WooCommerce and Magento connection errors

These messages appear in the Forensik settings page of your store (WooCommerce, Forensik in WordPress, or Stores, Configuration, Sales, Forensik in Magento), usually after Test connection. In WooCommerce they show as "Not connected:" followed by the message. Order messages appear in the Forensik box on each order. For setup steps, see Connect WooCommerce or Connect Magento.

Key missing or revoked

Invalid or revoked Forensik key

Cause. The key saved in the plugin is not a working Forensik key. Either it was mistyped or cut short when pasted, or it was revoked, which happens when the store is disconnected in Forensik or the key is revoked under Settings. You may also see "A Forensik key is required" or "Add your Forensik key in WooCommerce > Forensik first" when no key is saved. In WooCommerce, a key that does not start with fck_ is refused when you save it.

Fix. In Forensik, open Integrations, select Create key (or Create a key for another store) and copy the new key straight away; it is shown once. Paste it into the plugin or extension settings, save, then press Test connection.

When to contact support. If a brand new key, pasted in full, is still refused.

Key not connected to a store

This key is not connected to a store yet. Use "Test connection" in the plugin settings.

Cause. The key is valid, but it has not been tied to this store yet. A key is bound to a store the first time Test connection succeeds, and rates and orders are refused until then.

Fix. Press Test connection on the plugin or extension settings page. Once it succeeds, the store appears on the Integrations page in Forensik as Connected.

When to contact support. If Test connection succeeds but this message keeps coming back.

Key or store used elsewhere

This key is already connected to (the other store's address). Create a new key in Forensik for this store.

Cause. Each key works for one store only. You have pasted a key that is already tied to a different store address, for example a staging site and the live site sharing a key. You may instead see "This store is connected to another Forensik organisation", which means the store address is already connected to a different Forensik organisation.

Fix. For a key in use elsewhere, create a new key for this store in Forensik and paste that in. For a store connected to another organisation, disconnect it in that organisation first (Integrations, Disconnect next to the store), then test the connection again from this one.

When to contact support. If you cannot reach the other organisation to disconnect the store.

Order refused

Forensik could not take this order.

Cause. Forensik refuses an order for good when it cannot be used: the order is not in AUD ("Forensik takes AUD orders only"), it "has no Australian delivery address", or its "delivery suburb, state or postcode is missing". Forensik uses the delivery address only, never billing. The order box shows the reason and the plugin does not retry it.

Fix. Correct the order's shipping address in your store if it was entered wrongly. For an order that was right as it was, such as an overseas order, there is nothing to fix: Forensik only takes Australian AUD orders. If you need a corrected order in Forensik, add it on the Orders page with New order or import it from a file. See Import orders.

When to contact support. If orders with a full Australian delivery address in AUD are refused.

Could not connect

Not connected: followed by a network error, or "Forensik answered with status" and a number.

Cause. The store could not reach Forensik, or Forensik answered with an error. Common reasons are a firewall or security plugin blocking outgoing requests, the Forensik address setting being changed (it must use https), or a short outage. If you see "Could not connect to WooCommerce", that comes from the older connection method with WooCommerce REST API keys, which the plugin replaces.

Fix. Leave the Forensik address setting at its default unless support gave you another. Ask your host to allow outgoing https requests from the store to Forensik. Wait a few minutes and press Test connection again. Orders that did not get through are retried automatically within the hour.

When to contact support. If it still fails after an hour. Contact support with your store address and the exact message.