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Inventory not syncing

Summary: Live Events reads and writes stock through Shopify locations, so most sync issues trace back to a location that isn't attached to the event, a product that isn't stocked at that location in Shopify, or a brief sync delay.

Before you begin

Live Events does not keep its own separate stock count. It relies on Shopify inventory at your locations: it reads available quantities from Shopify and, when you record an inventory transfer, it writes the new quantities back to Shopify. Because of that, anything that's off in Shopify's inventory setup shows up as "inventory not syncing" in Live Events.

This article assumes you've already added your locations and assigned them to an event. If you haven't, start with Add an inventory site and Assign a venue and inventory locations.

Common causes

  • The location isn't added to the event. Live Events only moves and reports stock for the inventory locations assigned to the event. If a location isn't on the event, transfers and counts for it won't show.
  • The product isn't stocked at that location in Shopify. Shopify tracks inventory per location, and a product only has a stock level at a location once inventory is activated/stocked there. If a product was never stocked at the venue or inventory site, there's no quantity to read or adjust. (Live Events activates missing items at the destination during a transfer, but the source must still have stock.)
  • Inventory tracking is off for the product. If a Shopify product or variant isn't set to track quantity, there's no count to sync.
  • A short sync delay. Stock changes flow between Shopify and Live Events shortly after they happen. Right after a sale or a transfer, give it a minute and refresh.
  • The transfer errored. A transfer that failed in Shopify is marked as errored and won't change quantities. Re-check the transfer and try again.

Steps to check

  1. Confirm the location is assigned to the event. In your Shopify admin, open the event in the Event Calendar and check Inventory locations (and the Venue). The location you expect stock to move at must be listed. See Assign a venue and inventory locations.

  2. Confirm the product is stocked at that location in Shopify. In Shopify, open the product and check its inventory by location. The product must be tracked and have a quantity at the source location. For how Shopify handles per-location inventory and tracking, see Shopify Help.

  3. Re-check the quantities after a transfer. When you record stock In, Add, or Out on the POS, Live Events writes the result back to Shopify. After recording it, refresh and confirm Shopify's available quantity matches what you expect. See Inventory transfers.

  4. Look for a failed transfer. If a transfer didn't move stock, it may have errored. Re-open it and try again; if it keeps failing, note the product and location for support.

  5. Allow for sync timing. If everything looks correct but numbers are momentarily off right after a busy stretch, wait a minute and refresh before troubleshooting further.

Still off?

If a product is stocked at an assigned location in Shopify, tracking is on, and quantities still don't line up after a few minutes, contact support with the product, the location, and the expected vs. actual quantity.