FAQ and troubleshooting
By Atbalsts
By Atbalsts
Common questions and what to do when something doesn't work
Frequently asked questions
Will my edits change the data for other stores? No. Your edits are your changes and apply to your store only. See Your changes and the shared catalogue. A supplier updated its data — will my texts disappear? No. Your changes stay. Fields you haven't changed get the latest data. Can machine translation overwrite my text? No. Machine translation never overwrites text written by a person or a supplier. Why are SKU, EAN and other basic data greyed out (with a lock)? Basic data and images are maintained by the shared catalogue's maintainer (EcomCart) because they're shared by everyone — they're read-only for you. If something is wrong, contact support. You can change the image selection and order on the Your changes page. How do I add a new supplier? Contact support — suppliers are connected by EcomCart. See Suppliers and imports. How do I add a colleague? Settings → Users → Add user (needs the Owner role). See Users and roles. Why isn't a product "ready"? It's missing a name, description or image in some language. See Store readiness. Why can't I publish a product? The product's workflow state must be Approved, the store must be active, and you need the Administrator or Owner role. See Publishing a single product. How much does translation cost? It depends on the engine and the volume. A translation list shows the approximate price before you run it; actual costs are under Translations → Costs. Translations from translation memory and the vocabulary are free. Can I export products to an Excel file? PIM data goes to other systems through the API and store connections. If you need to get data out, contact support — we'll help with the API. How do I change the PIM language? In the top bar click the language code and choose a language. See Interface language.
Troubleshooting
I can't sign in - Check that you're using the right email or username. - Click Forgot your password? and set a new password. - If the email doesn't arrive — check your spam folder. - If you see that the company is suspended, contact support. A button or section is missing Usually the reason is your role. For example, a Viewer can't edit, an Editor can't publish, and only the Owner sees the Users and API keys tabs. Ask your company's owner to change your role. See Users and roles. I can't edit SKU, EAN or status Basic data (SKU, EAN/GTIN, MPN, status, type, manufacturer, product type) belongs to the shared catalogue and is read-only for you. If something is wrong, contact support. See Editing a product. Translation doesn't work - No translation engine connected — your company has no engine connected yet. Contact support. - Monthly limit reached — the limit is used up until next month. See Translation costs. - A translation job in the Error state — try again; if it repeats, send us the job time and language. Publishing ends with an error Open Stores → Queue, read the error text and look at Sent content. Common causes: the store's API key was changed, the store can't be reached, or the store is disabled. Fix it and click Retry. See The publishing queue. An import hasn't updated the data Look at Recent runs on the supplier card. If there's no run today or there are errors, contact support. See Suppliers and imports. The page looks odd or doesn't work - Reload the page (⌘R / Ctrl+R or F5). - Try another browser or a private window. - If that doesn't help — take a screenshot and send it to us in the chat along with the page address.
Contacting support
Chat in PIM There's a chat button in the bottom right corner of PIM. Click it and write your question — it goes straight to the EcomCart support team. We can see which user and company is writing, so you don't need to explain who you are. If we're not online, we'll reply as soon as we are — you'll see the answer in the chat. To help us help you faster, include - the page address or section where the problem happened; - the SKU or product name; - what you did and what you expected; - the error text or a screenshot. What not to send in the chat Don't send passwords or API keys in plain text. If we need access credentials (for connecting a supplier, say), we'll offer a secure way.