Troubleshooting

Summary: Common reasons Jinnify fails, stalls, or surprises you — connection, sync, listings publish, Inbox, credits, and BYOA — and what to try before contacting support.

Start here

I cannot authorize Jinnify

Likely causes

• Wrong Amazon account signed in

• Seller Central user cannot authorize third-party apps

• Redirect or callback interrupted

• Browser extensions blocking the flow

What to try

1. Confirm the Amazon account in the browser.

2. Retry in a clean session (or another browser).

3. Use an owner/admin Seller Central user.

4. Start again from Jinnify: Connect store → Amazon → Continue to Amazon.

5. Allow redirects back to app.jinnify.ai.

My store shows Reconnect needed

Amazon access expired or was revoked.

What to try

1. On Your stores or the store menu, run Connect store → Amazon again.

2. Approve with the correct seller user.

3. Confirm status leaves Reconnect needed and sync progresses.

Do not expect a separate reconnect button on Manage for this case. Manage Reconnect store is for Onboarding Failed.

Onboarding failed

Manage shows Initial onboarding failed and Reconnect store.

What to try

1. Manage → Reconnect store.

2. Complete Amazon approval.

3. If it fails again, contact support with seller ID, marketplace, screenshots, and time.

Data is missing after connect

Likely causes

• Still Awaiting first sync / Syncing

• Wrong marketplace selected in the top bar

• Wrong seller connected

• Store is Paused

What to try

1. Check status on Your stores.

2. Wait and refresh Your listings.

3. Switch store/marketplace in the top bar.

4. Test a SKU you know exists in Seller Central.

5. Reconnect if the wrong account was authorized.

6. Contact support if the connection looks healthy but nothing appears after a long wait.

Listing workflow will not start or publish

Listing changes did not appear on Amazon

Likely causes

• Amazon still processing

• Recommendation still sitting in Inbox (never approved)

• Catalog conflict or normalization

• Required attributes missing

• Submission failed in Jinnify

What to try

1. Confirm whether you published from Create or only proposed to Inbox.

2. Open Automate → Inbox for the same store and approve if pending.

3. Wait for propagation; compare Seller Central field by field.

4. Retry a smaller change.

5. Fix invalid or missing required attributes before more copy work.

Partial updates

Amazon often accepts some fields and rejects or delays others.

What to try

• Note which fields moved

• Retry only the failed fields

• Simplify risky claims or formatting

• Check variation parent/child ownership

Amazon rejected the update

Capture the exact message if shown. Remove disallowed claims, fix invalid attributes, complete required fields, then retry. Category rules differ by marketplace.

SKU or ASIN not found

What to try

• Verify the identifier in Seller Central

• Confirm connected seller and marketplace

• Wait for sync

• Search by title on Your listings

• Reconnect the correct account if needed

Marketplace missing or unexpected

Compare Seller Central marketplaces to Your stores rows. Each country is its own store. Pause unused ones; reconnect if the wrong seller was linked.

Content looks different in Seller Central than in Jinnify

Jinnify may show prepared or submitted content while Amazon displays a normalized or partially accepted version. Use Amazon’s live page as the display source of truth after processing time.

Inbox issues

Credits and billing

Bring your own agent

Workflow feels stuck

Refresh, check network, try a smaller single-listing Optimize, confirm SSE/chat connection if you are in chat, and retry. Contact support if status never changes and no error appears.

Collect diagnostics before support

Include:

• Jinnify account email

• Marketplace and seller ID

• Affected ASIN / SKU

• Workflow name (Optimize, New listing, Bulk optimize, Inbox approve, BYOA, connect)

• Exact error text

• Screenshot or recording

• Timestamp and timezone

• What you expected vs what happened

• Steps already tried

When to contact support

• Same issue after the fixes above

• Auth loops or onboarding fails repeatedly

• Active connection with no data for a long time

• Billing state does not match Stripe checkout

• Suspected security issue (use security routing in Contact & Escalation)

Related articles

• Amazon Connection & Authorization

• Listings & Catalog Workflows

• Managing Stores & Workspaces

• Bring Your Own Agent

• Billing, Plans & Account

• Contact & Escalation