Help Center / Troubleshooting

Integration Sync Issues

This article covers troubleshooting for third-party integrations with CRM systems, Slack, payment processors, and other connected services.

Integration Overview

Light connects with many external systems to automate your workflows. This article helps you troubleshoot when those integrations aren't working properly.

General Integration Troubleshooting

Checking Integration Status

  1. Go to Settings (gear icon) → Integrations
  2. Review the list of connected apps
  3. Each integration shows its own status label, and the exact wording varies by integration. In general, a status like "Active" means it's working, while a status like "Not connected," "Expired," or "Action required" indicates a problem
  4. Click the integration to view detailed status

Common Integration States

Status labels are specific to each integration rather than a single shared set. For example:

  • Salesforce, Slack, Teams, Gmail: Active / Not connected
  • HubSpot or Salesforce: Active / Pending sync / Not connected
  • Bank connections: Active / Expired
  • Airwallex: Active / Inactive / Action required
  • Stripe: renders several states, including Disconnected, depending on the state of the connection
  • HRM (via Finch): Active

Check the specific integration's status label in your Light account rather than assuming a universal set of states.

Issue 1: Slack Integration Not Responding

Applies to: Slack

Symptoms

  • @Light bot doesn't respond in Slack
  • Messages to Light are ignored
  • "Bot not found" error appears

Solutions

  1. Verify Your Email Matches:
    • Light identifies you by matching your Slack account's email address to your Light user email
    • If the email on your Slack profile differs from the email you use to sign in to Light, the bot cannot resolve your user and won't respond
    • Update one of the emails so they match, or ask your admin to check
  2. Verify Bot Is in Channel:
    • Open the Slack channel where you're trying to use Light
    • Click the channel name at top
    • Look for Light in the members list
    • If missing, add Light to the channel from Slack's own channel members panel
  3. Mention the Bot:
    • Type @Light to mention the bot
    • If autocomplete doesn't find it, confirm Light is a member of the channel (see step 2)
  4. Check Bot Permissions in Slack (admin required):
    • Go to your Slack workspace settings
    • Click on Light's app
    • Verify it has permission to read and respond in channels
    • Enable missing permissions
  5. Re-authenticate the Slack Integration in Light (admin required):
    • Go to Settings (gear icon) → Integrations → Slack
    • Click Re-authenticate
    • Authorize Light to access your Slack workspace again
    • The bot should now respond
  6. Check Slack Workspace (admin required):
    • Verify Light is installed in the right Slack workspace
    • Go to App Directory in Slack
    • Search for Light
    • If not there, install it first

Tip: Direct messages to @Light sometimes work better than channel mentions if channel mentions are failing.

Issue 2: CRM Sync Not Working

Applies to: Salesforce, HubSpot

Symptoms

  • Customer or deal data not syncing from CRM
  • Light shows old data from days ago
  • Salesforce/HubSpot changes don't appear in Light

Solutions

  1. Verify Sync Is Enabled:
    • Go to Settings (gear icon) → Integrations → Salesforce or HubSpot
    • Check if sync is toggled On
    • If off, click to enable
  2. Know the Sync Schedule:
    • Sync schedules are managed by Light and are not configurable per company
    • Salesforce syncs run automatically roughly every 20 minutes
    • HubSpot imports run once per hour, and exports to HubSpot run once per hour on a separate schedule
    • If data is older than that, trigger a manual sync or check the connection
  3. Verify API Connection:
    • Click the integration to view connection status
    • If showing error, credentials may have expired
    • Click Delete connection, then reconnect and sign in with your CRM account again — this effectively re-authenticates the integration
  4. Check Permissions:
    • The CRM integration needs specific permissions
    • Go to your CRM account settings
    • Verify Light's connected app has necessary permissions
    • Grant any missing permissions
  5. Review Workflow Runs:
    • CRM records are processed through workflows (for example, Salesforce deals are turned into contracts by a workflow)
    • Go to Settings (gear icon) → Workflows and open the relevant workflow to review its runs
    • A failed run currently shows only a Failed status; the specific reason isn't displayed in that view. Contact support if you need help diagnosing why a record didn't sync

Issue 3: Payment Processor Webhook Not Firing

Applies to: Stripe

Symptoms

  • Payments show in processor but not in Light
  • Light doesn't get notified of new transactions

