Sync stuck — recovery steps

A normal Amazon sync runs two to ten minutes. If yours hasn't finished after an hour, something is stuck — usually an Amazon-side timeout that didn't cleanly propagate back to us. This article covers the recovery path.

Step 1 — Confirm it's actually stuck

Open Settings → Amazon Accounts. Each connected account shows a status: Syncing, Synced, Failed, or Idle. If the status is Syncing and last_sync_started_atis more than an hour ago, it's genuinely stuck. Less than an hour — let it finish.

Step 2 — Check for an Amazon-side outage first

Open status.sellerwerk.de. If there's an active yellow or red entry on Amazon Ads API, the outage is upstream — we're already retrying automatically. No action needed from you; sync resumes once Amazon recovers (typically 30–60 minutes).

Step 3 — Force resync

If status.sellerwerk.de is green and your sync is still stuck, click Force resync in the account row. This cancels the stuck job and starts a fresh one — usually done within 10 minutes.

Force resync is safe to run multiple times; each call replaces the previous job rather than queueing more. You won't end up with five overlapping syncs.

Step 4 — If it sticks again

If a second force-resync also hangs, the issue is on our side. Email support@sellerwerk.de with your account ID (top-right of the Settings page) — we check the worker logs directly and usually have it moving within an hour during business hours.

What not to do

Don't disconnect and reconnect the Amazon account. That does more harm than good: it throws away the 90-day backfill cache, and the next connection starts a fresh full backfill which takes another 2–10 minutes minimum and may hit the same bottleneck.

Don't disable automation rules while the sync is stuck.Rules don't evaluate on stale data — they wait for the next successful sync. A paused rule is one more thing to remember to unpause later.

Related

Full error taxonomy in Common errors. Sync mechanics in Connecting Amazon.