When Baselinker stops downloading orders, nine times out of ten the connection to the store or the marketplace is at fault, not Baselinker itself. The most common causes are: an expired authorisation or changed API key, downloading switched off or misconfigured in the integration settings, bad status mapping (the orders are there, but they land in a status you never look at), changes on the store side (a new address, an SSL certificate, a security plugin), account or API limits, and a plain technical outage on the marketplace side. Before you change anything, open the integration logs - Baselinker records every download attempt there, and those entries tell you whether a connection happened at all.
Below is the order to check things in, from most to least common, so you do not lose an hour clicking through settings that are perfectly fine.
Start with the logs, not the settings
The logs are a record of every attempt Baselinker made to connect to your store or sales account - with a date, a result and the error text. You will find them in the dashboard next to the specific integration (the section listing stores and marketplaces, with an event history or log option) and in an individual order’s own history once it has been downloaded.
Three scenarios that immediately narrow the search:
| What you see in the logs | What it means | Where to look next |
|---|---|---|
| No entries, the integration is silent | Downloading is off or the integration is suspended | Integration settings, account status |
| Entries with an authorisation or access-denied error | The key, token or password stopped working | The API keys section on the store side |
| Successful entries, but zero new orders | Downloading works, a status filter is cutting orders off | Status mapping and date range |
The last case is the most misleading: everything is green and there are no orders. That is almost always configuration, not a failure.
Cause 1 - expired authorisation or a changed API key
Authorisation is the consent your store or marketplace account gave Baselinker to pull data. That consent can expire on its own (some connections need periodic renewal) or be invalidated when somebody changed a password, disabled an employee account or deleted the keys.
What to do, in order:
- Open the integration settings and check for a message about an expired connection - often one click on “Reconnect” is enough
- On a WooCommerce store, check that the API key (a consumer key and secret pair) still exists and has read and write permission
- If the key is gone or you are unsure - generate a new one and paste it into Baselinker; delete the old one immediately
- Save and run a manual download so you see the result in the logs straight away, not in fifteen minutes
Watch for this trap: API keys are tied to a specific user account in the store. If you deleted an employee’s account, an integration wired to their credentials dies with it.
Cause 2 - a change on the store side nobody thought about
Baselinker connects to your store over a web address. Anything that changes that address or the way it is reached can break the connection overnight:
- An expired SSL certificate - the encrypted connection stops being treated as trusted; I covered the symptoms in the piece on an expired SSL certificate
- An address change from old to new, or a move to a different domain without updating the address in the integration
- A security plugin or firewall blocking requests from Baselinker’s servers - typical after a hosting change or after enabling new protection
- A hosting migration, after which the old address still answers for a while and the new one needs reconnecting
- An update to the connector plugin linking the store to Baselinker, after which the settings changed
A two-minute test: open the store address in a browser and check that the padlock is closed and that the address matches character for character what is in Baselinker (with or without “www” - it matters).
Cause 3 - bad status mapping
Status mapping is the rule saying which orders from the store should reach Baselinker and what status they should land in. If the integration only pulls paid orders and yours come in as “pending payment”, Baselinker is working correctly and simply not taking them.
What to check in the integration settings:
- Which source statuses are downloaded - the most common mistake is narrowing it to a single status
- What status they land in inside Baselinker - they may be there, just on a list you do not have pinned in front of you
- From what date orders are downloaded - the range can reset after reconnecting the integration
- Whether an automatic action is running that moves the order onward immediately, for example to completed
Before you conclude the orders are missing, search for a specific order number in Baselinker’s search with no filters. Surprisingly often it shows up.
Cause 4 - limits, suspension and account restrictions
Baselinker bills on a subscription model and has limits - both on the number of orders in a plan and on the number of API requests per unit of time. When a limit is exceeded or a payment fails, downloading can be suspended and the account restricted.
