Troubleshooting

Find the symptom that matches your issue and start with the first check. Follow the links for more detailed explanations. If none of the symptoms apply, Contact support lists the information to include in a support request.

• Sign-in · Workspace and subscription · Connections
• Data freshness · Seller Central differences · Orders · Profit Tracking
• Advertising and ACoS · Keyword rankings · SQPR
• Events · Alerts · Webhooks · MCP server · Support

Sign-in problems

I am locked out after too many failed sign-in attempts

Too many failed sign-in attempts will lock your sellerfox account. The lock does not expire automatically, and resetting your password will not remove the lock. Ask support to unlock your sellerfox account. See Contact support.

Sign-in says the account isn't confirmed yet

You have not yet opened the confirmation link in your registration email. Check the inbox for the address you registered with, including its spam folder. If the link has expired, opening it automatically sends a new email to that address.

Workspace and subscription

My workspace disappeared from the list

When a trial or subscription ends, sellerfox restricts workspace access and notifies the Workspace Owner and Admins. A later email warns the Workspace Owner and Admins that the workspace is scheduled for deletion. The 72-hour period starts with that deletion warning. The Workspace Owner can stop deletion by starting a subscription within those 72 hours. Once deleted, the workspace cannot be restored in the dashboard. See Subscription, billing & credits → When access ends.

I can't delete my workspace

Deletion is blocked while the workspace has an active subscription. Cancel the subscription, wait for the paid period to end, then delete the workspace. See Workspaces, teams & roles → Delete the workspace.

Connections

The connection status shows “Connection expired”

The Seller Central authorization is no longer working, and no new SP-API data flows in until the Seller Central authorization is renewed. Open Settings → Connections and use “Renew connection” under “Amazon Seller Central Account” to run the authorization again. See Amazon connections → Renew the SP-API connection.

The connection status shows “Connection problems”

Check first: Wait for the next automatic check, which can take up to a day. The status clears when a check succeeds.

Then: If the problem remains, follow the action for the affected connection:

• For the Seller Central connection, “Renew connection” under Settings → Connections → Amazon Seller Central Account appears only after the status changes to “Connection expired”.
• For Amazon Ads, there is no renew action. Check the connection in the Ads console and then contact support.

Details: See Amazon connections.

The status shows “Seller Account deactivated” or “Seller Account "AT_RISK"”

sellerfox displays the Seller Central account status reported by Amazon. You cannot change this status in sellerfox. Resolve the Seller Central account issue directly in Seller Central. See Amazon connections.

The status shows “Issue in Marketplace”

sellerfox checks whether the Seller Central account is still active on every selected marketplace. If the Seller Central account no longer sells on a selected marketplace, sellerfox flags that marketplace. Check the affected marketplace in Seller Central. If you have stopped selling there for good, remove the marketplace under Settings → Workspace → Relevant marketplaces, which clears the status. Removing the marketplace deletes every keyword you track there. See Supported marketplaces → Relevant marketplaces.

A marketplace is missing after I connected

Check these conditions in order:

1. Region: a workspace covers one Amazon selling region. A marketplace in the other region needs a second workspace.
2. Participation: Amazon must report that the connected Seller Central account sells on the marketplace.
3. Support: the marketplace must appear in sellerfox's supported marketplace list.

See Supported marketplaces.

Data freshness

Yesterday's numbers aren't there yet

Sales, traffic, and advertising figures appear after their respective daily refreshes, once Amazon has made the reports available. sellerfox requests yesterday's figures for these sources again later in the day, so a value that looks low in the morning may increase by the evening. If a day is still missing well beyond that window, contact support and include the marketplace and date. See Data refresh schedule.

Numbers for a day I already looked at have changed

Amazon may revise sales, traffic, and advertising figures for several weeks, for example because of returns. sellerfox therefore retrieves past dates again on a set schedule. If you store sellerfox data in another system, replace the previously stored values for the same date with the latest figures. Do not create an additional record for a later correction. See Data refresh schedule → Reloading past data.

