Integrations are designed to make different systems work together.
When everything works, you barely notice them.
When something breaks, suddenly you realise how many moving parts are involved. š
An integration problem doesn't necessarily mean that something is seriously wrong with the infrastructure. It can be caused by an expired connection, changed permissions, a temporary service interruption, incorrect information, or a change made by a third-party provider.
This guide helps you identify the most common causes before requesting technical assistance.
1. Start With the Basics
Before investigating the technical details, try the simple things first.
Refresh
Refresh the page or reopen the application.
Sign Out & Back In
If the problem appears to be related to your account or session, signing out and signing in again can sometimes resolve it.
Try Again
If an action failed once, try it again.
Temporary network or service issues can sometimes resolve themselves.
Try Another Browser or Device
If possible, test the same action somewhere else.
This can help determine whether the problem is related to the service or your local environment.
Simple checks can eliminate surprisingly complicated-looking problems.
2. Check the Connection
Many integrations depend on an authorised connection between two systems.
If that connection has expired, been revoked, or changed, information may stop moving between them.
Depending on the service, check whether:
The connection is still active
The relevant account is still authorised
Required permissions are still enabled
The connected service is still available
The account has not been changed or removed
If you recently changed your password, account, organisation, or security settings, the integration may need to be authorised again.
3. Check Permissions
An integration can be connected but still unable to perform the action it needs to perform.
For example, a system might have permission to read information but not create or update it.
Or a user may have access to one part of a service but not another.
If something suddenly stopped working after a permissions change, check whether the required access is still available.
Connected doesn't always mean authorised to do everything.
4. Check the Information Being Transferred
Sometimes the integration itself is working perfectly.
The problem is the information being sent through it.
Check whether:
Required fields are completed
Information is in the expected format
Dates and times are correct
Email addresses are valid
Required identifiers are present
The relevant record actually exists
The information hasn't been deleted or changed
A system can only process information it receives.
Garbage in, garbage out ā the oldest rule in computing still has legs.
5. Check Timing
Not every integration operates instantly.
Some actions happen immediately.
Others may depend on:
Scheduled synchronisation
Background processing
Queues
External service responses
Approval processes
Other events occurring first
If something hasn't appeared yet, give the system a little time before assuming that it has failed.
If the expected information still doesn't appear after a reasonable period, report the issue.
6. Check the Other Service
An integration connects at least two systems.
That means the problem may not actually be inside development.city.
The other service could be:
Experiencing an outage
Performing maintenance
Changing its API
Limiting requests
Experiencing authentication problems
Rejecting a particular request
Temporarily unavailable
If a third-party service is affected, we may need to wait for that provider to restore functionality or provide a workaround.
Sometimes the bridge is fine. The other side of the river is having a bad day.
7. If You Recently Changed Something
Think about what changed immediately before the problem appeared.
For example:
A password was changed
An account was replaced
Permissions were modified
A service was upgraded
A configuration was changed
A new integration was added
An existing integration was removed
A domain or address was changed
A browser or device was replaced
Recent changes are often useful clues.
If the problem started immediately after a change, tell us about it when requesting support.
8. Authentication Problems
If an integration requires you to authenticate with another service, problems can sometimes occur because:
Your session expired
The authorisation was revoked
The account changed
Additional verification is required
The connected service changed its authentication requirements
Your organisation changed its access policies
Don't send passwords, authentication codes, recovery codes, API keys, or other secrets to support.
If authentication needs to be renewed, we'll guide you through the appropriate process.
9. When Something Works for Some People but Not Others
This is an especially useful clue.
If one person can use an integration but another cannot, the issue may be related to:
User permissions
Account configuration
Organisation settings
Different connected accounts
Browser or device configuration
Individual authentication sessions
Tell us who is affected and who isn't when reporting the problem.
That information can significantly narrow down the investigation.
10. When Something Works Sometimes
Intermittent problems can be harder to diagnose than complete failures.
If an integration sometimes works and sometimes doesn't, try to identify a pattern.
Note:
When it happens
How often it happens
What action triggers it
Whether it affects specific users
Whether it affects specific information
Whether retrying resolves it
Whether the problem happens at particular times
Even a simple observation such as:
"It fails about once every ten attempts."
can be extremely useful.
11. Don't Keep Reconnecting Everything
When something stops working, it's tempting to disconnect and reconnect every system you can find.
Please don't.
Changing multiple things at once can make the original problem harder to diagnose.
Instead:
Identify the symptom.
Make one reasonable change.
Test again.
Record what happened.
If you're unsure what to change, ask us first.
12. When to Contact Support
If you've tried the appropriate checks and the problem continues, contact technical support.
Tell us:
What were you trying to do?
Describe the intended action.
What happened?
Describe the actual result.
When did it happen?
Include the approximate time if relevant.
Who is affected?
One user, several users, or everyone?
What changed?
Mention any recent changes that could be relevant.
What have you already tried?
Tell us which troubleshooting steps you've completed and what happened.
Can you provide evidence?
Screenshots, error messages, or other useful information can help us investigate.
You don't need to diagnose the integration yourself.
That's our job.
13. Keep Sensitive Information Private
When troubleshooting, you may encounter information that should not be shared publicly.
Never send:
Passwords
Authentication codes
Recovery codes
Private keys
API secrets
Payment information
Unnecessary personal information
If a technical investigation requires sensitive access or information, we'll provide an appropriate way to handle it.
When in doubt, ask before sending.
The Short Version
When an integration isn't behaving:
Refresh.
Check the connection.
Check permissions.
Check the information.
Check timing.
Check whether another service is affected.
Think about what changed.
Don't change ten things at once.
And if it still doesn't work:
Tell us what happened. We'll help find the missing piece.
Build better. Connect smarter. Scale sustainably.
#ForPeopleForPlanet