Products** (Recommended) – This option imports only the orders that contain products already linked to your Shopify store. Orders with unlinked products will not be synced.

#### **2. Import Orders When**

* **Paid Only** (Recommended) – Only orders that have been marked as **paid** in TikTok Shop will be imported into Shopify.
* **All Orders** – Imports all orders, including unpaid ones.

#### **How to Enable Order Sync**

<figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2F7ZhX8afLUKzL8N6URUip%2Fimage.png?alt=media&#x26;token=3a664d29-a977-4f31-b93b-2846d1de741a" alt=""><figcaption></figcaption></figure>

1. **Go to the TikTok Shop Connector** in your Shopify admin panel.
2. Navigate to the **Order Sync** section.
3.  Toggle the **Order Sync** switch to **"On"** .

    <figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FpyuZPxgOJWBtJCdRmYAl%2Fimage.png?alt=media&#x26;token=e2d00330-d9ee-46d2-885c-7fc55c35f22d" alt=""><figcaption></figcaption></figure>
4. Choose your **order import settings**:
   * Select **order type** (All Orders / Only Orders with Linked Products).
   * Select **import timing** (Paid Only / All Orders).
5.  Click **Save** to confirm your settings.

    <figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FfDMLowI3lTRDIZ2dEd8t%2Fimage.png?alt=media&#x26;token=5d7cea58-37dd-4106-92d1-b0d930db73bc" alt=""><figcaption></figcaption></figure>



### AI connect does not works

<figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FEcKkS0KuCjevTqK6z1el%2Fimage.png?alt=media&#x26;token=4b6157df-aabf-4967-bb12-db1af967f078" alt=""><figcaption></figcaption></figure>

#### **Possible Causes of the Issue**

1. The product does not exist in Shopify.
2. The product is not linked between TikTok Shop and Shopify.

#### How to Fix the "AI connect Issue"

**Create a New Product if Not Found**

1.  Click on Create a New Product: A new product will be created into Shopify store by using your TikTok Shop product information.

    <figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FqN53berIOfKDp6QnlK2M%2Fimage.png?alt=media&#x26;token=412856e3-bdb3-430b-8346-b2a7504f9192" alt=""><figcaption></figcaption></figure>

    The product will be added to the queue and will soon be live.

    <figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2F6M0lEAqmLbBEMuoikOKs%2Fimage.png?alt=media&#x26;token=c0024c1b-1c75-4685-9ff8-0f9f2758110a" alt=""><figcaption></figcaption></figure>



### Connect The Existing

If the product already exists in Shopify but is not linked to TikTok Shop, you need to connect it manually.

**Steps:**

Click on **Connect The Existing**

<figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2F8mGIK3frTKYbA1cjLocJ%2Fimage.png?alt=media&#x26;token=a70f3597-88ab-4fe2-a8da-d240dfaad9cd" alt=""><figcaption></figcaption></figure>

Choose one of the following methods to link your Shopify product:

**Connect via AI Search**

**Search and Connect Manually**

<figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2Fsb2kYi6xQBeAOPglZ8DF%2Fimage.png?alt=media&#x26;token=739845e9-ac2b-4d4b-97a7-e06fdc81ca4c" alt=""><figcaption></figcaption></figure>

**Connect via AI Search**

**Steps:**

Click on **AI Search**.

<figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2Fk23GrcyCsGzaWx6AwydT%2Fimage.png?alt=media&#x26;token=5df2bffd-1553-44d8-a1fb-984c7c9ebdff" alt=""><figcaption></figcaption></figure>

The system will automatically display matching products.

Fill in all SKUs.

<figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FxEgT2qUADCDzlOpEzOhR%2Fimage.png?alt=media&#x26;token=777d75cc-85eb-4bc7-96c6-96c2e55651dc" alt=""><figcaption></figcaption></figure>

Once all SKUs are selected, click **Connect Product**.

<figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FFJiDkBuq8hyactNjExkd%2Fimage.png?alt=media&#x26;token=c8539698-e97b-432c-a3cc-4b50879686e6" alt=""><figcaption></figcaption></figure>

The product will be successfully connected.

<figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FYw0xNrzpqVof3LWSSiu0%2Fimage.png?alt=media&#x26;token=40792fb4-9dea-4917-9d5a-eebb39fcedbe" alt=""><figcaption></figcaption></figure>

**Search and Connect Manually**

Click on **Search Shopify Products to Connect**.

<figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FkqEn4nBNt9llCZPJaK3T%2Fimage.png?alt=media&#x26;token=f2b207dd-3aa0-482e-ac02-20ed19627dfe" alt=""><figcaption></figcaption></figure>

You can search by typing the product name or selecting from the dropdown list.

<figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2Fxwj2kr24Fcdbuqn1rZvv%2Fimage.png?alt=media&#x26;token=cb81ae5a-ffeb-4ead-a54a-29be2f007f0a" alt=""><figcaption></figcaption></figure>

Fill in all SKUs.and Click **Connect Product**.

<figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2FwrvINiqTTJKaS4c6nlfB%2Fimage.png?alt=media&#x26;token=cb8c456d-6f5c-43d2-855c-b186b631c134" alt=""><figcaption></figcaption></figure>

The product will be successfully connected.

<figure><img src="https://2168797248-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMST65rWSiCB46iL3ekFt%2Fuploads%2F1Q5vvbNwAMtrbbnd3Ect%2Fimage.png?alt=media&#x26;token=dbd8a297-03fe-4223-9c14-7a317efaac96" alt=""><figcaption></figcaption></figure>
