How to Troubleshoot Integration Issues

On This Page

• Introduction
• Identify the Issue
  • Step 1 - Not Able to Connect
  • Step 2 - Data Not Processing
  • Step 3 - Authorization Errors
• When to Contact Support
• FAQ

Introduction

If your integration is not connecting, showing an authorization error, or your data is not processing, follow the steps in this article to identify and resolve the issue.

Before you begin: Follow each section in order. If everything checks out and the issue persists, contact us with the details outlined at the end of this article.

Identify the Issue

Identify which symptom matches what you're seeing, then skip to the relevant section.

STEP 1: Not Able to Connect

If you're unable to connect your platform after following the respective knowledge article, then:

• Permissions Check:
  • Make sure you are an admin on the account you’re trying to connect
• Microsoft (black screen issue):

• • This is a known issue. Please follow the steps outlined in our Microsoft documentation to resolve it.

If neither of these are the issue, then please contact support for further assistance.

STEP 2: Data Not Processing (Pending or Delayed)

If your data is stuck in a pending state (past 10 AM) or not showing:

• Confirm you are viewing data in the correct timezone (see top right of the dashboard)
• Confirm there are no authorization errors. 

If neither of these are the issue, then please contact support for further assistance.

STEP 3: Authorization Errors

If you’re seeing an authorization error:

• Expired Token
  • Disconnect and reconnect the integration. This is especially common with Facebook, where tokens expire frequently for security reasons
• Expired Permissions
  
  • Make sure you have admin access, then re-authorize the integration. 
• API Key
  • If your integration is using an API Key, make sure to check your system to confirm the integration is still working properly on your end. It's common, with platforms like Magento, that the issue is due to IP Blocking or database limits.

If there is an unknown issue, or if you still need help, then please contact support for further assistance.

When to Contact Support

If you’ve completed all steps above and the issue is still not resolved:

Please reach out to support and include:

• The platform you’re trying to connect
• A description of the issue
• Any error messages or screenshots
• Confirmation that you’ve:
  • Reauthorized the integration (if applicable)
  • Checked permissions (if applicable)

This will help us resolve your issue as quickly as possible.

FAQ

Why do I need to reconnect integrations?
Some platforms (like Facebook) regularly expire tokens for security reasons.

What if I don’t see any errors?
Double-check processing time and timezone first. If everything looks correct, contact support.