Royal Mail Click & Drop error linking to account

[JHarrisQV]

Hi all!

I installed the Click & Drop Royal Mail app a while ago and it was fine in the testing phase. I am just about to launch my online store tomorrow and suddenly my Royal Mail Click & Drop account is not linked to my Shopify. I have tried and tried, uninstalled, used new browsers, cleared the cache, going in through the Click and Drop website. But I am getting an error every time.

A short term solution is to export any orders I get into a spreadsheet each evening but I would rather it automatically import my orders itself when they received like the app is supposed to do.

I have attached a few screenshots and I get a different reference each time (not sure if they're unique every time or not).

Not sure if anyone has any solutions or may know if the problem is in relation to the app and a bad update or if it is me. 

Any suggestions would be great.

Thanks in advance.

Regards,

Jonathan

[Kimi · Accepted solution]

Hi, @JHarrisQV.

Thanks for reaching out in our Community Forums about this. That doesn't sound ideal at all, especially when you're looking to launch your store within the next day. 

Have you reached out to the Click & Drop support team yet? Seeing as they're a third-party app, their support team is best equipped to assist you with this issue. They should be able to locate your account from their end and investigate this matter in more detail — something that our Shopify Support team won't be able to do from our end due to the app in being third-party in nature.

So from here, and if you haven't already done so, your next step is to contact the app's support team directly. I believe this is the app that you're referring to, correct? If so, you can scroll down on the app listing page that I've linked, and you should be able to see the app's contact information there for you to connect with them.

In the meantime however, I'll leave some resources below for you to have a look through to help prepare your store for launch:

• Launch checklist
• Preparing your store for launch

[JHarrisQV]

Morning @Kimi 

Thanks for getting back to me.

Unfortunately, I thought that may be the case. I have already submitted a ticket to Royal Mail support, but as it was the weekend they didn't get back to me.

In the meantime, I thought that I would ask on here to see if anyone else had any similar issues. 

Thank you regardless for your response. I appreciate your time.

Regards,

Jonathan

[Kimi]

Thanks for the confirmation, @JHarrisQV.

Glad to hear that you've submitted a ticket to the app support team. For context, we typically expect app developers to respond within 2 business days. If you've not heard back from them within that time, you can contact our live support team and we can look into sending a follow-up to the app team on your behalf, where necessary.

To contact our live support team, use this link to navigate to our Help Center, and ask the virtual chat assistant to contact support. Follow the prompts from there and you'll then be connected to one of our live support team members.