Support follow-up: data not updating
Email thread Vellacott Payments: documents · support
Femi Olatunji reports the same source has stopped updating again, with partnerships and complaints teams and the COO asking. Cause appears to be a customer-side permissions change; ticket stays open until a clean run.
What was said
What this says
Current to 11 Oct 26Femi Olatunji reports the same source has stopped updating again, with partnerships and complaints teams and the COO asking. Cause appears to be a customer-side permissions change; ticket stays open until a clean run.
Ask: Femi wanted to know who owns the problem and what happens next. Olivia Grant took ownership, confirmed the connector was not loading new records and that credentials were valid.
Customer view: Femi is worried and says business teams are asking why figures look old. By 11 Aug 2026 he traced the stop to a permissions change on their source system and asked for the permissions to be restored.
Next: the ticket stays open until a clean run is seen, and the COO wants an update.
The thread
Updated 9 Oct 26Messages
Olivia Grant 5 Aug 2026 09:58Hello Femi, I'm Olivia, from the support team at BB-Demo. I've taken over your open ticket and read through the history. To help me investigate, could you tell me which connector is affected and roughly when you first saw the problem? If you can include the most recent run details from the connector page, that would be very helpful. Kind regards, Olivia
Femi Olatunji 5 Aug 2026 11:21Olivia, Thanks for the quick response. I'm worried about this, to be honest. It is the same source as the earlier ticket and the data has stopped updating again. Our partnerships and complaints teams use these records every day, and they are starting to ask me why the figures look old. The last successful run is on the connector page. I have not changed anything at our end. Can you tell me who owns this on your side and what happens next? Femi- Olivia Grant 7 Aug 2026 11:17Hello Femi, Thank you for the detail, and I understand why your teams are asking. I own this ticket and I am working on it with our engineering colleagues. What I can confirm so far is that the connector is not loading new records, and your credentials are valid. I have not yet established the cause, so I would rather not guess. I would like you to check one thing for me: has anyone changed permissions or a configuration on the source system in recent weeks, even something small? I'll write again as soon as I have something confirmed. Kind regards, Olivia
- Femi Olatunji 11 Aug 2026 09:22Olivia, I checked with a colleague in IT. A permissions change was made on the source system a few weeks ago, which fits when the data stopped. I'm sorry I didn't spot that sooner. I have asked for the old permissions to be restored and will tell you as soon as that is done. Please keep the ticket open until we have seen a clean run. Our COO is asking about this too, so I'd appreciate an update as soon as you have one. Thanks, Femi