How to trigger a reindex from the support portal

When new products or traits are not showing up as expected on your storefront, rebuilding your product index may help.

Check whether you need one first

The product index rebuilds automatically every few 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. Requesting a rebuild is worth doing only if more time than that has already passed.

A product missing from search while its own product page works correctly is the normal signature of waiting for the next rebuild, 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.

Before requesting a rebuild, work through changes not showing on the website, which covers the more common publishing and cache causes.

Request an index rebuild

1. Go to My StoreConnect.
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 rebuilt.
4. Select Trigger reindex.

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

If you cannot see the org

My StoreConnect lists the orgs recorded against your company. Two things to check 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 the org still does not appear, or there is no Trigger reindex button on it, log a support case with the Support Actions type and include the Org ID.

What to expect

The index build 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.

Requesting another rebuild while one is already running does not stop or restart it. The first rebuild continues and completes normally.

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