Integration Sync Issues

What is this page about: What to do when a third-party integration (CRM, Slack, payment processor, or other connected service) isn't syncing correctly, how to read each integration's connection status, sync schedules and manual-sync rules, common errors like duplicate entries or currency mismatches, and edge cases such as stalled syncs, records deleted at the source, and silent connection expiry.

# On this page

• Integration Overview
• General Integration Troubleshooting
• Issue 1: Slack Integration Not Responding
• Issue 2: CRM Sync Not Working
• Issue 3: Payment Processor Webhook Not Firing
• Issue 4: Duplicate Bank Entries After Sync
• Issue 5: Data Not Appearing in Light
• Issue 6: Performance Issues After Integration
• Issue 7: Credentials Expired
• Issue 8: Sync Stalls or Records Don't Sync, No Error Shown
• Issue 9: Deleted Records Still Appear in Light
• Issue 10: Integration Silently Stops Working
• Issue 11: Second Slack Workspace Overwrites the First
• Issue 12: Syncs or Notifications Fail Under Heavy Load
• Related Articles

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 > 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 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 (admin required)
   • 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 Light > Settings > 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 > Integrations > Salesforce or HubSpot
   • Check if sync is toggled On
   • If off, click to enable

2. Know the Sync Schedule:

   • Light manages sync schedules directly; they aren't 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 > Workflows and open the relevant workflow to check whether it's published and 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 > Integrations > Stripe
   • Verify the connection shows as active
   • Light configures webhooks automatically when you connect and handles the URL for you

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 > 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 > 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
   • Light manages sync schedules and scope directly; neither is 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 > 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 authorisation token
   • 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 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 Behaviour:

   • CRM syncs currently sync based on when a record was last modified, and deletions at the source may not be reflected in Light
   • If this is confirmed, 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. Source-side deletions currently require manual cleanup here rather than being removed automatically, so treat this as an expected limitation, not 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 > 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 behaviour, not an error

2. Reconnect the Workspace You Need:

   • If you need to switch back, go to Settings > 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

# Related Articles

• Common issues and solutions
• Bank connection troubleshooting
• Data import errors
• Contacting Light support