How to Reconnect Your BigCommerce Integration

Kintsugi uses data from your BigCommerce store to keep your sales tax calculations and filings up to date. If the connection drops, it's usually a minor issue that can be resolved with a quick reconnect. This guide walks you through the most common causes, how to reconnect your store, and answers frequently asked questions.

Why Did My BigCommerce Integration Disconnect?

BigCommerce connects to Kintsugi through the app installed from your BigCommerce Control Panel, authenticated to your specific store. A few things commonly cause that connection to break:

• The Kintsugi app was uninstalled from BigCommerce. Whether this happened intentionally or by accident (for example, during a cleanup of unused apps), removing it from your BigCommerce Control Panel fully revokes Kintsugi's access.

• Your authorization expired or was revoked. This is a normal part of how app-based connections work over time and doesn't indicate anything wrong with your account.

• Store ownership or staff access changed. If the account that originally installed the app loses access to the store (for example, a staff account is removed), the connection can break.

• The connection was reset during troubleshooting. If a prior sync or setup issue required disconnecting and reconnecting the store, the connection needs to go through the full reauthorization flow again to come back online.

How to Reconnect

1. Go to Settings → Integrations (or Data Sources → Inactive) in Kintsugi, find the BigCommerce connection marked Invalid or Revoked, and click Reconnect (or use the three-dot menu next to your store and select Reauthorize).

2. If prompted, log in to your BigCommerce Control Panel to re-authorize the connection.

3. If the Kintsugi app was uninstalled from BigCommerce, you'll need to reinstall it from the BigCommerce App Marketplace rather than just clicking reconnect in Kintsugi, but a removed app has to be added back on the BigCommerce side first.

4. Once reconnected, the store should appear as Connected in Kintsugi, and syncing should resume.

Reconnecting only refreshes the authorization; it doesn't affect your historical data or anything already synced.

If reconnecting doesn't resolve the issue, contact Kintsugi Support.

FAQs

Q: Is it safe to reconnect my BigCommerce integration?

A: Yes. Reconnecting only refreshes your authorization with BigCommerce and doesn't affect data that's already synced or filings that have already been submitted.

Q: I don't see my BigCommerce store listed under Data Sources at all. Does that mean it's disconnected?

A: Only active connections show by default. If your store isn't listed, check the Inactive tab; it's likely disconnected and needs to be reauthorized.

Why did my BigCommerce connection disconnect if I didn't change anything?

A: The most common causes are the Kintsugi app being uninstalled from BigCommerce (even accidentally), a routine authorization expiration, or a change in who has access to the store on the BigCommerce side. None of these point to a problem with your Kintsugi account.

Q: I reconnected, but it still shows as inactive. What should I check?

A: Confirm the Kintsugi app is actually installed and active under your BigCommerce Control Panel's app list. If it was previously uninstalled, reconnecting from Kintsugi alone won't work; you'll need to reinstall the app from the BigCommerce Marketplace first, then reconnect.

Q: Will reconnecting cause duplicate transactions or affect my filings?

A: No. Reconnecting just restores the existing connection; it doesn't reprocess or duplicate historical data.

Q: What if reconnecting doesn't fix my BigCommerce connection?

A: Contact Kintsugi Support. Some cases need a closer look on our end rather than repeated reconnect attempts.

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