Here are the most common Sales Tracker problems and how to fix them.

## "Unsupported file type"

Sales Tracker reads CSV, TSV, TXT, XLSX and XLS files. Save or export your report in one of those formats. PDFs can't be imported.

## "Platform could not be detected"

The file's columns don't match a report Sales Tracker knows. Check you downloaded the report listed under **Where to Download Data**. If it's still not recognised, choose the platform in **Platform** and import again, or map the columns yourself in the **Map CSV Columns** window.

## "No valid sales records found" or "File appears to be empty"

The file has no sales rows, only headers. Check the date range you chose when downloading the report and try again.

## The import says it's a KDP Payments report

Download the **Royalties** report from KDP **Reports** instead. The Payments report can't be imported.

## Sales are in the wrong month

If a report has no dates, Sales Tracker uses the month in the file name, and otherwise the current month. Delete the import on the **History** tab, then import again with **Report month (optional)** set, or rename the file to include the month (for example Ingram-2026-03.csv).

## My sales are counted twice

If you import a report for a platform and month you've already imported, you'll see a warning that you may have duplicate records. Click **Cancel** unless the file really contains different sales. If duplicates already got in, delete the extra import on the **History** tab.

For WooCommerce, Shopify and Square, **Reset sync** makes the next import fetch all orders again, but doesn't remove the sales already imported. Delete the earlier store imports on the **History** tab first. For Stripe, PayPal and Fourthwall, **Reset sync** removes the sales already imported from that service and your saved book matches before starting again.

## Page reads show Pending

KDP prices Kindle Unlimited page reads after the month ends. Click **Enter amount** on the **Dashboard** tab once the amount is in your KDP report.

## A store won't connect

- WooCommerce: "Authentication failed" means the Consumer Key or Secret is wrong. Create a new key with **Read** permission.
- Shopify: check the app has **Read orders** enabled and that you copied the full Admin API access token.
- Stripe: if Stripe says a permission is missing, add that permission as **Read** on your restricted key.
- PayPal: make sure you used the **Live** credentials and that **Transaction Search** is ticked on the app. It can take up to 3 hours to switch on.
- Square: if Square says the connection may need to be reconnected, disconnect it and connect again.

## I can't connect a store or click Import

Only the account owner can connect stores and run store imports. If you're a collaborator and the **Import** tab buttons are greyed out, your role doesn't include editing Sales Tracker. Ask the account owner to change your access.