In order for the ShipStation connection flow to work properly, the merchant must be on the new version of ShipStation.
To check this, inspect the URL: the new version will contain a “shipX” value in it, where X is an integer. If that is not present, then the merchant is still on the old version.
To switch to the new version, the merchant can hit the “Try new layout” button at the top of the screen.
If a merchant wants us to check for them, we technically can't log into their ShipStation for them but we can help if they send us the URL. If they are on a share screen we can ask them to click the URL in their web browser so we can see the whole URL and read it from there. If they are requesting help via email we can request they send it to us.
"Since we don't have access to your ShipStation account, it isn't possible for us to log into your ShipStation to see which version you are on, however, this information can be found within the URL after you log into your ShipStation account. The new version of ShipStation contains a value of shipX (X being an integer) inside the URL, if you do not see this you would be on the older version of ShipStation. Furthermore, if you would like us to take a look at this for you, you can copy the URL after logging into ShipStation and send it to us. We won't be able to log into your ShipStation with the link but we should be able to tell you the version of the app you are on based on the URL"