Loading historical data takes longer than three days

The initial load usually takes up to three days but can take longer when Amazon retrieval capacity is limited. All tools connected to the same Seller Central account share this capacity.

sellerfox continues the initial load automatically regardless. Temporarily reducing or pausing large data loads in the other tools gives sellerfox more retrieval capacity and can help the initial load finish sooner.

After the initial load finishes, you usually do not need to keep those restrictions in place. Regular data refreshes need considerably less retrieval capacity and are not normally delayed significantly by other tools. The banner shows the current progress as a percentage. If it remains unchanged for an extended period, contact support and include the affected workspace. See Data refresh schedule → Workspace setup & initial load.

A row in the “Marketplaces” tab stays empty

A row appears as soon as the marketplace is selected under Settings → Workspace → Relevant marketplaces, even if no data has arrived for it yet. Usually the initial load has not reached that marketplace, or it had no activity during the selected period. Check the progress of the initial load first, then widen the date range. See Data refresh schedule → Workspace setup & initial load.

I want to force a refresh now

You cannot start a scheduled refresh manually. sellerfox keeps the data current according to its regular schedule. SQPR reports are the exception and can be loaded on demand. See SQPR. If you believe the data is incorrect for a specific date and marketplace, contact support and include the date and marketplace in your request.

Seller Central differences

My sales or units do not match Seller Central

When the source, metric, scope, date range, currency, and data freshness match, figures in sellerfox usually do not differ from the relevant Amazon view. Compare sales and traffic data with Seller Central and advertising data with the Ads console.

Check these five inputs before treating the difference as a defect:

1. Compare the same metric. For Amazon revenue, use Sales (Total) rather than Profit Tracking's order-based Gross Revenue.
2. Use the same marketplaces and product scope.
3. Compare periods that ended at least four days ago. Use the same date boundaries and time zone interpretation, because Amazon completes report data with a delay.
4. Account for conversion into the workspace target currency.
5. Check whether sellerfox requests the affected date again according to the schedule.

See Seller Central comparison for the complete checklist covering source, scope, date, attribution, currency, corrections, and freshness. If several Amazon-based metrics stop updating at the same time, check Amazon connections and the Data refresh schedule first.

Orders

An order shows no fees

Shortly after an order arrives, sellerfox retrieves a fee estimate and marks the estimate “EST”. Amazon usually provides the actual fees two to four days after the order. Once available, they replace the estimate. The fee field remains empty when neither an estimate nor final fees are available. sellerfox requests fee estimates only for orders placed within roughly the last 20 days. If fees remain missing for several days, contact support and include the affected order. See Orders.

The heatmap on the “Statistics” tab shows a time zone error

The heatmap needs the local time zone for every selected marketplace. If sellerfox cannot determine the time zone of a selected marketplace, the heatmap is not displayed. The error does not identify the affected marketplace, so contact support and include all marketplaces you selected. See Orders.

Profit Tracking

Net profit looks too high

sellerfox does not substitute values for costs you have not entered. As a result, missing costs make profit appear too high instead of creating a visible data gap. First, make sure every sold SKU has COGS for each marketplace throughout the reporting period. A badge on the “COGS” tab shows how many SKUs still have no value. Then check business overhead under “Income & Expenses”, your FBM cost rules, and whether Settings → Workspace → Input VAT recoverable matches your tax status. See Profit Tracking → Check the profit calculation for completeness.

A recent period's Amazon fees are still estimates

Amazon usually provides the actual fees two to four days after the order. Until then, recent periods may still include estimates. The “EST” marker appears in the individual order summary when estimated fees are used. Advertising data follows a separate daily refresh schedule. Profit Tracking cannot speed up either update. Compare completed periods whenever possible. See Profit Tracking → Where the figures come from.

Profit for a past period has changed

Check whether existing cost date points were edited or removed. Changes to COGS and FBM prices can change profit for past orders. Amazon entries received later and final fees can also change an earlier period. See Profit Tracking → Open the cost list and date points and Price changes and earlier orders.

A refund landed in a period I did not expect

A refund is assigned to the period it was settled in, not to the period of the original order, so a refund settled today reduces profit for the current period even if the order was placed in an earlier month. See Seller Central comparison.

