How to trigger a reindex from the support portal

Use this process to refresh your store’s search index from the StoreConnect Support portal. Do this when new products or traits are not showing up as expected on your storefront, or when search results and category listings show stale or duplicate products after you add or remove price books.

Check whether you need one first

The search index refreshes automatically every 3 hours, so a product that is correct in Salesforce and simply missing from search results or a category listing usually appears without anyone doing anything. Triggering a refresh is worth doing only if more time than that has already passed, or you need the change to show sooner.

A product missing from search while its own product page works correctly is the normal signature of waiting for the next refresh, rather than a fault. The same applies to a new discount: the discounted price is charged in the cart and shown on the product page before it appears on a product card.

A refresh rebuilds only the search index and the cached product and category listings built from it. It does not re-import data from Salesforce, and it does not rebuild merchant feeds or your sitemap. Before triggering one, work through changes not showing on the website, which covers the more common publishing and cache causes.

Before you start

You need the Admin permission on your support portal user. Without it, My StoreConnect does not appear in the account menu, so you cannot reach the Trigger reindex button.

• If someone at your company already has admin access, ask them to grant you Admin from Manage users (see Manage who can access the support portal).
• If no one at your company has admin access, log a support case and say who should hold it. StoreConnect Support confirms that the person is the right contact for your company, then enables both Admin and Billing for them. That person can then grant access to anyone else who needs it.

Trigger a reindex

1. Go to My StoreConnect in the support portal account menu.
2. Select the tab for the kind of org you need: Production, Demo, Sandbox, Developer, or Other. Use Filter installations to narrow a long list.
3. Find the org whose index you want refreshed. Check the Org ID on the card to confirm it is the right one.
4. Select Trigger reindex, next to the org’s status badge (for example, Active).

The refresh is requested straight away. You do not need to raise a support case.

If you cannot see the org or the button

My StoreConnect lists the orgs recorded against your company. Check these before contacting support:

• Suspended and uninstalled orgs are hidden by default. Select Show suspended & uninstalled to include them.
• The org may not be linked to your company yet. Select Don’t see your org? for how to connect it.
• If My StoreConnect is missing from the account menu, your portal user does not have the Admin permission. See Before you start.

If the org still does not appear, log a support case with the Support Actions type and include the Org ID.

What to expect

The refresh starts almost immediately but takes a few minutes to complete. It can take several hours if you have a large number of products or price books. When it finishes, search results and category listings on your storefront reflect your latest synced product data.

You can trigger a refresh once an hour for each org. For the rest of that hour the button shows as Reindex (cooldown) and cannot be selected. Hover over it to see how many minutes are left.

If the refresh does not resolve what you are seeing, the cause lies elsewhere. Work back through changes not showing on the website.