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Troubleshooting Integrations

Common integration issues and how to resolve them

Hayden Zammit Meaney avatar
Written by Hayden Zammit Meaney
Updated today

Troubleshooting Integrations

Integrations occasionally run into issues. This guide covers common problems and their solutions, helping you get your connections working smoothly again.

General troubleshooting steps

Before diving into specific issues, try these steps:

1. Check integration status

- Green (Connected) — working normally - Yellow (Attention needed) — requires action - Red (Disconnected) — not working

2. Review error messages

Look for specific error messages:

  • Click on the integration

  • Check for any error notifications

  • Read the message carefully — it often explains the issue

3. Reconnect the integration

Many issues resolve with a fresh connection:

  • Disconnect the integration

  • Wait 30 seconds

  • Reconnect and re-authorise

  • Test the functionality

4. Check the connected service

The problem might be with the external service:

  • Log in to the connected service directly

  • Check their status page for outages

  • Verify your account is active

  • Ensure you have the right permissions

Payment integrations (Stripe)

Connection issues

Problem: Can't connect to Stripe Solutions:

  • Ensure you're signing into the correct Stripe account

  • Allow pop-ups for the authorisation window

  • Check your Stripe account is fully activated

  • Try a different browser

Payments not processing

Problem: Customers can't complete payments Solutions:

  • Verify your Stripe account isn't restricted

  • Check for verification requirements in Stripe Dashboard

  • Ensure your products have prices set

  • Test with Stripe's test card numbers

  • Review Stripe's payment logs for errors

Refunds failing

Problem: Can't process refunds through Launchpad Solutions:

  • Check the original payment was successful

  • Verify sufficient balance in your Stripe account

  • Ensure the payment isn't too old (over 180 days)

  • Try processing the refund directly in Stripe

Payouts not arriving

Problem: Money isn't reaching your bank account Solutions:

  • Verify bank details in Stripe Dashboard

  • Check your payout schedule settings

  • Look for any account holds or verification requirements

  • Contact Stripe support if issues persist

Calendar integrations

Sync not working

Problem: Bookings not appearing in Google/Outlook Calendar Solutions:

  • Verify the integration shows as connected

  • Check you selected the correct calendar

  • Allow time for sync (can take up to 15 minutes)

  • Trigger a manual sync if available

  • Check the calendar isn't full or at capacity

Wrong times showing

Problem: Booking times are incorrect in the external calendar Solutions:

  • Verify timezone settings in Launchpad match your location

  • Check timezone settings in Google/Outlook

  • Ensure your computer's timezone is correct

  • Reconnect the integration

Events not blocking availability

Problem: Personal calendar events don't block Launchpad bookings Solutions:

  • Ensure events are marked as "Busy" not "Free"

  • Verify two-way sync is enabled

  • Check events are on the connected calendar (not a different one)

  • Allow time for sync to complete

Duplicate events

Problem: Same booking appears multiple times Solutions:

  • Check you haven't manually created events

  • Verify only one calendar integration is active per calendar

  • Review sync direction settings

  • Manually delete duplicates and monitor for recurrence

ATDW integration

Connection failures

Problem: Can't connect to ATDW Solutions:

  • Verify your ATDW credentials are correct

  • Check your ATDW account is active

  • Ensure API access is enabled for your organisation

  • Contact your state tourism body for access issues

Products not syncing

Problem: Launchpad products don't appear in ATDW Solutions:

  • Check product mapping is complete

  • Verify products meet ATDW requirements

  • Review any rejection messages from ATDW

  • Ensure all required fields are filled in

Image issues

Problem: Photos not appearing in ATDW listings Solutions:

  • Check images meet size requirements (minimum 2048x1536)

  • Verify images are JPEG or PNG format

  • Ensure images are high quality without watermarks

  • Re-upload images at higher resolution

Accounting integrations (Xero)

Invoices not creating

Problem: Bookings don't generate Xero invoices Solutions:

