Troubleshoot sync, authorization, mapping, and duplicate-data issues

Identify the stage that failed

Separate the problem into one of four stages:

Authorization: the provider did not grant or retain access.
Connection: TimeSentry cannot use the saved external account.
Mapping: a TimeSentry record is not linked to the correct external record.
Synchronization: an import or export failed, is delayed, or returned a partial result.

Record the active company, integration, connection name, operation, time, affected record, and full error message.

Check scope and mappings

Verify that the active TimeSentry company and external company, tenant, workspace, or account match. Inspect client/customer, project/matter, account/category, employee, and status mappings relevant to the operation. A successful connection cannot compensate for a missing or incorrect mapping.

Prevent duplicates

When a result is uncertain, do not immediately retry. Search TimeSentry and the external service using stable identifiers such as invoice number, date, amount, customer, or project. Look for an external link or synchronization identifier on the TimeSentry record. Retry only after determining that the earlier operation did not succeed.

Reauthorize carefully

Confirm provider account status, required admin consent, and plan access. If access was revoked or expired, reconnect the same intended account. Removing and recreating a connection can separate it from existing mappings, so capture the current configuration first.

Escalate with useful evidence

Provide the connection name, external organization, exact action, timestamp and time zone, affected record IDs or URLs, error text, and whether the record exists in either system. Do not send passwords, API secrets, authorization codes, or full access tokens.