Symptom

On the Manage → Channels list, a small icon appears next to the integration name in the Get Orders column:

  • Yellow warning triangle — tooltip reads "Get Orders delayed for 1 hour". The channel's order-pull integration has not completed a successful sync in between 1 and 2 hours.
  • Red error circle — tooltip reads "Get Orders delayed at least 2 hours. Please contact Luminous support immediately." The last successful sync was more than 2 hours ago. This is an urgent condition that can cause new orders to stop flowing into Luminous.
  • Green check — the integration is healthy and completed a successful pull within the last hour. No action needed.

The icon only appears on channels that have an order-pull (Get Orders) integration configured. Channels without one show a dash and no icon.

Why it happens

Luminous continuously tracks the timestamp of the most recent successful order pull for each channel's Get Orders integration. After each automated pull cycle, that timestamp is updated. If the timestamp falls behind:

  • 1–2 hours old → yellow warning. The integration is running late but may still recover on its own within the next cycle.
  • More than 2 hours old → red error. The integration has missed multiple pull cycles. Common causes include expired platform credentials (e.g., an OAuth token that was revoked), a sync that has been paused, a stuck in-flight run, or a connectivity problem between Luminous and the external platform.

How to diagnose and resolve

Step 1 — Identify the affected channel

  1. Go to Manage → Channels.
  2. Scan the Get Orders column for a yellow or red icon.
  3. Hover over the icon to read the tooltip and confirm the delay severity.
  4. Note the integration account name shown in that cell — this is the connection you need to investigate.

Step 2 — Check the channel's active status

  1. Still on the Channels list, look at the Active toggle for the affected channel.
  2. If the toggle is off, the channel has been deactivated. Re-enable it if that is intentional and then monitor whether the icon clears on the next sync cycle.

Step 3 — Check the integration account's credentials and status

  1. Open the account menu at top-right ("Luminous Admin") → Settings / Integrations. This lands on the Settings / Integrations page (App Integration Accounts).
  2. Find the integration account identified in Step 1.
  3. Available row actions are: Field Mappings, Manage Products, Edit (pencil), and a ⋮ menu (Delete only).

For a full walkthrough of the OMS Sync Control panel — including how to rewind the sync cursor or set a pull volume ceiling — see Monitoring and Managing OMS Sync Status for App Integration Accounts.

Step 4 — Refresh or verify credentials for the affected integration

If the sync is not paused and no run is stuck, the most likely cause is an expired or revoked credential:

  • Shopify On that same Settings / Integrations page, click the pencil (Edit) icon on the integration account's row. This opens an "Edit Integration Account" modal showing the stored credentials (e.g. for Shopify: API Key/Client ID, Store Slug). Click Test Credentials to verify the connection still works.
  • API-key-based integrations (e.g., ShipStation): Verify in the integration account settings that the stored API key or credentials have not been rotated or revoked in the external platform's admin panel. Update them if necessary.

Step 5 — Confirm recovery

  1. After taking the corrective action, wait one full sync cycle (typically a few minutes).
  2. Return to Manage → Channels and reload the page.
  3. The icon should change to a green check once a successful pull completes. If the yellow warning icon was showing, it may briefly persist until the successful sync timestamp is under 1 hour old.

When to contact support

Contact Luminous support immediately if:

  • The icon is red (delayed 2 or more hours) — as the tooltip states, this requires urgent attention to prevent order data gaps.
  • The icon remains yellow or red after completing all steps above.
  • You cannot locate a resume, re-authorize, or credential-update option for your specific integration type.
  • You suspect orders placed during the delay window did not flow into Luminous and need to be back-filled.