Not working and no support

  • simplyniknaks

    (@simplyniknaks)


    1 week, 1 day ago

    I have had so many issues with this plugin and the support is useless.

    First – I installed and it appeared ok. Only trouble was it only created 26 out of 2000 of my products in TikTok shop with no reason or explanation why the other products were not created. However, I had a couple of orders and all seemed well with orders appearing in my woocommerce dashboard and tracking info when shipped sent back to TikTok as expected. However, then the real problems started.

    I had several orders which were did not appear in my woocommerce dashboard and as I did not realise I had them they got auto-cancelled by TikTok after a week. It was not until a customer messaged me to ask when their order would be shipped I realised I had this problem. I therefore raised a ticket with TikTok and just kept getting replies which did not address the issue.

    Eventually on the TikTok settings page I noticed a message saying that TikTok plugin was having trouble connecting to my website server and asking me to whitelist some IP addresses – which I did but the issue persisted – orders were not being created in my website and stock was not synching.

    Again support were of no use, so I decided to start over. I deactivated and deleted the plugin, and removed the TikTok authorisation from my REST API settings. Then I re-installed the plugin. However, now on clicking ‘Connect’ it opens a TikTok page and does nothing. I can no longer get it to create or synchronise to my TikTok shop at all. I then deleted the products in my TikTok shop from the first installation (thinking that perhaps they were interfering with the synch) and repeated the whole delete plugin and reinstallation again – but to no effect.

    Support eventually asked me to create a HAR file when doing the onboarding and send it to them. As files of this type cannot be uploaded via that channel they said I should upload via the woocommerce plugin channel instead. I have just tried but it is asking for an Account ID and I have tried every possible number I can find that may be the account id but they all get rejected so that method is closed to me too.

    So I have now run out of ideas. If anyone can tell me how do I find my Account ID so I can ask plugin support on this page and send them the HAR file it would be appreciated. But for now I am going to delete it again.

Viewing 4 replies - 1 through 4 (of 4 total)
  • dibbak

    (@dibbak)

    How did you get Tiktok Support to even request for HAR trace? They kept sending me shopify links when I explicitly indicated issue is with WordPress.

    dibbak

    (@dibbak)

    By the way, I was just able to submit a ticket. For the account ID, I used the User ID value for Tiktok Ad Account in the Settings section of the Tiktok Plugin on the WordPress site. Hope this gets you going with at least getting a support ticket in. Let me know if that works.

    Thread Starter simplyniknaks

    (@simplyniknaks)

    At moment because I deleted the plugin, I cannot get it to reconnect again to even see any User ID. I just get taken to a TikTok webpage with 2 spinning circles and nothing happens.

    As for Support requesting HAR file – well it did take a long time. Like you they kept sending me Shopify links or telling me to resubmit ticket under correct category – but the category they wanted me to submit under just did not exist. I submitted screenshots proving this several times before they stopped asking me that. Eventually they put it into hands of technicians who first requested I do a screen recording showing what I was doing, then about a week after submitting this they asked for the HAR file.

    Support pages limit any response to 500 characters as well which is often useless when trying to explain the problem

    Definitely frustrating. I have narrowed down my issue to be related to the variations. I have color and size attributes. The price is dependent only on the size. I confirmed that all the variation combinations have a SKU. Not sure what else I am missing.

Viewing 4 replies - 1 through 4 (of 4 total)
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