An expense vanished when I filtered by marketplace

For each manual entry under “Income & Expenses”, choose whether the amount applies to all marketplaces, selected marketplaces, or selected SKUs. Entries outside the active filter are not included. If an amount applies to multiple targets, sellerfox divides the amount evenly among the selected targets. See Profit Tracking → Record income and expenses.

Detail rows do not add up to the total

Check the grouping first: an order with several SKUs can be counted in multiple detail rows, but only once in the total row. Product lists can overlap, so sellerfox does not show a total for that grouping. Averages and percentages cannot be added together. Unassigned amounts are already included in the total row. See Profit Tracking → Read grouped values correctly.

Recurring expenses are missing for earlier months

A start date in the past does not automatically fill in past recurrences. Creating the template generates the start-date entry; check the intervening periods and add missing entries individually. Generated entries appear under “Manual”, and the template appears under “Scheduled”. See Profit Tracking → Manage recurring entries.

The profit overview still shows old values after a cost change

Depending on the cost type and amount of data, the update can take several minutes. For COGS, wait for saving or importing to finish successfully, then reload the profit overview. Check the SKU, marketplace, cost date point, and analysis period. An import with errors may not have updated every product. A saved income or expense entry may already appear in the entry list before it is reflected in the profit overview. See Profit Tracking → Changes to costs.

If the difference persists, contact support with the affected period, SKU, and the outcome of saving or importing.

The COGS import was only partly successful

Check the preview for products not found and invalid rows. Leave exported reference columns unchanged, use valid dates in YYYY-MM-DD format, and enter amounts as plain numbers. If an ASIN on a marketplace encounters a validation or currency error during processing, its other rows are not applied either. Other products can still import successfully.

Correct the affected rows and import them again. A blank COGS cell removes the SKU's entire cost history; remove a row from the file if you want to skip it. See Profit Tracking → Add, change, or remove existing values.

The checkboxes do not change the COGS export

The checkboxes select SKUs whose cost histories you want to reset together. The export follows the filters, not that selection. A SKU without COGS has a disabled checkbox. See Profit Tracking → Select checkboxes and reset costs.

A different shipping template applies than expected

Check activation, priority, marketplace, destination, and product selection. sellerfox uses the first matching active template, not the cheapest price. If the weight or size falls outside every tier, the next template is checked; if none matches, the default applies. The Shipping Cost Simulator shows the applied template and why others were skipped. See Profit Tracking → Shipping templates and priority and Simulate shipping costs.

The FBM cost update failed

An orange banner indicates that recalculation is running after an FBM cost rule change. A red banner means the update failed. The last known estimates may still contain old costs, so do not yet evaluate the period using the changed rules.

Reload the page to check the current status. If the red banner persists, contact support. Include the workspace, when and how you changed the rules, and a screenshot of the banner. See Profit Tracking → Changes to costs.

Advertising and ACoS

Two ACoS figures in sellerfox don't agree

The values come from different KPIs, and both may be correct. ACOS (Ads) covers all Amazon Ads channels and uses Amazon's attribution window for each channel. ACoS 1D (SP), ACoS 7D (SP), ACoS 14D (SP), and ACoS 30D (SP) cover Sponsored Products only and use the window named in the label. The KPI Explorer lists additional ACoS variants for other advertising channels. Check the full label before comparing values from different channels or attribution windows. See KPI Explorer.

All of my advertising KPIs are empty

Advertising data requires a separate authorization. The Seller Central connection provides sales and traffic data, while ad spend, clicks, and ACoS require an additional Amazon Ads connection. Without an Ads connection, sellerfox does not request advertising data. If the connection already exists, check its status for “No Ads profiles found”. KPIs also remain empty when an active Ads connection has no advertising profile for the marketplace. See Amazon connections → Connect an Amazon Ads account.

After an interruption to the Ads connection, the per-ASIN figures look wrong

After the connection returns, sellerfox requests the affected days again. Marketplace totals come directly from Amazon's report and remain complete.

