If you are experiencing issues with your integration not triggering, or not sending data to the app you connected, there are a few steps you can take to troubleshoot the problem and get the connection working again.
Follow along this article for some of the most common reasons as to why the integration might not be working, and learn how to troubleshoot each one.
Confirm Whether the Connection Is Properly Set Up or Not
Making sure that everything is set up correctly is the first step to take here.
For this, we recommend following the steps from the Integrations article, which explains how to create a connection and then connect it to your project.
If you then need to set up custom fields in order to receive data, make sure to check the respective help article for the integration you're using.
Check the Integration’s Status
Head over to the your project's "Responses" page, click the "Responses" tab, pick the latest submission and scroll all the way down to the "Integrations" section. Here, you can check your integration's status.
Different statuses are associated with different problems, so we'll go over them:
Integration Is Pending (Hourglass Icon)
This simply means the integration triggered and is being processed.
We do not have an SLA for integrations, the average time it takes to send data over is between 30-60 seconds.
If you notice that the integration has been pending for an unusual amount of time (eg. 30 minutes) then make sure to get in touch with the support team so they can have it looked into.
Integration Didn’t Trigger (Integration Icon Is Greyed Out)
If the integration didn’t trigger, start by checking if you have the "Only trigger integration when opt-in checkbox element was selected" option enabled.
You can check this by accessing your project's "Connect" page and clicking the button "Manage Custom Fields" on the integration - in our example, Flodesk didn't trigger, so we will check that integration.
In our case we have this option enabled, so the next step here will be to check if our opt-in checkbox is set to send data over to Flodesk.
ℹ️ This option is not mandatory, it will be up to you to decide whether the integration should only trigger when the checkbox is ticked or not. With this being said, in some cases it can happen that this option has been enabled by accident, if this is the case for you then simply disable it and that should solve the problem.
If you want to use this feature however, then keep reading the article.
Open your project in the editor and check your opt-in checkbox settings, namely the "Send Data to Integration" section. In our case, we don't have the opt-in checkbox set to send data to Flodesk, this is why the integration didn't trigger.
If we change the dropdown's option from "None" to "Flodesk", that will solve the problem.
ℹ️ If you have more than one integration that requires the checkbox to be ticked, then pick the "All integrations" option instead.
If you connected the integration to your project after the submissions were created, then the integration icon will also be greyed out in this situation too. In this case make sure to check this help article here.
Integration Failed (! Icon)
If the integration failed, make sure to click the integration icon and check the full error message for clues.
In our example we're only hovering the cursor over the integration icon, and although the error message is cut, we can already tell that the Mailchimp integration failed because the email that the participant entered on that submission was fake/invalid.
In this case we could use one of the features mentioned in this article to always ensure the emails that are provided are real ones.
More often than not, it is possible for you to troubleshoot the problem based on the error message's content. However if you figure that you cannot understand the error message, or you're only given a generic message, then make sure to get in touch with our support team so they can look into it.
Check Your Opt-in Checkbox Settings
If you have more than one opt-in checkbox in your project, then make sure that they're not both set to send data to the same integration.
Doing this will have a toggle effect. For example, if we have two opt-in checkboxes, each one set to send data to Salesforce, what will happen is that if you tick the first checkbox you're toggling on the option for the data to be sent to the integration, but if you tick the second checkbox, you'll toggle this option off. So in the end, no data will be sent.
Remember you can have an opt-in checkbox set to send data to several integrations, but you shouldn't have several opt-in checkboxes all sending data to the same integration.
If even after trying going through the above troubleshooting, you integration problem persists, reach out to our support team for help.