Troubleshooting

Below are some issues you may run into when setting up and managing your MJFreeway Platform integration. For each instance, the steps to rectify the issue are provided here!

Information has stopped syncing from the integration

There are many reasons why one or all of the integrations syncs would stop working. Often times this is the result of a change made to MJFreeway’s data structure or the result of a data security precaution. The following steps can be taken to fix the issue:

  1. Make sure the integration configuration is Active. If this box is not marked, Blackbird will pause sharing data with MJF.
  2. Ensure the correct functionality is enabled. For example, if the product sync functionality is not enabled there will be no product updates through the integration. To confirm if a sync is enabled, navigate to the MJF Integration config and check the syncs at the bottom.
  3. Check the integration Activity Log. This can confirm that the syncs are not working and will provide further detail into the error or problem.
  4. If none of these are the problem, please reach out to Blackbird Support with examples of the inventory in question, what room it is in and what you are expecting to see happening.

Inventory is not syncing when client expects it to be syncing

  1. Has it been 5 minutes since the inventory was added to or updated in MJF? The product sync runs every five minutes, so if this inventory was just created or updated in MJF, it might take a few more minutes to see it come through to Blackbird.
  2. Is the product listed as Available Online in your MJ account? You should provide a screenshot of this to confirm it has been set accurately.
  3. Is there an available quantity? The inventory must be in stock and non-reserved/on hold. You should confirm that quantity they expect to be available and include screenshots.
  4. Check the integration activity log to ensure the product sync has been happening successfully. If there are errors in the activity log, this is likely the problem.
  5. If none of these are the problem, please reach out to Blackbird Support with examples of the inventory in question, what room it is in and what you are expecting to see happening.

We are not receiving order notifications

  1. Confirm you have added a valid email address to the order notification field in the integration configuration. If there is no email address, you can fix the issue by adding one!
  2. If none of these are the problem, please reach out to Blackbird Support with the email address you should be receiving notifications to.

Orders are not being submitted to MJFreeway

  1. Confirm the order push functionality is enabled. If you do not have this enabled, orders will not be pushed to MJFreeway.
  2. Orders require a customer record to exist in MJF before the order can be sent. If no customer record exists already, Blackbird will create one before sending the order. However, if there is an issue creating the customer record, the order will fail to submit.
  3. If none of these are the problem, please reach out to Blackbird Support.

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