> For the complete documentation index, see [llms.txt](https://helpcenter.channable.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://helpcenter.channable.com/list-advertise/orders/troubleshooting-orders/my-order-connection-is-not-retrieving-some-orders.md).

# My order connection is not retrieving (some) orders

Learn how to troubleshoot missing orders in an order connection and check connection, timing, and API issues.

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 > Order connections** 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 %}

### 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>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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