Integrations troubleshooting
Fixes for the problems that come up across integrations: failed connections, a source that stopped, author details that did not fill in, and Endorsal imports.
Connecting
It says Unable to connect, or the dialog shows another error
Nothing was saved, and your current source still works.
Copy the key or token again from the other tool, with no extra spaces.
Check that it belongs to the right account, publication or list.
If it still fails, create a new key in that tool and paste that one.
Some tools need a detail to be just so:
ActiveCampaign: the Account URL ends at .com, with no slash.
HubSpot: the private app needs read access to contacts.
Kit: the form asks for an API v4 key.
Mailchimp: the key includes its ending, such as -us1.
KeyMetriq: all of the fields are filled in. See KeyMetriq.
My lookup source stopped after I clicked Test connection
When you test a new tool and the test passes, your current source is turned off straight away, even if you then click Cancel. Connect one of the two again. Next time, skip the test and click Connect, which runs the same check. See Integrations overview.
I disconnected a source by mistake
There is no undo. Click Connect on it and paste the details again. For ActiveCampaign, also enter the Contact Avatars field name again.
Clicking does nothing, or the page acts strangely
Your session may have ended. Reload the page, sign in if asked, and try again.
Author details
A new testimonial did not get any details
Check these in order:
Does the testimonial have an Author Email? The automatic lookup runs only when AI reads an email on a capture. If it has one now, click Lookup Contact in the Details card.
If it has no email, click Find Email to search by name. See Find one author's email.
Is your source marked Active under Settings > Integrations?
Does your source name the field the way we expect? See that tool's article.
CSV rows and uploaded videos are not looked up by themselves. Use Lookup Contact on each one that has an email.
Lookup Contact shows an error
The message says | What it means |
|---|---|
No lookup integrations returned contact data | The address is not in your source, or the source could not be reached. |
All fields already populated | The contact was found, and there is nothing empty to fill in. |
No active lookup integrations | No source is connected. |
A field did not change after I updated it in my CRM
Lookups fill empty fields only. Change it on the testimonial. See Editing a testimonial.
Tags or phone numbers did not come across
They never do. See Integrations overview.
Find Email is missing
It shows only on a testimonial with no email, while a lookup source is active and your email setup is complete. Find author emails troubleshooting has more.
Run sync is slow
We space out requests to stay within each tool's limits, so a long list takes a while. Leave it running.
Endorsal imports
Testimonials added to Endorsal are not here
Imports run only when you click Import under Import Sources. Click it, then check Import history. Nothing is imported on a schedule.
An import shows Failed or Completed with errors
Import history explains each entry, and Import from Endorsal has the fixes.
API tokens
See the error list in API tokens.
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