BigCommerce - Troubleshooting

Connection fails with 401

Check that the Access Token was copied completely and belongs to the store identified by your Store Hash. Enter only the hash after /stores/ in the API Path, without slashes or the rest of the URL. A deleted API account's token cannot be used; create a new account and reconnect.

Connection or extraction fails with 403

Check that the Store-level API account has Read-only access to Information & Settings, Orders, Products and Customers. Information & Settings is needed even if you only want one report. Scopes cannot be edited after account creation: create a replacement API account with all four scopes and reconnect with its Access Token.

An extraction returns no rows

Confirm that the connection shows the intended store and that the selected report has records in BigCommerce. For Orders, check the extraction date range against the orders’ last modified dates, rather than their creation dates. For Products and Customers, historical loads fetch all current records regardless of the modification-date range; routine loads fetch only records modified within that period. A routine load can be empty when nothing changed. Order line items, product stock, counters, variants and media expansions, and customer addresses or other expansions are outside this connector's scope.

Personal fields are missing

Personal-data fields in Orders and Customers are optional and not selected by default. Check the extraction's selected fields and add the contact information, billing details, IP addresses or notes you need.

If the issue continues, contact Improvado support with the report name, date range and error message. Do not send your Access Token or downloaded credentials file.

Return to the BigCommerce setup guide.