> For the complete documentation index, see [llms.txt](https://crushsuite.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://crushsuite.gitbook.io/docs/compliance/troubleshooting/vinoshipper-connection-issues.md).

# Vinoshipper Connection Issues

### Symptoms

* "Disconnected" status in CrushSuite Settings
* "Invalid credentials" error when testing the connection
* Products or orders not syncing
* "Connection timeout" error

### Common Causes and Solutions

#### Invalid API credentials

Your API Key or Secret Key may be incorrect, expired, or revoked.

1. Log into Vinoshipper → **Account** → **Integrations** → **API Keys**.
2. Verify your current keys are active.
3. If expired or revoked, create a new key pair.
4. Copy the new keys into CrushSuite Settings and click **Test Connection**.

#### Vinoshipper account is inactive

Your Vinoshipper merchant account may be suspended or inactive.

1. Log into Vinoshipper and check your account status.
2. Contact Vinoshipper support if your account is inactive.

#### Temporary API outage

Vinoshipper's API may be experiencing downtime.

1. Wait 15–30 minutes and try again.
2. Check Vinoshipper's status page for known outages.

#### Firewall or network issues

Rarely, network issues can block the connection.

1. Try disconnecting and reconnecting.
2. If the issue persists, contact CrushSuite support at [crushsuite.com/contact](https://crushsuite.com/contact).

### When to Contact Support

If none of the above resolves your issue, contact CrushSuite support with:

* Your Shopify store URL
* The error message you're seeing
* When the issue started