  • Check the integration is connected to the right Xero organisation

  • Verify invoice sync is enabled in settings

  • Ensure bookings are confirmed (not pending)

  • Check for mapping issues with accounts

Duplicate invoices

Problem: Same invoice appears twice in Xero Solutions:

  • Check you haven't manually created matching invoices

  • Review sync settings for double-entry issues

  • Verify only one connection to Xero exists

  • Use invoice reference numbers to identify duplicates

GST not matching

Problem: Tax amounts differ between systems Solutions:

  • Review GST settings in Launchpad

  • Check Xero tax configuration

  • Verify product prices include/exclude GST correctly

  • Consult your accountant for guidance

Payment sync issues

Problem: Payments not matching invoices in Xero Solutions:

  • Check payment account mapping

  • Verify payments were successful in Launchpad

  • Review matching rules in Xero

  • Manually match if automatic matching fails

Marketing integrations

Mailchimp not receiving contacts

Problem: Customers don't appear in Mailchimp audience Solutions:

  • Verify the correct audience is selected

  • Check customers have valid email addresses

  • Look in Mailchimp's "Cleaned" or "Unsubscribed" lists

  • Allow time for sync to complete

Google Analytics not tracking

Problem: No data appearing in Analytics Solutions:

  • Verify your Measurement ID is correct

  • Check the integration is enabled

  • Wait 24-48 hours for data to appear

  • Use Real-time reports to test immediately

  • Check for ad blockers interfering

Facebook Pixel not firing

Problem: Events not appearing in Events Manager Solutions:

  • Verify Pixel ID is correct

  • Use Meta Pixel Helper to debug

  • Check for ad blockers or privacy extensions

  • Allow 20 minutes for events to appear

  • Complete a test booking to trigger events

API and webhook issues

API authentication failing

Problem: API calls return 401 unauthorised Solutions:

  • Verify your API key is correct

  • Check the key hasn't been revoked

  • Ensure you're using the Bearer token format

  • Confirm the key has required permissions

Rate limiting

Problem: Getting 429 (Too Many Requests) errors Solutions:

  • Reduce request frequency

  • Implement caching in your application

  • Check for infinite loops in your code

  • Contact support about limit increases if needed

Webhook not receiving events

Problem: Your endpoint never receives data Solutions:

  • Verify your endpoint URL is correct and accessible

  • Check your server is running and accepting requests

  • Review webhook delivery history for errors

  • Test the endpoint independently

  • Check firewall settings

Webhook signature verification failing

Problem: Can't verify webhook authenticity Solutions:

  • Verify you're using the correct webhook secret

  • Ensure you're hashing the raw request body

  • Check for encoding issues

  • Verify the signature header is being read correctly

Zapier issues

Zap not triggering

Problem: Your Zap never runs Solutions:

  • Verify the Zap is turned on

  • Check the Launchpad connection is active

  • Test the trigger in Zapier

  • Ensure the triggering event actually occurred

  • Check Zap run history for errors

Wrong data being sent

Problem: Actions receive incorrect information Solutions:

  • Review field mapping in your Zap

  • Verify you're using correct Launchpad fields

  • Test with fresh sample data

  • Check if field names have changed

When to contact support

Contact Launchpad support if:

  • You've tried the troubleshooting steps without success

  • Error messages don't make sense

  • The integration worked before but suddenly stopped

  • You need to escalate to the connected service

  • You're experiencing data loss or corruption

What to include

When contacting support, provide:

  • Which integration has issues

  • What you were trying to do

  • Error messages you received

  • Steps you've already tried

  • Screenshots if possible

  • When the issue started

Preventing future issues

Regular maintenance

  • Check integrations weekly — quick status review

  • Update credentials — when passwords change

  • Review permissions — ensure nothing has changed

  • Monitor for emails — services often send warning notices

Stay informed

  • Watch for update notifications — in Launchpad and connected services

  • Check status pages — when issues arise

  • Follow service announcements — for planned changes

Most integration issues have simple solutions — check the basics first, and don't hesitate to reach out if you need help.

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