Supply Lens

Why has my integration stopped connecting?

Fix connection or login failures

What to check when an Integration stops working because credentials have expired, been revoked or changed.

About 3 min

Integrations talk to other systems using credentials such as API keys, passwords or authorisations. When those expire, are revoked or are changed at the other end, the Integration stops working. This is common with authorisation-based Integrations such as Shopify and WooCommerce, and after someone replaces API keys in the other system.

Before you start

Look for the pattern: everything for one Integration fails from a particular moment. New data stops arriving, or its target data starts showing Failed, and the logs mention connection or authentication errors.

Steps

  1. Check the Integration is enabled. On Settings → Integration setup → Integrations, expand the Integration and make sure Activation is set to Enabled.
  2. Check it isn't uninstalled. An Integration that has been uninstalled at the other end, such as a Shopify store that removed the app, shows a grey Uninstalled label. It needs reconnecting.
  3. Check the credentials in the other system. Make sure API access is still enabled, keys haven't been revoked, and the user or app Supply Lens uses still has the permissions it needs.
  4. Update the credentials in Supply Lens. Correct them on the Integration's Credentials card. You don't need to remove and reconnect the Integration. See Update Integration credentials.
  5. Catch up. Use Run receive to collect anything waiting, then reprocess target data that failed while the connection was down.

Don't remove and reconnect

Remove permanently deletes the Integration and its stored credentials. Your Documents stay, but you'd have to rebuild the connection and its settings. Fix the credentials instead.

Check it worked

The next communications session for the Integration runs without errors, and new data starts arriving or being sent again.

If something goes wrong

  • It still fails. Contact the Support Team with the Integration ID, shown at the bottom of the Integration's tile.