Troubleshooting

Common errors

Things that break, in descending order of how often they break, and what to do when they do. If none of these match, reply to support@sellerwerk.de with a screenshot — we read every message.

OAuth connect failed

You land back from Amazon with a URL that says ?error=access_denied or similar, and no seller profiles appear.

Most common cause: you clicked Cancel or closed the consent screen early. Retry from Settings → Amazon Accounts → Connect.
Second most common: your Amazon account doesn't have the Advertising scope enabled at the seller-central level. You need a Professional account with Advertising access, not the Individual plan.
If neither: check the URL for an ?error_description=…query parameter and send that back to us — it tells Amazon's exact rejection reason.

Token revoked

A banner appears saying "Amazon access expired" and syncs stop. This happens when Amazon invalidates our refresh token — usually because a password was changed, MFA was re-enrolled, or Amazon detected suspicious activity.

Fix: click Reconnect in the banner and go through the OAuth flow again. No data is lost — we pick up syncing from where we left off.

Rate limit hit

Amazon returns HTTP 429 on a sync or automation action. You see a yellow status in the sync row saying "Delayed — Amazon rate limit".

Fix: nothing from you. We back off automatically and retry within minutes. If this persists beyond an hour, the rate limit is account-wide (someone else is hammering the same API key externally, or Amazon flagged your account) — ping us and we'll investigate.

Stripe payment declined

Your subscription renewal failed. You get a past_due email and a red banner in the app.

Update the card under Settings → Billing → Payment method.
We retry the charge automatically over the next 7 days. If all retries fail, the account goes read-only (campaigns keep running, but you can't edit rules).
After 30 days past due, the account is cancelled. Data is retained for 30 more days for recovery.

Sync stuck > 4 hours

The sync row shows "In progress" longer than a normal backfill (which is 2–10 minutes). This is rare — usually an Amazon- side timeout that didn't propagate back to us cleanly.

Fix: click Force resyncin the account row. It cancels the stuck job and starts fresh. If it sticks again, there's a real outage — check status.sellerwerk.de before opening a ticket.