# My order connection is not retrieving (some) orders

If you have an order connection in Channable and you notice that (some) of the orders you have in the marketplace are not being retrieved, follow the troubleshooting steps below.

{% stepper %}
{% step %}

### Check if your order connection is activated

Navigate to Setup > Setup orders in Channable. A blue dot in front of the order connection means it is activated; an orange dot means it is inactive.

To activate an order connection:

* Click "Settings" behind the order connection.
* Click "Activate order connection" at the bottom of the page.
  {% endstep %}

{% step %}

### Check if the correct connections are used

Ensure the same connections are used across the relevant setups:

* In Orders setup, the import connection must be the same one used in Import setup.
* The export (API) connection used in the API must match the one in the order connection.

You can verify the connection names by opening the "Settings" tab of the API you built the order connection for — the name of the connection will be shown there.
{% endstep %}

{% step %}

### Check for an expired API connection

If the API connection to the marketplace has expired, Channable cannot access the marketplace and will not pick up orders. To renew an expired connection, follow this article: [How to renew a connection](/get-started/getting-started/connections-in-channable/how-to-renew-a-connection.md)
{% endstep %}

{% step %}

### Check the creation date of the order connection

Orders placed in the marketplace before the date/time you activated the order connection in Channable may not be retrievable.

If you have open orders that predate the creation/activation timestamp, Channable can sometimes change the creation date of the order connection to a few days earlier so those open orders can be collected. Contact Channable technical support for assistance.
{% endstep %}

{% step %}

### If you use the Channable API

Make sure you are sending [the correct GET request](https://api.channable.com/v1/docs#tag/orders/operation/all_orders_companies__company_id__projects__project_id__orders_get) to the corresponding endpoint.

If you’ve checked all of the above and orders are still not imported, contact technical support for further assistance.
{% endstep %}
{% endstepper %}

<details>

<summary>Why Channable might not retrieve older open orders</summary>

Orders that were placed before you created or activated the order connection generally cannot be retrieved retroactively. In some cases Channable can adjust the creation date of the order connection a few days earlier to allow collection of those open orders — contact support for help.

</details>

<details>

<summary>How to refresh an expired API connection</summary>

If the API connection to your marketplace is expired, follow this article to refresh it [How to renew a connection](/get-started/getting-started/connections-in-channable/how-to-renew-a-connection.md)

</details>

{% hint style="info" %}
**Note:** If none of these steps resolve the issue, please contact [Channable technical support](/get-started/contact-support.md).
{% endhint %}


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