If new customers or orders are not appearing in Brevo, work through these checks in order. Most cases resolve at step 1 or 2.
Quick check Open Tajo > Sync Status. A timestamp older than your last order is the clearest signal that the sync stalled.
Step 1: Confirm Both Connections Are Healthy
- Brevo: Settings > Connections > Brevo should show a green status. If not, re-add the API key.
- Shopify: the Tajo app should still be installed with permissions intact. A reinstall or permission change in Shopify can silently break the feed.
Step 2: Check the Sync Status Page
Tajo logs each sync. Look for:
- Last successful sync time. If it is stale, trigger a manual sync.
- Failed records with an error reason (for example, a contact missing a valid email).
Step 3: Common Causes
| Symptom | Likely cause | Fix |
|---|---|---|
| No new contacts at all | Brevo API key revoked or rate limited | Regenerate key, retry sync |
| Some contacts missing | Records without a valid email | Expected; Brevo requires an email |
| Orders missing | Webhook reconnect needed after app update | Reconnect Shopify in Tajo |
| Everything delayed | Large historical backfill in progress | Wait for backfill to complete |
Step 4: Force a Manual Sync
In Tajo > Sync Status, click Run sync now. Watch the log. A clean run with zero failed records confirms the pipeline is healthy again.
Still Stuck?
Note the exact error text from the sync log and your store size, then contact support. See also contacts missing in Brevo.