Why is my integration not syncing?

Most sync problems come down to a handful of causes. Work through these in order.

1. Check the connection

Open Integrations in the sidebar and click the connection. On the Connection tab, Connection Details shows:

• Status — Active, Paused (no syncing until you choose Resume Sync), Error or Disconnected
• Last Synced — when it last brought data in. Connections sync nightly at 2:00 AM UTC; Sync Now runs one immediately.
• Action Needed — Roiva's access was revoked or has expired, and the connection needs reconnecting. The Connections list marks these Needs reconnecting.
• Last Error — what the platform returned when the latest sync failed, with links to the failing sync runs
• Last Sync — a temporary problem rather than a fault, such as OpenAI's rate limit cutting a run short. The connection stays Active and tries again on the next sync.

Below it, the Setup Check card lists each thing the connection needs on the platform's side (a scope, a role, a setting) and whether it's in place. Test Connection in the … menu runs the same check.

2. Reconnect if access was lost

Owners and Admins choose Reconnect: it's the main button when the platform has revoked Roiva's access, and in the … menu otherwise. What it does depends on how the platform connects:

• Sign-in platforms (HubSpot, Salesforce, QuickBooks, Xero, Jira…) — you approve Roiva's access again. If the platform has added a permission Roiva needs, reconnecting is also how you grant it.
• GitHub — you go back through the GitHub App installation.
• API-key platforms (Zendesk, Stripe, OpenAI, AWS…) — Reconnect tests the key the connection already holds. If it works, a sync starts, and the error clears once that sync succeeds. If it doesn't, Roiva says what failed and changes nothing. For a revoked or rotated key, choose Edit on the connection and paste a new one. Saving it syncs straight away.
• Google Cloud and BigQuery — check the service account still has the roles in the connection's Setup Guide, then choose Reconnect. It tests the grant the same way and syncs if the roles are in place.

The data you've already synced is kept.

3. Read the sync history

The Sync History tab lists every run. Open one to see how many records it processed, failed and skipped, and the error the platform returned. A run the platform's rate limit cut short shows Stopped Early rather than an error.

4. Check the platform's side

• Rate limits — when a platform turns Roiva's requests away for coming too fast, the sync stops early, but the connection stays Active and says so under Last Sync rather than showing an error. Roiva tries the sync again on its own, and the next nightly sync catches up. You can also choose Sync Now once the limit has cleared.
• Permissions changed — an admin on the platform may have restricted the user or app Roiva connects as. The Setup Check usually shows which.
• Nothing to sync — some platforms only report once there's activity. A model provider with no usage in the period, or a GitHub organization without Copilot, has nothing to send.

5. Synced, but not in ROI?

A connection can sync perfectly and still book nothing: it needs a link to an initiative, or a mapping on that link. Check Integrations → Unlinked (see Linking connections to initiatives), and remember value counts only once it's approved.

6. Still stuck?

Choose Report this issue beside the error on the connection's page or on a failed sync run. It opens a support ticket form with the connection and its error already attached, and the sync run too when you start from one, so we can dig into logs from our side. A rate limit doesn't offer it, because it clears by itself.

Next

• Managing a connection — pausing, editing a key, disconnecting and deleting