> ## Documentation Index
> Fetch the complete documentation index at: https://docs.saletides.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Imports

> What to do when your SaleTides import is stuck, slow, or showing errors.

## Import appears stuck

If your import progress hasn't moved in 15+ minutes:

### Step 1 — Check WooCommerce API accessibility

SaleTides imports data via the WooCommerce REST API. If your store is temporarily unavailable or the API is rate-limiting requests, the import will pause.

Verify your store is accessible by visiting your store URL in a browser.

### Step 2 — Check WooCommerce API credentials

If the WooCommerce API keys used by SaleTides have been revoked or changed, imports will fail silently.

Go to **Settings → Store Settings** in SaleTides and check if the connection shows **Active**. If it shows an error, click **Reconnect Store** to re-authorize.

### Step 3 — Report the issue

Use the **Report Issue** button on the import progress screen. This sends an alert to the SaleTides support team who can investigate the stuck job and restart it from the server side.

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## Import completed but data looks incomplete

### Orders are missing

* Check the **date range** on your orders page — it may be filtered to a recent window
* Verify the order status filter — some views exclude pending/failed orders by default
* Check if the missing orders fall within the import date range you specified (if you ran a partial import)

### Customers are missing

Customers are linked to orders during import. If an order was imported but its customer is not showing up:

* The customer may not have a WordPress account (guest checkout). Guest orders are imported but show limited customer profile data.
* Run a customer-specific manual import from **Settings → Data Management**

### Products are missing

Products must have at least one sale to appear in most product reports. A product with no orders will not appear in analytics but will appear if you're viewing the full product list.

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## Import is very slow

Large stores (50,000+ orders) can take 1–3 hours for a full import. This is normal. The import runs in the background and you can use the dashboard while it's in progress.

If the import has been running for more than 6 hours without completing, contact support.

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## Getting help

If you can't resolve an import issue using the steps above:

1. Click **Report Issue** on the import progress screen
2. Email [support@saletides.com](mailto:support@saletides.com) with your store URL and a description of the issue

Include the approximate time the issue started and which entity type (orders, customers, etc.) appears affected.