Solutions

  1. Check Connection Status:
    • Go to Settings (gear icon) → Integrations → Stripe
    • Verify the connection shows as active
    • Webhooks are configured automatically by Light when you connect — there is no webhook URL to set up or maintain yourself
  2. Verify the Event Exists in the Processor:
    • Check the processor's own dashboard to confirm the payment or event actually occurred
    • Light receives events as they happen after the integration is connected; records created before connecting may not appear automatically
  3. Reset the Connection:
    • If events stop arriving, the connection may need to be refreshed
    • Go to Settings (gear icon) → Integrations
    • For Stripe, click Disconnect if you connected via Stripe Connect (OAuth), or Delete connection if you connected with an API key — then reconnect
    • Reconnecting re-authorizes Light and restarts webhook delivery
  4. Contact Support:
    • If events are confirmed in the processor but still missing in Light, contact support
    • Include the transaction ID and approximate time so the delivery can be traced

Issue 4: Duplicate Bank Entries After Sync

Symptoms

  • Same transaction appears multiple times after sync
  • Data duplication increases with each sync
  • Can't tell which record is original

Solutions

  1. Identify Duplicates:
    • Look at transaction dates and amounts
    • Same transaction usually has similar timestamps
    • Check if amounts, dates, and descriptions match
  2. Delete Obvious Duplicates:
    • Keep the more complete/accurate record
    • Delete the duplicate
  3. Contact Support:
    • Light's integrations match records against their ID in the source system, so duplicates should not normally occur
    • If duplication is widespread or keeps recurring after cleanup, contact support with example records

Issue 5: Data Not Appearing in Light

Applies to: HubSpot (import/export direction), Salesforce (manual sync trigger); general steps apply to all integrations

Symptoms

  • Connected system has data but it's not in Light
  • Sync completes but nothing changes
  • Records from processor/CRM don't appear

Solutions

  1. Check Sync Direction:
    • Some integrations sync one way only, or have separate import and export directions (for example, HubSpot)
    • Import and export are set up as part of the integration's workflows rather than as independent on/off toggles, so check the relevant workflow to see which direction is active
    • If one-way, you may need to import manually
  2. Verify Permissions:
    • Light may not have permission to access the data
    • Go to your connected system
    • Check Light's app permissions
    • Enable "read" permission for the data type
  3. Review Workflow Runs:
    • Imported records are processed through workflows before they appear in Light
    • Go to Settings (gear icon) → Workflows and check the runs for the relevant workflow
    • A failed or skipped run indicates why a record didn't appear, though the workflow list currently shows only a Failed status without a detailed reason. Contact support for more detail if needed
  4. Manual Trigger:
    • For Salesforce, trigger a manual sync from the integration
    • Wait several minutes for sync to complete
    • If still missing, check the workflow runs for errors
  5. Check If Data Meets Criteria:
    • Some integrations only sync certain records
    • Example: Only syncing paid invoices, not open ones
    • Verify your record meets the sync criteria
    • Contact support if criteria are unclear

Issue 6: Performance Issues After Integration

Symptoms

  • Light is slower after enabling integration
  • Reports are taking longer to load
  • Interface is sluggish during sync

Solutions

  1. Allow Initial Syncs to Finish:
    • Syncs run in the background on Light's servers on fixed schedules
    • A large initial import can take a while to process; data appears progressively
    • Sync schedules and scope are managed by Light and are not configurable per company
  2. Check Browser Performance:
    • Clear browser cache
    • Close unnecessary tabs
    • Restart browser
    • Use modern browser (Chrome, Edge)
  3. Contact Support:
    • If performance issues persist
    • Provide details on what's slow

Issue 7: Credentials Expired

Applies to: all integrations; bank connections have additional handling, see step 5

Symptoms

  • Integration shows "disconnected" or "auth error"
  • "Invalid credentials" message appears
  • Integration stopped working after weeks of use

