Overview
Changes made in your POS usually appear on Shopify within a minute. If a product's price, description, images, or inventory isn't updating, one of four things is typically the cause.
Example: I updated a product price in my POS, but it hasn't appeared on Shopify yet.
Troubleshooting steps
Are you on Connect plan?
Connect plan syncs inventory only. If you're on Connect and expecting price or product detail updates, you'll need to upgrade your Mortar plan.
Learn more: How do I check or update my Mortar plan?
Is the setting enabled?
In Mortar Advanced Settings > Products and Variants, confirm the relevant sync toggles are ON for the data type that isn't updating (products, pricing, images).
Learn more: Mortar Advance Settings > Products and Variant settings
Is the product linked?
In Shopify, go to the product > More Actions > View in POS.
• Not linked — Save the item in your POS to trigger a resync
• Wrong link — Unlink from POS, then save the correct item to relink
• Correct link — Not a linking issue, continue to step 4
Learn more: The Product Page
Is a large sync in progress?
Check your Mortar status page. If a bulk product or customer update is running, your changes are queued. Thousands of updates can take time to process — wait and check again.
Learn more: Status Page
POS-specific notes
Lightspeed Retail (R-Series)
Products added via Lightspeed's import tool may not trigger a sync. Use the Mortar Shopify extension to manually resync those products.
Learn more: Resync product and variant details on-demand
Heartland Retail
Custom grid dimensions (flavor, scent, etc.) must be mapped to an Accumula field (size, color, or third) in your Heartland Products settings.
Learn more: Heartland Retail - Grid dimensions
Still have an issue? Contact Support
Let's connect over chat to review a specific product example and figure out what's going on.