Troubleshooting Data Sync Issues

This guide covers the most common issues you may encounter with data connections and syncing, along with steps to resolve them. If your issue is not listed here, contact our support team.

Connection Issues

OAuth Token Expired

If your connection shows as "Expired" or "Disconnected":

1. Go to Settings > Integrations and find the affected source
2. Click Reconnect or Re-authorize
3. Complete the authentication flow in the popup window
4. Verify the status changes to "Connected"

Data syncing will resume automatically after re-authorization.

Invalid API Key

If your connection fails with an authentication error:

1. Log in to the source platform (e.g., Klaviyo, Google Analytics)
2. Verify that your API key is still active and has not been revoked
3. If the key was rotated or expired, generate a new one
4. Update the key in AccessFuel under Settings > Integrations

Insufficient Permissions

If data is only partially syncing or the connection fails with a permissions error:

1. Check the required API scopes for your integration:
   • Shopify required scopes
   • Klaviyo required scopes
   • Google Analytics requirements
   • Facebook Marketing requirements
2. Update the permissions in the source platform
3. Re-authorize the connection in AccessFuel

Sync Issues

Data Not Appearing After Connection

If you have just connected a source and do not see any data yet:

1. Allow time for the first sync. The initial import can take up to 24 hours depending on the volume of data.
2. Check the Data Health dashboard to confirm the sync is in progress (see How to Check Data Health below).
3. If the status shows "Syncing", the process is running normally. No action is needed.
4. If the status shows "Error", follow the steps in the relevant section of this guide.

Data Seems Incomplete

If some data is present but appears to be missing records:

1. Historical imports take time. For large datasets (e.g., years of Shopify orders), the full import can take 24-48 hours.
2. Check whether the "Start Date" for your integration is set correctly. If it is set too recently, older data will not be imported.
3. Verify that all required API scopes are enabled on the source platform. Missing scopes can cause certain data types to be excluded.

Sync Shows Errors

If the Data Health dashboard shows sync errors:

• Rate limiting: The source platform may be throttling API requests. This resolves automatically on the next sync cycle.
• API changes: Occasionally, a platform updates its API. AccessFuel adapts to these changes, but there may be a brief delay. Contact support if errors persist for more than 48 hours.
• Credential rotation: If someone on your team rotated API keys or changed passwords on the source platform, the connection will need to be re-authorized.

Data Quality Issues

Missing Customer Emails

Some data sources do not export email addresses for all customers. For example:

• Shopify guest checkouts may not include an email
• Some platforms redact emails for privacy compliance

This is expected behavior. AccessFuel imports whatever data the source provides.

Duplicate Records

AccessFuel handles deduplication automatically during the sync process. Records are matched using unique identifiers from the source platform (such as order IDs or customer IDs). If you believe you are seeing duplicates, contact support so we can investigate.

Stale or Outdated Data

If your data appears to be out of date:

1. Check the "Last Synced" timestamp in the Data Health dashboard
2. If the last sync was more than 24 hours ago, there may be a connection issue. Try re-authorizing the source.
3. Keep in mind that data reflects the previous day's activity. Real-time data is not currently supported.

How to Check Data Health

The Data Health dashboard gives you a clear view of the status of each connected source.

1. Log in to AccessFuel Console
2. Navigate to the Data Health section from the sidebar
3. Review the status of each source:
   • Connected -- The source is active and syncing normally
   • Syncing -- An import is currently in progress
   • Error -- Something went wrong during the last sync (details will be shown)
   • Disconnected -- The connection needs to be re-authorized
4. Click on any source to see detailed sync history, including timestamps and row counts

When to Contact Support

Related Resources