Find answers to our frequently asked questions.
1. I can't log in to my Expandly account
If you have forgotten your username, please contact us and we will be able to help. If you have forgotten your password, please click here to reset your password.
2. How do i refresh my browser's cache?
Chrome - Press Ctrl+H and on the History Page, click 'Clear browsing date'
Edge - Press Ctrl+H. Click 'More Options' and then click 'Clear browsing date'
Firefox - Go to History and then 'Clear Recent History'
We would also recommend making sure that your browser is kept up-to-date and you are regularly checking to make sure that you are using the most up-to-date version that is available.
3. Can I change the email address associated with my Expandly account?
You can change the Account Email address, which is used by Expandly to contact you about your account via your General Settings page, however it is not possible for you to make amendments to the Username/email that you originally signed up to Expandly using. If you would like a different email address to be used, please contact us and we will be able to help
4. I have logged in but have received an 'Access Denied' message when trying to access certain pages of Expandly. Why is this happening?
Please ask your Expandly Admin contact to check the User Permissions associated with your profile on Expandly. This can be done via the Settings>Users>Manage Users page. From here, you can view what permissions each user has and the Admin User will have the permissions to make changes should access need to be granted to certain pages
5. I'm not receiving invoices for my subscription
Expandly will not send out monthly invoices for your subscription however you are able to view and download these yourself on your account. This can be done via Settings>Billing>Transaction History. From here, you will be able to view and download any Expandly invoices associated with your account
1. The Amazon regions i sell in are not showing on the regions drop-down list when i am adding Amazon to Expandly. How can i get these connected?
Expandly currently integrate with the following Amazon regions. If you are attempting to connect a region that is not on this list, then unfortunately we do not currently support this, and you will be unable to connect these regions up to an Expandly account:
Amazon US
Amazon Canada
Amazon UK
Amazon Germany
Amazon Italy
Amazon France
Amazon Spain
2. It is showing that my eBay token has expired. How do I sort this?
Please click here to see full instructions for resolving this
3. I am trying to add Etsy but am getting a 'Shop Name not valid' error?
This error will occur if the Shop Name that is being added to Expandly, is not an exact match to the Shop Name that appears on your Etsy account. Please try again, making sure the correct Shop Name is added. You should be able to find this information, if you are unsure, via your Shop Manager dashboard on Etsy
4. I am trying to connect my webcart to Expandly but an getting an 'Oh No! You broke it error!'
This error will usually occur if the bridge file has not been saved to the correct location on your server. This should be saved where the index.php file is stored, which is usually within the public_html folder but can differ depending on how your website has been set up.
This can also be an issue if the bridge file installed to the server is now out of date. Each bridge file downloaded from Expandly is unique so if multiple bridge files have been downloaded, there is a chance that the incorrect file has been uploaded to your server.
Please see the Adding Sales Channels section of our Help Centre for more detailed instructions for successfully adding webcarts to your Expandly account - Adding sales channels – Expandly: Help & Support
5. I have added my website to Expandly and it is asking me to map my order statuses. Statuses on Expandly and my website do not match. What do I do?
The order statuses on Expandly are Local Order statuses and it is common for these not to be an exact match to what is set up on your website - you will just need to make sure the status is mapped to how you want that particular order status to appear on your Expandly Sales Orders page, when orders download. Click here for more detailed instructions on this
1. How do i get my channel listings into Expandly?
You will be required to carry out a listing import from each of your channels/accounts/regions in order for us to fetch and create product & listings into your Expandly account - Click here for more detailed instructions on this.
2. If I carry out another listing import from my sales channels, will it import products that already exist in Expandly, again?
No. When a listing import is carried out, we will only create products and listings that do not already exist within Expandly for you - We will not reimport any products that have already been created within your Expandly account.
3. I want to set up automatic listing imports but it is not allowing me access to this page - Why is this?
Automatic Listing Import functionality is available on the Premium plan and above therefore if you are on a Standard plan, you will be unable to access this page. You can request to add this feature as an add-on to your account for an additional monthly charge, which can be done via your Expandly Billing page.
4. If I make changes to my listings on my sales channels directly, will this be reflected in Expandly?
No, any changes you make to your listings on your sales channel accounts will not be reflected in Expandly - We would therefore recommend using Expandly to manage your listings.
5. Can i import a specific listing in to Expandly?
Unfortunately, the listing import process works based on a date range selection, so we will fetch any product & listing data within that specific range. You are unable to prevent other listings from importing to Expandly within that range however can always delete the products & listings from Expandly should you not wish to see certain SKUs in your Expandly account.