If a sales channel becomes disconnected, you'll see an orange banner at the top of your Settlement Dashboard notifying you of the issue.
Who gets notified?
When a sales channel disconnects, the account holder (the email address that owns the Link My Books account) will automatically receive an email notification. This email contains a "Complete Setup Now" button that takes them directly to the reconnection flow.
Using Link My Books as an accountant or bookkeeper? If you manage a client's account and the disconnection banner appears, the reconnection must be completed by your client — it requires their sales channel login credentials (e.g. their Amazon, eBay, or Etsy account). Ask your client to log into their Link My Books account and follow the steps below, or forward them the notification email they received.
How to reconnect
To reconnect:
Click the Reconnect link in the orange banner.
This will guide you through the steps needed to restore the connection and get your account working again.
Alternatively, you can manually check and reconnect via:
Settings > Account Settings
Locate the relevant sales channel
Click the Action dropdown
Select Reconnect
This will re-establish the connection and ensure settlements continue syncing correctly. When you reconnect, the system will automatically import historical settlements and transactions, including any that were missed during the disconnection period.
Still showing as disconnected after reconnecting?
If your account still shows as disconnected after completing the steps above, a partial connection may not have been fully cleared. Try the following:
Log in directly to your sales channel (e.g. Amazon Seller Central, eBay, Etsy).
Navigate to its Connected Apps or Linked Apps settings and remove Link My Books from the list.
Wait a few moments for the disconnection to fully process.
Return to Link My Books and go to Settings > Account Settings, then select Reconnect from the Action dropdown.
Removing the connection from the sales channel's side first ensures any stale partial connection is cleared before you re-authorise.
eBay reconnect: error on eBay's side
If you click Reconnect for eBay and get redirected to an error page that comes from eBay (not Link My Books), one of the following two patterns is most likely what you're seeing. These are both eBay-side issues, not Link My Books issues, so the steps to resolve them are different from a normal reconnect.
"An error occurred while processing your request" with a Reference #
You'll see a page that says "An error occurred while processing your request", a Reference number such as 97.3251db17.1777241304.23608c62, and a link to errors.edgesuite.net. This is an Akamai/EdgeSuite error served on eBay's behalf — it means eBay's authentication endpoint failed before Link My Books was ever called.
"local_rate_limited"
You'll see a near-blank eBay page containing only the text local_rate_limited. This is eBay temporarily throttling reconnection attempts from your account or network, usually after several Reconnect clicks in a short window.
⚠️ Stop retrying for now
Repeated Reconnect attempts can clear the evidence our technical team needs to diagnose the failure, and in the case of local_rate_limited they actively make the throttling worse.
Please leave eBay in its disconnected state and contact us, rather than retrying.
What to do:
Note the Reference number from the error page (or screenshot it). For Akamai errors this looks like 97.xxxxxxxx.xxxxxxxxxx.xxxxxxxx; for local_rate_limited there is no reference, so just note the time you saw it.
Stop retrying for at least 30 minutes. Don't click Reconnect again in the meantime.
Contact our support team via the blue chat icon at the bottom right of the page or by emailing [email protected] with the Reference number (or the time of the local_rate_limited message) and the eBay account name as it appears in Link My Books.
If you've already removed Link My Books from eBay's Third-party authorisations as described above, please tell us — that's still a useful step, but on its own it won't get past the eBay-side error.
Experiencing repeated disconnections?
If your sales channel keeps disconnecting on a regular basis (e.g. daily or every few days), don't just keep clicking Reconnect — there's a quick check you can do first that resolves a lot of repeat disconnects on its own.
Step 1: Check the third-party authorisation list on the sales channel
When a sales channel keeps disconnecting, the most common cause is that the third-party authorisation for Link My Books on the sales channel side has been revoked or has expired. This can happen if someone in the business removed it accidentally, if a security review triggered a clean-up, or if the channel itself periodically expires authorisations.
Log in to the sales channel directly and check that Link My Books is still listed and active in the third-party app authorisations:
eBay: My eBay > Account > Site Preferences > Third-party authorisations. Confirm Link My Books is listed. If it isn't, that explains the repeat disconnects — go back to Link My Books and reconnect, and the new authorisation should hold. If it is listed but disconnects keep happening, leave eBay in its disconnected state and contact us so we can investigate (see Step 2 below).
Amazon: Seller Central > Apps & Services > Manage Your Apps. Confirm Link My Books is listed and authorised.
Shopify: Settings > Apps and sales channels. Confirm Link My Books is installed.
Etsy: Your Account > Account settings > Apps. Confirm Link My Books is listed.
TikTok Shop: Seller Center > Settings > App Store / Authorised apps. Confirm Link My Books is listed.
Step 2: If the authorisation looks fine, contact our support team
If Link My Books is correctly listed in the third-party authorisations on the sales channel and the disconnections still keep happening, please contact our support team and leave the channel in its disconnected state so our technical team can investigate the root cause. Reconnecting before the team has a chance to look may clear the evidence needed to diagnose the problem.
When you contact us, it helps to include:
The sales channel name as it appears in Link My Books
Approximately how often the disconnections happen (daily, every few days, weekly)
An approximate first date you noticed the issue starting
About disconnection notification emails
When a sales channel disconnects, Link My Books automatically sends email notifications to the account holder to alert them. These emails are designed to ensure you don't miss a disconnection that could affect your bookkeeping.
Here's what you need to know about these notifications:
They are sent automatically — disconnection notification emails are triggered by the system whenever a channel loses its connection.
They cannot be disabled or turned off — there is no setting to stop these emails, as they serve as a critical alert to protect the accuracy of your bookkeeping data.
They will stop once the connection is stable — once you successfully reconnect and the connection remains active, the notification emails will stop on their own.
Receiving notifications even though your channel appears connected? Occasionally, a brief connectivity hiccup can trigger a notification email even if the connection recovers on its own. If you receive a disconnection email but your channel shows as connected in Link My Books, you can safely ignore it — no action is needed. If the emails persist, please contact support so we can investigate.
If you have any questions about this article or feedback on how we could make it better please reach out to the support team via the blue chat icon on the bottom right of the page or via email to [email protected].