Bring back a suspended account

You find out why the marketplace stopped accepting an account, fix the cause, and bring the account back so the stock that waited is sent.

Before you begin

Who can do this: an Operator.

Time needed: 5 minutes once you have the right credentials; getting them from the marketplace team can take longer.

Before you start: read the reason the account was suspended (below). If it is about the password, get the current API user and password from whoever manages the seller account.

Why accounts get suspended

Stock Sync suspends an account by itself when the marketplace refuses it in a way that retrying cannot fix. Carrying on would only fail every call. From that moment nothing is sent, imported or recalculated for the account, but the PIM changes keep updating Stock to publish, so nothing is lost.

The reason names the marketplace service that refused: offer/save is the call that sends stock, product_offer/read the one that reads offers. 401 and 403 are the marketplace's codes for "wrong login" and "not allowed".

The reason reads	What it means	The fix
eMAG offer/save answered 401: … (or 403, or product_offer/read)	The marketplace refused the API user or password: changed on the marketplace, expired, or typed wrong	New credentials in Settings → Connection, then Recover
… not allowed to use this API …	The marketplace does not let this API user, or our server's address, use its API	Check the credentials with the marketplace team first; if they are right, ask the technical team to have our address allowed; then Recover
The connection is incomplete; enter it in Edit connection	Part of the connection, usually the password, was never entered	Fill it in Settings → Connection, then Recover
Stored credentials cannot be read with the configured key; re-enter them	The stored password can no longer be unlocked	Type the password again in Settings → Connection, then Recover

A busy marketplace, a timeout or a server error does not suspend an account; those are retried offer by offer. More in Account health and pausing.

Credentials first, then Recover

Recover only asks the marketplace whether it accepts the account now. It does not change anything by itself. If you click it before fixing the cause, the marketplace refuses again and the account stays suspended. So always fix the cause first, usually in Settings → Connection, and click Recover last.

Steps

1. Spot it: the account has a red SUSPENDED tag in the sidebar, and the first row of Needs your attention on the Overview reads, for example, Fashion Days BG is suspended, with the marketplace's reason under it. Click the row's title to open the account.

2. Read the red status banner under the account's name: it gives the reason in the marketplace's words.

   

3. If the reason is about credentials, click Edit connection in the banner. It opens the account's Settings tab at Connection. Type the new API user and API password, then click Save in the Unsaved changes bar (or Alt + S). See Enter or change credentials. If the reason says not allowed to use this API, check the credentials with the marketplace team first; if they are right, ask the technical team to have our server's address allowed, and wait for them to confirm.

4. Click Recover in the status banner. (Hover over it: "Test the connection again. If the marketplace accepts it, the account becomes Healthy and work restarts.")

5. A dialog asks Recover Fashion Days BG? and explains what happens next.

   

   Click Recover.

You can also do both from the Overview: the Fashion Days BG is suspended row carries Edit connection and Recover buttons itself. On the Accounts page, the row's ⋯ menu has Recover too; it is greyed out for a healthy account ("The account is healthy: the marketplace accepts its connection.").

What you should see

If the marketplace accepts the account, within a few seconds:

• The message: "Fashion Days BG is recovered; its offers are being imported and its waiting stock updates sent." For an account in Preview it says instead that nothing is sent to the marketplace. If the account is also paused it says "Fashion Days BG is healthy again, but it is still paused: nothing is imported or sent until you press Resume.": click Resume in the banner.
• The status turns green Sending (or reads Preview or Paused), the banner turns green, and the SUSPENDED tag leaves the sidebar.
• The account catches up: Stock Sync imports the offers, recalculates them and sends what is waiting (if Live). These are requested together and can overlap. For a few thousand offers that takes a minute or two; watch it in the account's Activity tab.
• The red row leaves Needs your attention at once: the page updates live.
• Offers that had already Failed usually stay Failed: Recover sends what is Waiting to send. If any are left, Retry failed afterwards.

If the marketplace still refuses, a red message says so, and the account stays Suspended with the new reason:

• "Fashion Days BG is still suspended: eMAG product_offer/read answered 401: Invalid vendor credentials" — the marketplace still refuses the account. Fix the credentials first in Settings → Connection, then Recover again.
• The banner shows the reason the marketplace gave this time.
• The attempt is recorded on the account's Activity tab and Recent activity: "tried to recover the account — refused: …", with who made it.

If something goes wrong

You see	Do this
[account] is still suspended: … 401 …	The credentials are still wrong. Check them with the marketplace team, save them again, then Recover.
[account] is still suspended: … not allowed to use this API …	The marketplace does not let this API user, or our server's address, use its API. Check the credentials with the marketplace team first; if they are right, ask the technical team to have our address allowed; then Recover again.
… the marketplace could not be reached (… answered 503 …) or (… request failed …)	The marketplace was down or too slow when Stock Sync asked (5xx are its codes for "something went wrong on our side"). Stock Sync changed nothing: the account keeps its earlier reason. Wait until it works, then Recover again.
The account is healthy but still sends nothing	Read its status: Paused needs Resume, Preview sends nothing until you go Live.
The account is suspended again later	The marketplace refused the credentials again, for example because the password changed again. Read the new reason and ask the marketplace team.
The banner says Degraded	Stock Sync never sets Degraded by itself today. If you see it, click Recover.

See An account says Suspended and the reasons a suspended account shows.

Example

At 11:00 someone changes the API password of Fashion Days BG in the marketplace's seller portal and forgets to tell anyone.

• 11:22 The next sending round gets "401". Fashion Days BG becomes Suspended: "eMAG offer/save answered 401: Invalid vendor credentials". A red SUSPENDED tag appears beside it in the sidebar. The 14 offers of that round stay Waiting to send.
• 11:22–13:10 More PIM changes arrive. 88 updates now wait. Nothing is sent.
• 13:10 Radu sees Fashion Days BG is suspended at the top of the Overview. He asks the marketplace team: yes, they changed the password. He gets the new one.
• 13:15 He clicks Edit connection on the row, types the new password, clicks Save ("Connection of Fashion Days BG saved."), then clicks Recover in the banner and confirms.
• 13:15 "Fashion Days BG is recovered; its offers are being imported and its waiting stock updates sent." Two minutes later the account's Activity tab shows an Offer import, a Recalculation and a Sending round with 88 published.
• 13:20 The Offers tab shows a red 31 beside its name: offers that failed before the suspension. He opens it and clicks Retry failed.

Related

• Account health and pausing.
• Enter or change credentials.
• Account workspace.
• Every status explained.