If the ASIN figures still differ, Sponsored Brands is the likely cause. Only Sponsored Brands can have missing or differing ASIN assignments; Sponsored Products and Sponsored Display are not affected. sellerfox distributes Sponsored Brands spend using the available campaign structure. If that information is missing for a day, sellerfox uses the closest available version. Spend from a campaign changed during the interruption may therefore be allocated using its previous structure. Spend without matching campaign information remains in the marketplace total but is not assigned to an ASIN.

See Data refresh schedule → No older Sponsored Brands history.

sellerfox and the Ads console disagree during the day

sellerfox retrieves advertising data on a set schedule rather than continuously. During the day, sellerfox and the Ads console may therefore show data from different points in time. Compare completed days whenever possible, ideally dates that are at least four days old. See Data refresh schedule → Advertising.

Keyword rankings

A keyword rank doesn't match what I see on Amazon

Sign out of Amazon, repeat the search in a private browser window, and compare that result. Make sure the conditions are the same: sellerfox records a position only when the product appears in the search results retrieved for that keyword. Rankings are measured once a day, not in real time. Each measurement is therefore only a snapshot; the position may already have changed by the time you search manually. See Keywords.

Nothing appears in the keyword rankings

First, check when you added the keyword: sellerfox measures new keywords for the first time on the following day. If nothing appears after that, none of your products probably ranked on the first page of results during the selected period. sellerfox checks only this page and does not record a position for later pages. This is especially common for newly launched products. See Keywords → Where to find the ranking data.

A keyword's chart has gaps

If the product does not appear in the search results for that keyword on a given day, sellerfox records no position. The day is omitted from the chart rather than shown as 0. See Keywords.

I can't add any more keywords

Every tracked keyword-marketplace combination uses one credit. Other features use the same credit allowance. Remove keywords you no longer follow, or raise your credit tier. See Subscription, billing & credits → Credits.

Keywords disappeared after I changed the workspace's marketplaces

Removing a marketplace from the workspace deletes the keywords for that marketplace and stops tracking. The recorded keyword history is kept. Adding the same keyword on the same marketplace again continues the recorded history. See Keywords.

SQPR

The Search Term Analyzer (SQPR) is empty

Open the Search Term Analyzer and select “View loaded reports” directly above the filters. Check whether reports exist for the selected ASINs, marketplace, and weekly or monthly period. Weekly and monthly reports are separate: loaded weeks cannot fill a missing monthly report. If matching reports are missing, check the marketplace coverage and which ASINs the loading behavior covers. To request reports for older weeks or other ASINs, use “Load additional reports”. These requests count against your monthly allowance.

All reports for last week or last month failed

Amazon probably had not made the reports available when sellerfox first requested them. SQPR reports are available no earlier than four days after the week or month ends. sellerfox therefore requests failed reports again automatically and makes several loading attempts. If “View loaded reports” shows a scheduled attempt, wait for it.

If reports for older weeks or months also fail after every automatic attempt, an Amazon-side permission issue is a common cause: the Amazon Brand Analytics role must be active for the Seller Central connection to retrieve SQPR. Have this permission checked. If a report then remains “Failed”, the Workspace Owner or an Admin can request it again through “Load additional reports” with “Reload failed reports” enabled. This uses the monthly manual-report allowance. If that attempt also fails, contact support and include the workspace, marketplace, ASIN, and period. See SQPR reports → Check status and retry failures.

The reports for last week or last month have not arrived yet

Amazon makes SQPR reports available no earlier than four days after the week or month ends. sellerfox first requests the previous week's reports on Wednesday and the previous month's reports on the fourth day of the following month. Before that first request, the reports are expected to be missing. If an automatic retry is then scheduled, wait for it. See SQPR reports → When reports arrive and why they can be late.

SQPR orders do not match my orders in Seller Central

SQPR purchases are purchase actions that originate from the search results for a query. Seller Central order KPIs, by contrast, count every order, including purchases that did not come from the search results for that query. The two figures are therefore not interchangeable. First match the marketplace, reporting period, product scope, and KPI definition. Then compare the underlying values instead of expecting the totals to match. The Seller Central comparison guide walks you through the process.