Check in this order:
- Messages at the top of the dashboard and in your inbox - blocks are usually announced
- Payment status and plan usage for the current month
- Whether the integration is manually switched off (the toggle next to the store in the list)
- Whether you have overly aggressive automations or custom scripts hammering the API - they can exhaust the request limit, and then “nothing works” only during peak hours
Prices and limits change over time, so verify the current thresholds in your own dashboard. A custom script is worth reviewing for how often it polls - I set that out in the piece on automation via the Baselinker API.
Cause 5 - a problem on the marketplace side
With Allegro (Poland’s dominant marketplace) and other platforms there is an extra layer you do not control: app authorisation, technical outages and changes to the seller interface. The symptom is characteristic - one source goes quiet while the rest download normally. There is more on running several sales channels side by side in the piece on connecting a marketplace to your store.
What to do:
- Check whether the logs show authorisation errors specifically for that sales account
- Open that account in a browser and see whether the orders are there (if they are missing at the source, Baselinker is not to blame)
- Renew the connection to the sales account in the integration settings
- With several accounts on one platform, check each one separately - usually only one expires
After every fix, do not wait for the automatic cycle - run the download manually from the integration. You see the result immediately and you get a fresh log entry about exactly that change. Change one thing at a time, because three fixes at once and a successful download tell you nothing about what was broken.
When to delete the integration and reconnect from scratch
Deleting the integration is the last step, not the first. It makes sense when you have been through the points above and the logs still show an authorisation error, or when the store changed address or platform. Before you do it:
- Write down the current settings: status mapping, warehouses, how prices and taxes are pulled
- Check that deleting will not break the link to already-downloaded orders and issued documents
- Reconnect outside peak hours, to avoid overlapping downloads
- Set the date range so you do not pull old orders again and create duplicates
- After reconnecting, check the first five orders by hand: amounts, delivery, invoice details
Duplicates are the worst outcome of a rushed reconnection - they only surface at invoicing and shipping.
How not to come back to this every month
Most of these failures share one trait: nobody notices for several hours, because orders simply “stop coming in”, and that looks like a slower day. Three things that end it:
- A simple alert - a notification when no order has arrived from a given channel for X hours
- A renewal calendar - recorded expiry dates for the certificate, keys and marketplace authorisations
- One person owning access - API keys on a technical account, not on an employee’s personal account
When that did not help - I will look at it with you
If you have been through the whole list and orders still are not arriving, the problem usually sits deeper: in how the store hands over data, in the server configuration, or in custom code wired into orders. I start with a free diagnosis - I look at the logs, check the connection and say plainly what is broken and how long the fix will take. Small things I fix on the spot, and for bigger work (rebuilding the integration, custom automation, wiring in invoicing or stock) you get a written quote before the start - projects of this type usually fit the 5,000-10,000 PLN net range. If you want somebody watching this day to day, there is ongoing technical support in three plans: from 1,000, 2,000 or 3,500 PLN net per month. The store itself and its integrations I develop under e-commerce work.
Frequently asked questions
Why is Baselinker not downloading orders from my store? Most often because the authorisation expired or the API key stopped working, or because only orders in a selected status are pulled and yours have a different one. The integration logs settle it: no entries means downloading is off, successful entries with no new orders means a status mapping problem.
Where are the logs in Baselinker? Every integration in the dashboard has a connection history view, and an individual order has its own event history. That is the first place to look, because it shows the date and the error text instead of guessing from symptoms.
How do I delete an integration in Baselinker and reconnect it? You remove the integration from the store list in settings, but first write down the status mapping and warehouse settings, because they disappear with it. After reconnecting, set the date range so you do not pull old orders a second time - otherwise you create duplicates in documents and shipping.
Does an account suspension block order downloads? Yes, account restrictions and exceeded plan limits can halt downloading, and a message appears in the dashboard. Orders in the store and on the marketplace are safe - once unblocked you can pull them by setting the right date range.
Would rather not watch over it every month yourself? I take sites and stores under ongoing care - backups, updates, monitoring, and priority when something breaks. Tell me what you run and I will send back scope and price.