Troubleshooting
My Metrc package did not import
Check the selected business, API-key facility access, imported facility, synchronization state, package lifecycle, and backfill window.
Symptom
A package visible in Metrc is absent from Higher Origins Inventory or shows old quantity or lab data.
Ordered checks
Screen: app header. Expected: the business selected in Higher Origins owns the Metrc facility. Action: switch businesses before searching or syncing.
Screen: Business Settings > Metrc. Expected: the key saves without an invalid-key error and the expected facility is listed. Action: use a Metrc user key with access to that facility, then save again. Rotating a key disables the old one.
Screen: Metrc Facilities. Expected: the exact facility name and license are imported into the selected business. Action: import the missing facility before scheduling package work.
Screen: Inventory > Sync Status. Expected: the package or item resource has a recent Last Sync and status ok. Action: if error, record Last Error, correct the key or facility problem, and wait for the next hourly sync. Import the facility if it is missing, or use Schedule Full Import for historical data.
Screen: Inventory search. Expected: the complete package tag finds the record in Cannabis, Archived, or Inactive as appropriate. Action: search the full tag and inspect lifecycle tabs; active, on-hold, and inactive packages are imported into corresponding inventory states.
Screen: Metrc package. Expected: its facility and update date fall inside the requested sync. Action: run Schedule Full Import for historical data, remembering the backfill is capped at two years.
Screen: inventory detail. Expected: facility, quantity, unit, source label, package state, and lab fields agree with the last successful Metrc response. Action: correct Metrc-owned values in Metrc and sync again.
Confirm recovery
After Sync Status returns ok, search the full package tag, open the inventory detail, and compare facility, quantity, unit, state, and lab fields with Metrc. Record the successful Last Sync time.
Escalate with useful evidence
Open Issues > Report an Issue with the facility license, package tag, package state, approximate Metrc update time, Higher Origins Last Sync time, resource status, Last Error, and reproduction steps. Do not include the API key.
If Issues is unavailable, use the public Contact Us page to reach Higher Origins support without signing in.
Related guidance
Connect Metrc and confirm your inventory imported correctly: repeat the setup and verification path
Metrc synchronization and data ownership: review entities, timing, overwrites, and corrections