SQPR data arrives later than in another tool I use

If both tools use the same connected Seller Central account, they share the same Amazon retrieval capacity and can slow each other down. sellerfox continues loading automatically. See SQPR reports → When reports arrive and why they can be late.

Events

Event markers are missing from a chart

First, check that at least one product is selected in the chart. Then check “Show events” and the selected “Event Categories” under “Advanced chart settings”. The event must also match one of the selected products and the displayed period. See Events.

Alerts

An alert didn't fire even though the condition was met

sellerfox evaluates KPI alerts once a day. The latest date included is the day before yesterday. If the threshold was first met yesterday, wait another day. See KPI alerts.

I don't receive any alert emails

Alert emails are configured separately for each member and are disabled by default for newly invited members. Under Settings → User Management, the “KPI alerts email” column shows who receives notifications. Open the member and enable “KPI-Alerts” under “E-Mail Notifications”. sellerfox delivers alerts by email only. See Workspaces, teams & roles → Invite members.

Creating an alert fails with a limit error

The workspace has reached its current allowance. The standard allowance includes 100 alerts. Delete an alert you no longer need before creating a new one. See KPI alerts.

Webhooks

A webhook stopped delivering

Check first: Open Automations → Webhooks and check the status next to the affected webhook's name in the list. If it is “Paused” or “Disabled”, open “View History” and inspect the latest entry in Webhook Delivery History.

Then: Resume a paused webhook. For a disabled webhook, fix the endpoint, delete the configuration, and create a replacement.

Details: See Webhooks → Monitor deliveries for status, history, and recovery.

My endpoint receives dates already stored

A repeated date is not necessarily a duplicate: consecutive daily windows intentionally overlap by 30 days. Replace saved rows for the same configured scope and date. See Webhook API → Safe upserts for the complete rule and recommended processing model.

MCP server

The client can't reach the server

Check first: Compare the endpoint URL character for character with the one on the MCP server page.

Then: Make sure the client can send outbound HTTPS requests to the endpoint.

Details: See MCP server → Connect an MCP client.

Authorization completes but no tools appear

Make sure the connection appears under “Account: Connected Apps”. Missing MCP access for a workspace does not cause an empty tool list. In that case, the workspace list is empty instead. See MCP server → Manage existing connections.

The client reports 429 Too Many Requests

The connection has exceeded either its request limit or the number of streams it can keep open at once. Wait for the period specified in the response's Retry-After header. Limits apply per person and connection, so activity from other team members does not change your request allowance. See MCP server → Limits.

MCP results are missing or look too low

Check SQPR results in the Search Term Analyzer: choose “View loaded reports” directly above the filters and look for matching weekly or monthly reports for the affected ASINs and marketplaces. If a report is missing, an Owner or Admin can request it through “Load additional reports”. MCP can access only SQPR reports that sellerfox has already loaded.

If sales, traffic, or advertising figures look too low, ask your connected MCP client to call get_workspace_info. The result lists known connection problems, initial load progress, and the earliest and latest report date for each data source and marketplace. Consider these details before interpreting the figures. This check does not cover SQPR, keyword-ranking, or profit data. Missing report data does not mean zero sales.

Details: See MCP server → Check data readiness before analysis and SQPR reports → Check status and retry failures.

Get help from support

Reach the support team through the dashboard chat or by email at support@sellerfox.com. You can also use this address for billing questions. Include the following details whenever possible:

• Workspace name, and the role you hold in it.
• Marketplace, plus the ASIN or report the problem shows on.
• The date you first saw the problem.
• A screenshot of the view, the status line, or the error.
• For webhooks, the delivery ID from “View History”, not the per-attempt X-Webhook-Delivery-ID header.
• For MCP, the client you connected and roughly when you tried.

Related

• Data refresh schedule — when each kind of data updates, and how long past values can change.
• Amazon connections — the authorization flow and every connection state.
• Quickstart — start again from a working setup if the workspace is new.
• Glossary — the Amazon and sellerfox terms used on this page.