Support

#The fastest way: Get help in your shop

Every Biklo integration has a Get help button at the top of its screens. Write what is wrong; the integration adds what our support team needs to look into it - versions, settings, the state of the sync and of the orders, recent errors - so you do not have to collect it. Your API key is masked. You can read the report before you send it.

If Biklo cannot be reached, Get help opens an email with the same report instead.

#By email

[email protected] - tell us:

• which integration and which version (in your shop's list of plugins, modules or add-ons);
• your Biklo seller account (its email address);
• what you did, what you expected, and what happened instead - and since when;
• the order or product it is about, if there is one.

We answer Monday to Friday, 9:00-18:00 (Romania time), in English or Romanian, usually within one working day.

#Before you write

Most questions are answered by the integration itself: the Readiness screen says why a product cannot go to Biklo, and the Activity log says, in plain words, everything the sync did and why it stopped. The guide for your platform - linked from the home page - shows every screen, from install to returns.

#Connecting

"Test connection" fails. Check that you pasted the whole key, and that it was not deleted or replaced in your Biklo account (My account → API integrations). The shop must be able to reach Biklo over HTTPS: some hosts block outgoing connections - ask yours to allow them.

It says "Sandbox", but I want to sell for real. A bk_test_ key connects to the sandbox, a copy of Biklo where nothing is real. To go live, create a bk_live_ key in your Biklo account, paste it in the integration's connection screen, save, and start the sync.

I connected a key of another Biklo account. The integration starts over for that account: it forgets what it had sent with the old key and its sync is off until you start it again. Nothing in your shop is lost.

#Products and stock

A product does not appear on Biklo. Open Readiness: it lists every product that cannot go yet, and why - a title too short or too long (Biklo counts bytes: ă, ș, ț count twice), a missing description, a category or brand not mapped. Also check that the product is not excluded in its own Biklo settings (the Biklo tab or panel on the product), and that it is published in your shop.

The sync does not start. Its checks must be green: connected, all permissions granted, a shipping address on your Biklo account, and your shop's currency the same as your Biklo account's.

Stock or prices do not update on Biklo. Changes are sent as they happen. Look at Activity: the sync says when it is paused and why (for example, too many changes at once - it resumes by itself). On WooCommerce, PrestaShop, Magento, OpenCart and CS-Cart the work runs in the background, so your shop's scheduled tasks (cron) must run - the guide for your platform says how to set them up.

Photos are missing on Biklo. Biklo downloads your product photos from your shop's web addresses. They must be reachable from the internet: not behind a password (a staging shop), a maintenance page or hot-link protection.

I deleted or unpublished a product. It is taken off Biklo, and put back when it returns.

#Orders

An order did not arrive in my shop. Biklo tells your shop about every order within seconds; if a message is missed, the integration also checks Biklo regularly. The notification address (the webhook) on the connection screen is set up by the integration when the sync starts - leave it as it is. On an order, Refresh from Biklo updates it at once.

I refunded or cancelled a Biklo order in my shop, but Biklo did not change. A refund or cancellation made only with your shop's own tools does not reach Biklo, and the buyer does not get it. Handle Biklo orders in the integration's Biklo box on the order (or in your Biklo account).

The buyer did not get my shop's order emails. On purpose: Biklo emails the buyer about Biklo orders, so your shop's own customer emails are off for them.

#Returns and payouts

A return is waiting for me. When the parcel is back with you, you have 48 hours to accept or reject it on the order. Every case, step by step, is on the Returns page of your platform's guide.

When do I get paid? Biklo collects the buyer's payment and pays you after delivery, once the return window closes. The first time, finish your payout account on Biklo (a one-time identity check by Stripe): the Payouts screen says exactly what is missing.

#Removing it

What happens when I uninstall? The integration's key, settings and sync data are removed from your shop; your orders stay. Your listings stay on Biklo until you remove them there. Details in the privacy policy.

#Developers

Building your own integration? The Partner API documentation is at developers.biklo.com.