Connection status and troubleshooting
Amazon connections drift. Tokens expire, permissions get revoked, marketplaces get added in Seller Central without anyone telling Hilal. This page is the playbook.
In this guide:
- Read the status badges
- Most common causes of failure
- How to fix a broken connection
- When to contact support
Reading the status badges
Both the Seller card and each Ads region card show a status:
| Badge | Meaning | What to do |
|---|---|---|
| 🟢 Connected | Last sync successful, token healthy. | Nothing. |
| 🟡 Fetching data from Amazon | Initial sync in progress after a successful connection. | Wait for the sync to complete; refresh the page to check progress. |
| 🔴 Connection error | Token expired, revoked, or permission scope missing. | Disconnect and reconnect (see below). |
| ⚪ Not connected yet | No grant exists. | Click Connect. |
Most common causes
“Connection error” on Seller
- You changed your Amazon password recently.
- You revoked the app under Seller Central → Apps & Services → Manage Your Apps.
- Amazon’s risk system invalidated the grant after suspicious activity (rare).
Fix: Click Disconnect region on the Seller card, then Connect again to re-authorize.
“Connection error” on a single Ads region
- Ads tokens are independent per region. One region can expire while others are healthy.
- Long inactivity in that region’s Ads account.
- Permission scope your grant is missing.
Fix: Click Disconnect region on the affected Ads region card, then Connect Ads again to re-authorize.
Initial sync stuck after “Fetching data from Amazon”
- Large catalogs take time. Syncs under 50k SKUs usually finish in minutes; large catalogs can take 1–3 hours.
- Network interruption or Amazon API rate-limit hit.
Fix: Wait; refresh the page to check progress. If stuck for over 2 hours, contact support.
Marketplace data missing despite “Connected”
- Marketplace not enabled in Settings → Amazon Accounts.
- Marketplace not authorized at the Seller-account level (Seller Central → Account info → Marketplaces).
- For ads: marketplace not selected in the corresponding Ads region’s profile.
Fix: Walk through the multi-marketplace checklist.
How to fix a broken connection
When you see a 🔴 Connection error badge, reset the connection by disconnecting and reconnecting:
- Go to Settings → Amazon Accounts.
- On the affected card (Seller or Ads region), click Disconnect region.
- Confirm the disconnection in the dialog that appears.
- Once disconnected, click Connect (for Seller) or Connect Ads (for Ads region).
- Sign in to Amazon (Seller Central or Advertising) as the same account that originally granted access.
- Approve the requested permissions.
- Hilal redirects back; status flips to Connected.
- Initial sync runs in the background.
Important: When you disconnect, Hilal schedules the regional data (campaigns, reports, order history) for permanent deletion after approximately 30 days. Reconnecting within this window restores your data. After 30 days, it is unrecoverable.
If you want to migrate to a different Amazon account, disconnect and reconnect with the new account within 30 days. Contact support if you need to recover data after the 30-day window has closed.
When to contact support
Open a ticket if:
- A disconnect/reconnect doesn’t resolve a 🔴 Connection error badge.
- Sync errors persist for over 24 hours despite retry.
- You see data missing from a marketplace that’s correctly ticked across all three checklist points.
- You need to transfer ownership of a connection (different Amazon account, different organization).
Include the time-window of the issue and any error messages you see.
Member access restrictions
If Hilal becomes unavailable, visit the system status page (/down) in the app for recovery guidance.