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Troubleshoot integration connections

Diagnose and fix failed connections, expired credentials, and data that is not syncing between the platform and an external system (CRM, data warehouse, SSO provider, webhook endpoint, or file transfer).

Symptom​

One or more of the following:

  • An integration shows a failed, disconnected, or "needs attention" status.
  • New subscribers, list changes, or field updates are not appearing on either side.
  • A recently working connection stopped syncing after a password, key, or certificate change.
  • Webhook or API calls return authorization or permission errors.

Likely causes​

Ranked from most to least common:

  1. Expired or rotated credentials — an OAuth token, API key, or password changed on the other system.
  2. Insufficient permissions — the connected account or service account lost a scope or role it needs.
  3. Field or list mismatch — a mapped field, list, or object was renamed or deleted, so records fail validation.
  4. Network or endpoint change — a firewall rule, allowlist, or changed URL is blocking traffic.
  5. Data volume or throttling — a large sync is queued, rate-limited, or partially processed rather than truly failed.

Fixes​

  1. Check the integration's status and recent activity. Open the integration settings and review the last sync time and any error message (confirm the exact steps in your account). Note whether the failure is authentication, mapping, or connectivity.
  2. Reconnect or refresh credentials. Re-authenticate the connection, or regenerate and re-enter the API key. If the external account's password or SSO (for example Microsoft Entra ID) settings changed, complete the sign-in flow again.
  3. Confirm permissions and scopes. Verify the connected account still has the required role and that any allowlist includes the platform's outbound addresses.
  4. Re-verify field mappings. Remove mappings to deleted fields, then re-map and save. Run a small test sync before enabling the full one.
  5. Trigger a manual sync and watch results. Confirm records now flow, and check that subscriber counts match on both sides.

Still stuck?​

Capture the integration name, the exact error text, and the timestamp of a failed sync, then contact your account administrator or platform support so they can review the connection logs.

Canonical terms: Author, Edition, Folder (Project Folder), Broadcast. See the Glossary.