Can't sync products with TikTok from Shopify - error "product package size is invalid"

[frogmustard]

I can't sync my products from Shopify to TikTok shop. They are first synced from Etsy, then Shopify, then TT Shop. Only 40-50 products (of our 250 product inventory) have this issue. I get various errors. The main error is 

"product package size is invalid"

Another error I get is:

{"code":52011002,"msg":"call tts api too many requests"}

& another error I get is:

• call downstream server error; detail:RPCError{PSM:[oec.open.solution_tts_proxy] Method:[UploadProd...

• call downstream server error; detail:RPCError{PSM:[oec.open.solution_tts_proxy] Method:[UploadProd...

• call downstream server error; detail:RPCError{PSM:[oec.open.solution_tts_proxy] Method:[UploadProd...

I have tried contacting TikTok Shop but their support is a non-existent joke. I have tried reaching out to them 3 times about this and each time they do not say anything helpful and they close my ticket with no help. The live support is no help.

I have tried contacting Shopify support, but they tell me to contact TikTok support. 

I've been dealing with this issue for about 3-4 months.

I have tried editing the product size in the TT Shopify app, in my Shopify store, in Etsy. I have tried editing other fields. I've unclicked syncing TikTok and resynced. I don't know what else to do. Can anyone help?

[SealSubs-Roan]

Hi @frogmustard !

In this case, try to reach back to Shopify Support team and let them know that Tiktok is not responding. See if they can reach out to Tiktok on your behalf.

[Miley12]

Hi, what third-party app are you using? If you want to push Shopify products to TikTok Shop seamlessly, then I will have suggestions for you

[frogmustard]

Just the TikTok app on Shopify.

[Miley12]

As far as I know, TikTok app has not been updated for a time, so other integrations may be better choice my dear 

[dsl3Jd]

Do your product package dimensions perhaps have a decimal point? I think TikTok Shop only accepts non-negative integer values for the dimensions.

It appears that Shopify's TikTok app lets you input product package dimensions within Shop management > Product > category Template > Edit > Product Shipping.

Did you perhaps set the dimensions here for all product categories templates that you are expecting to use for your products?

[Miley12]

Hi, it's true that TikTok Shop only accepts non-negative integer values for the dimensions. 

You can use this app to push your products to TikTok Shop as this app will allow you to edit product info and validate the errors which don't align with TikTok guidelines for you before you sync products to TikTok Shop: https://apps.shopify.com/tiktok-multi-pixels

With this app you can set the dimensions for all the products in the same category that you are expecting to sync to TikTok Shop. And 1 super thing is the customer support is always there to support you all the way long hahaa

[frogmustard]

Nope, all dimensions are whole numbers.

[Miley12]

Yeah my mistake my mate, I confirm that it's whole number, dimensions can not be 0 hahaaa

[dsl3Jd]

I'm just grabbing at straws here but 

• Do all of your products have a weight value that is greater than 0?
• If so,
  
  • Is your package weight less than 15.00kg?
  • Is your product's "(width+height)x2 + length" value less than 245 cm?