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Why isn't data syncing from integrations?

Sync issues can occur for various reasons. Here's step-by-step diagnostic instructions.

Step 1: Check Integration Status​

  1. Open Integrations
  2. Find problematic integration
  3. Check status:
    • 🟢 Green - everything works correctly
    • 🟡 Yellow - warnings (partial sync)
    • 🔴 Red - connection error

Step 2: Verify Credentials​

For Keitaro​

What to check:

  • API key is current
  • Server URL specified correctly (with https://)
  • Server is accessible

How to fix:

  1. Open Keitaro integration
  2. Go to settings
  3. Update API key
  4. Click "Test Connection"

For Facebook​

What to check:

  • Access token not expired
  • Accounts not blocked by Facebook
  • Access permissions granted correctly

How to fix:

  1. Open Agency
  2. Check account status
  3. If account 🔴 blocked - resolve issue in Facebook
  4. Reconnect integration

For BroCards​

What to check:

  • API key is valid
  • Account is active
  • Access permissions configured

How to fix:

  1. Check key in BroCards personal account
  2. Update key in PostTrack
  3. Restart sync

Step 3: Review Sync Logs​

  1. Open problematic integration
  2. Go to "Logs" tab
  3. Review recent entries:
    • Last successful sync time
    • Error details
    • Number of imported records

Typical errors:

"Authentication failed"​

  • Cause: Invalid API key or token
  • Solution: Update credentials

"Connection timeout"​

  • Cause: Server unavailable
  • Solution: Check URL and server availability

"Permission denied"​

  • Cause: Insufficient access permissions
  • Solution: Grant necessary permissions in source

"Rate limit exceeded"​

  • Cause: API request limit exceeded
  • Solution: Reduce sync frequency

Step 4: Check Sync Settings​

Update Frequency​

Too frequent sync:

  • Can lead to API limit violations
  • Recommended: every 6 hours or daily

How to change:

  1. Open integration settings
  2. Find "Sync Frequency"
  3. Select optimal period
  4. Save

Data Filters​

Check filters:

  • Filters may be configured too strictly
  • Data filtered out and not imported

How to check:

  1. Open integration settings
  2. Check date filters
  3. Check condition filters
  4. Temporarily disable filters for testing

Step 5: Restart Sync​

Manual start:

  1. Open integration
  2. Click "Sync Now" button
  3. Wait for completion (5-10 minutes)
  4. Check result

If doesn't help:

  1. Disable integration
  2. Wait 1 minute
  3. Enable again
  4. Start sync

Step 6: Check Source Data​

For Keitaro​

  1. Login to Keitaro panel
  2. Check if data exists for needed period
  3. Ensure campaigns are active
  4. Verify API is enabled

For Facebook​

  1. Login to Facebook Ads Manager
  2. Check account status
  3. Ensure there's spend for period
  4. Verify account access permissions

Common Problems and Solutions​

Data not updating in real-time​

This is normal:

  • Sync happens on schedule
  • Update can take 5-10 minutes
  • For instant update use "Sync Now"

Data exists in source but not in PostTrack​

Check:

  1. Correct period selected in reports
  2. No filters hiding data
  3. Integration synced after data appeared
  4. User permissions allow seeing data

Partial Sync​

Possible causes:

  • Source API limits
  • Timeouts with large data volumes
  • Data filtering by conditions

Solution:

  • Reduce sync period
  • Split into multiple integrations
  • Contact support

Data Duplicates​

Cause: Integration run multiple times

Solution:

  1. Delete duplicate records manually
  2. Or contact support for cleanup

Checking Mappings (for Facebook + Keitaro)​

If sync works but data doesn't combine:

  1. Open Agency → Mappings
  2. Check that mapping is created
  3. Ensure linking parameters match:
    • Ad ID in Facebook = external_id in Keitaro
    • Or campaign names match
  4. Check matching history
  5. Fix mapping parameters

More details: How to set up mappings

When to Contact Support​

Contact support if:

  • Checked all steps above
  • Data not syncing for more than 24 hours
  • Unclear errors in logs
  • Problem repeats regularly

What to include in request:

  1. Integration name (Keitaro, Facebook, etc.)
  2. Sync log screenshot
  3. Period with missing data
  4. What you already tried to fix

Contacts:

Important​

  • Patience - sync can take time
  • Logs - always check logs for diagnostics
  • Credentials - regularly verify token validity
  • Support - don't hesitate to ask for help

Related sections: