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Integration Connection Issues

Troubleshooting guide for problems connecting to third-party services, APIs, and external platforms.

Hayden Zammit Meaney avatar
Written by Hayden Zammit Meaney
Updated today

Integration Connection Issues

Integrations connect Tourism Accelerator with other platforms you rely on. When these connections have problems, it can disrupt your workflow. Let's diagnose and fix the most common integration issues.

Understanding Integration Status

Before troubleshooting, check your integration status:

  • Go to Settings > Integrations

  • Look for status indicators:

- Connected: Working properly - Warning: Partial issues - Disconnected: Not working - Error: Needs attention

Common Integration Issues

"Connection Failed" Error

The integration can't reach the external service:

Possible causes:

  • The external service is down

  • Your credentials have expired

  • Network issues

Solutions:

  • Check if the external service is working (visit their website/status page)

  • Wait 15-30 minutes and try reconnecting

  • If using API keys, verify they're still valid

  • Try disconnecting and reconnecting the integration

"Authentication Failed" Error

Your login credentials aren't working:

Solutions:

  • Re-authorise the connection:

- Disconnect the integration - Reconnect and log in again - Grant all requested permissions

  • Check your credentials:

- Verify username/email is correct - Reset password on the external service if needed - Ensure you're using the right account

  • Check API keys (if applicable):

- Log into the external service - Generate new API keys - Update the keys in Tourism Accelerator

"Permission Denied" Error

The integration doesn't have access to do what's needed:

Solutions:

  • Disconnect and reconnect the integration

  • When reconnecting, ensure you grant all requested permissions

  • Check your account level on the external service – some features require paid plans

  • Verify you have admin access on the external platform

"Rate Limit Exceeded" Error

Too many requests were made to the external service:

Solutions:

  • Wait an hour before trying again

  • Reduce sync frequency if adjustable

  • Contact support if this happens frequently

Platform-Specific Issues

Payment Gateway (Stripe) Issues

Connection problems:

  • Log into your Stripe dashboard

  • Check for any alerts or required actions

  • Verify your account is in good standing

  • Reconnect if needed

Webhook issues:

  • Check Stripe dashboard > Developers > Webhooks

  • Verify the webhook endpoint is correct

  • Check for failed webhook deliveries

  • Contact support if webhooks are failing

Calendar Sync (Google Calendar, Outlook)

Not syncing:

Channel Managers (Airbnb, Booking.com)

Listings not updating:

  • Check your listing IDs are correctly mapped

  • Verify your account credentials on the channel

  • Check for any account alerts on the channel platform

  • Try a manual sync

Availability not syncing:

  • Verify calendar sync is enabled for the channel

  • Check the sync frequency settings

  • Force a manual sync and check results

Email Marketing (Mailchimp, etc.)

Contacts not syncing:

  • Verify the integration is connected

  • Check which list/audience is selected

  • Verify contacts meet any list criteria

  • Check for sync errors in the integration settings

Accounting Software (Xero, MYOB)

Invoices not syncing:

  • Verify accounting integration is connected

  • Check account mapping is correct

  • Verify you have appropriate permissions in accounting software

  • Check for sync errors or conflicts

Reconnecting an Integration

If an integration stops working, try reconnecting:

Step 1: Disconnect

  • Go to Settings > Integrations

  • Find the problematic integration

  • Click Disconnect or Remove

  • Confirm the disconnection

Step 2: Wait

  • Wait 30 seconds before reconnecting

  • This ensures the old connection is fully cleared

Step 3: Reconnect

  • Click Connect on the integration

  • Follow the authorisation prompts

  • Log into the external service if required

  • Grant all requested permissions

  • Complete any setup steps

Step 4: Verify

  • Check the integration shows as "Connected"

  • Test the integration functionality

  • Verify data is syncing correctly

Checking External Service Status

Sometimes the problem is with the external service:

Check Service Status Pages

  • Stripe: status.stripe.com

  • Google: status.cloud.google.com

  • Microsoft: status.office.com

  • Xero: status.xero.com

Check Social Media

Services often announce issues on Twitter/X before updating status pages.

Wait for Resolution

If the external service is down:
​

  • There's nothing to fix on your end

  • Wait for the service to recover

  • Your integration should resume automatically


​

API Key and Credential Management

Regenerating API Keys

If you suspect your API key is compromised or expired:

  • Log into the external service

  • Navigate to API or developer settings

  • Generate new API keys

  • Update the keys in Tourism Accelerator immediately

  • Delete the old keys from the external service

Keeping Credentials Secure

  • Never share API keys or passwords

  • Use unique credentials for each integration

  • Regularly review connected applications

  • Revoke access for integrations you no longer use

Data Sync Issues

Data Not Appearing in External Service

  • Check sync frequency – some syncs aren't instant

  • Verify the data meets the external service's requirements

  • Check for mapping or field configuration issues

  • Look for sync error messages

Duplicate Data

If you're seeing duplicates:

  • Check if the integration has "duplicate detection" settings

  • Verify unique identifier fields are mapped correctly

  • Review recent sync logs for errors

  • Contact support if duplicates persist

Missing or Incorrect Data

  • Check field mapping configuration

  • Verify required fields are being sent

  • Check for data format issues (dates, currencies, etc.)

  • Review sync settings for any filters

Testing Integrations

Create a Test Transaction

  • Make a test booking or transaction

  • Verify it appears in the connected service

  • Check all data transferred correctly

  • Delete the test data when done

Review Sync Logs

  • Go to Settings > Integrations

  • Select the integration

  • Look for sync history or logs

  • Check for any errors or warnings

When to Contact Support

Reach out if you experience:

  • Persistent connection failures after troubleshooting

  • Error messages you don't understand

  • Data loss or corruption concerns

  • Integration features not working as documented

Contact us:

Include:

  • Which integration is affected

  • Error messages (screenshots help)

  • When the issue started

  • Steps you've already tried

We'll help get your integrations working smoothly.

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