Solutions

  1. Reset the Connection:
    • Go to Settings (gear icon) → Integrations
    • Find the affected integration
    • For Slack, Teams, and HRM (Finch), click Re-authenticate
    • For other integrations (Salesforce, HubSpot, Gmail, Stripe, Airwallex, bank feed connections via GoCardless or Plaid), click Delete connection, then reconnect
    • Sign in again with your connected system credentials
  2. Update Password:
    • If you recently changed your password at the connected system, use the new password when reconnecting
  3. Refresh OAuth Token:
    • For OAuth-based integrations, re-authenticate (Slack, Teams, HRM) or delete and reconnect (other integrations)
    • This refreshes the authorization token and should resolve auth errors
  4. Check App Permissions:
    • Go to your connected system
    • Review Light's authorized app
    • Permissions may have been revoked — re-authorize Light
  5. Special Handling for Banks:
    • API credentials for bank connections may expire due to the bank's permissions
    • Review the bank's connected app settings
    • Delete the connection and reconnect if credentials expired

Issue 8: Sync Stalls or Records Don't Sync, No Error Shown

Applies to: HubSpot, Salesforce

Symptoms

  • HubSpot sync runs on schedule but no new records appear, and the same old data keeps showing up run after run
  • For Salesforce, most records sync fine but a handful never appear in Light, with no visible error message
  • The stalled point or the affected records stay consistent across syncs, not random

Solutions

  1. Contact Support:
    • A HubSpot sync can occasionally stall on a specific record type, and a Salesforce record with invalid, missing, or unexpected data can sometimes block itself, and occasionally nearby records, from syncing
    • Contact support with the affected integration and the specific records or approximate time it stalled, so it can be checked
  2. Fix the Underlying Record:
    • If support identifies a specific problem record or field, correct or remove it at the source
    • Trigger a manual sync (Salesforce) or wait for the next scheduled run to confirm the fix took effect

Issue 9: Deleted Records Still Appear in Light

Applies to: Salesforce, HubSpot

Symptoms

  • A record was deleted in the CRM but is still visible in Light
  • Deleting data at the source doesn't remove it from Light

Solutions

  1. Understand the Current Behavior:
    • CRM syncs currently sync based on when a record was last modified, and deletions at the source may not be reflected in Light
    • A deletion in the CRM will not automatically remove the record from Light
  2. Remove the Record Manually:
    • Delete the record directly in Light if it's no longer needed
    • There's no automatic cleanup for source-side deletions — treat this as an expected limitation rather than a sync error

Issue 10: Integration Silently Stops Working

Applies to: bank connections, Stripe, HRM (Finch)

Symptoms

  • An integration (bank, Stripe, HRM/Finch, or similar) was working fine, then data quietly stops appearing
  • No error was shown to the user at the time it stopped
  • Discovered only when checking Light after several days

Solutions

  1. Check for an Expired Connection:
    • Bank connections, Stripe, and HRM (Finch) connections can expire or lapse without a proactive notification to the user
    • Go to Settings (gear icon) → Integrations and check the integration's status for an expired, inactive, or action-required state
  2. Reset the Connection:
    • For HRM (Finch), click Re-authenticate
    • For bank connections and Stripe, click Delete connection, then reconnect and sign in again — remember to check the cut-off date for when the new bank feed needs to flow from
    • Consider periodically checking integration status for accounts where timely data matters

Issue 11: Second Slack Workspace Overwrites the First

Applies to: Slack

Symptoms

  • Connecting Light to a new Slack workspace causes the bot to stop responding in the original workspace
  • Only one Slack workspace ever seems to be connected, even after connecting a second

Solutions

  1. Know the Limitation:
    • Light currently supports connecting one Slack workspace per company; connecting a second workspace replaces the stored connection for the first
    • This is expected behavior, not an error
  2. Reconnect the Workspace You Need:
    • If you need to switch back, go to Settings (gear icon) → Integrations → Slack and re-authenticate with the workspace you need
    • If you need Light active in multiple Slack workspaces simultaneously, contact support to discuss options

Issue 12: Syncs or Notifications Fail Under Heavy Load

Applies to: Salesforce, HubSpot, Slack

Symptoms

  • Syncs or Slack notifications fail intermittently during very large bulk operations
  • Errors appear more often during large imports or unusually busy periods

Solutions

  1. Stagger Large Operations:
    • Very large bulk imports or exports can occasionally slow down syncing
    • Where possible, stagger large operations rather than running them all at once
  2. Retry Later:
    • If a sync or notification fails during a high-traffic period, wait and trigger it again once load has decreased
  3. Contact Support:
    • If failures during normal (non-bulk) usage are frequent, contact support so the affected integration can be reviewed

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