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
- The reconnect flow
- 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. |
| 🟡 Stale | Last sync over 24 hours ago. | Click Refresh now. |
| 🟡 Sync error | Recent sync threw an error but token is still valid. | Click Retry sync; check the error in the activity log. |
| 🔴 Expired | Refresh token rejected by Amazon. | Click Reconnect. |
| 🔴 Revoked | You revoked the grant in Seller Central. | Click Reconnect. |
| ⚪ Not connected | No grant exists. | Click Connect. |
Most common causes
“Expired” or “Revoked” 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: Reconnect.
“Expired” 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.
Fix: Region card → Reconnect.
“Sync error” recurring
- Amazon API rate-limit hit.
- A specific endpoint Amazon returned a 5xx error from.
- A permission scope your grant is missing.
Fix: Wait an hour and retry; if persistent, check the activity log for the specific endpoint and contact support with the error details.
Marketplace data missing despite “Connected”
- Marketplace not ticked under Settings → Marketplaces.
- 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.
The reconnect flow
Reconnecting is non-destructive — historical data persists, the connection just gets a fresh OAuth grant.
- Amazon → Connection (or Advertising connections for Ads regions).
- Click Reconnect on the affected card.
- Sign in to Amazon (Seller Central or Advertising) as the same account that originally granted access. Different accounts produce different grants.
- Approve the requested permissions.
- Hilal redirects back; status flips to Connected.
- Initial sync runs in the background.
If you want to migrate to a different Amazon account (e.g., new owner of the Seller account), the cleanest path is Disconnect → Connect with the new account; talk to support if you want to preserve historical data linkage.
The activity log
Every connection-related event is logged with timestamp, status code, and (if applicable) the exact API endpoint that errored. Find it at:
- Amazon → Connection → Activity log (Seller).
- Amazon → Advertising connections → [Region] → Activity log (per Ads region).
Useful when filing support tickets — paste the relevant entries.
When to contact support
Open a ticket if:
- A reconnect doesn’t resolve a 🔴 Expired or Revoked 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 relevant rows from the activity log and the time-window of the issue.