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Integration Troubleshooting

Fix common integration issues: expired tokens, sync failures, and rate limits

Common Issues and Fixes

Solutions for the most frequently encountered integration problems.

Most integration issues can be resolved without contacting support. Below are the most common error states and the steps to fix them.

Token Expired

The integration's access token is no longer valid.

Symptoms

The integration shows an Errorstatus with a "Token Expired" message. Data has stopped syncing and the integration card displays a red indicator.

How to Fix

Go to Settings > Integrations and find the affected integration.
Click Disconnect to remove the expired connection.
Click Connect to re-authorize with fresh credentials.
Verify the status changes back to Connected after re-authorization.

Sync Failed

A scheduled or manual sync did not complete successfully.

Symptoms

Records are not updating as expected. The integration's last sync timestamp has not changed, or you see a "Sync Failed" notification.

How to Fix

Check whether the third-party service is experiencing downtime by visiting their status page.
Open the integration's settings page and click Sync Now to trigger a manual sync.
If the manual sync also fails, disconnect and reconnect the integration.
Review the sync log on the integration's settings page for specific error details.

Rate Limited

Too many requests were sent to the third-party service in a short period.

Symptoms

Syncs are partially completing or failing with a "Rate Limited" or "429" error. This typically happens when syncing large volumes of data or when the sync frequency is set too high.

How to Fix

Wait at least 15 minutes before attempting another sync to let the rate limit window reset.
Open the integration's settings and reduce the sync frequency (for example, from every 5 minutes to every 30 minutes).
If you are syncing a large initial dataset, allow the sync to run overnight when API usage is lower.
Check the third-party service's documentation for their specific rate limit thresholds.

Connection Error

The CRM cannot establish a connection to the third-party service.

Symptoms

The integration shows a "Connection Error" status. Attempts to sync or access the integration's settings may fail or time out.

How to Fix

For API Key integrations, verify that the key has not been rotated or revoked in the third-party service's settings.
Check the third-party service's status page to confirm there are no ongoing outages.
If using OAuth, disconnect and reconnect to generate a fresh access token.
Ensure your CRM account has the necessary permissions or plan tier required by the integration.

Data Not Syncing

The integration is connected but specific data is not appearing in your CRM.

Symptoms

The integration shows a Connected status and syncs appear to complete, but certain records or fields are missing from your CRM.

How to Fix

Open the integration's settings and review the Field Mapping configuration. Ensure the fields you expect are mapped correctly between the two systems.
Check the Sync Direction setting. If set to "CRM to Integration" only, data will not flow into your CRM from the external service.
Verify that the records exist in the third-party service and were created or updated after the integration was connected.
Trigger a manual sync from the integration's settings page and check the sync log for skipped or failed records.

When to Contact Support

Escalate issues that cannot be resolved with the steps above.

If you have tried the troubleshooting steps above and the issue persists, contact your CRM support team. When reaching out, include the following information to help the team resolve your issue quickly:

The name of the integration experiencing the issue.
The exact error message or status displayed.
The steps you have already tried from this troubleshooting guide.
Screenshots of the integration's settings page and any error messages.
The approximate time the issue started.

Never share API keys or tokens

When contacting support or posting in community forums, never include your API keys, access tokens, or other credentials in messages or screenshots. These credentials grant full access to your integrations settings. If you suspect a key has been compromised, revoke it immediately in the third-party service's settings and generate a new one.

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