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A billing data source stopped loading after rejected credentials. Alan Rennie traced it to a changed service account password, updated it, and confirmed records loading again by 9 Apr 2026.

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Current to 14 Oct 26

A billing data source stopped loading after rejected credentials. Alan Rennie traced it to a changed service account password, updated it, and confirmed records loading again by 9 Apr 2026.

Issue: One billing connector stopped loading new records. Bethan Lister saw the same rejected-credentials message in the logs.

Customer view: Alan was responsive, found the cause with IT, and said the numbers look right. He asked for the ticket to be closed.

Next: The ticket can close. The cause was a customer-side password change.

AI · claude-sonnet-5-5 · 14 Oct 2026

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Updated 9 Oct 26

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Messages4

First message2026-04-07

Last message2026-04-09

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Bethan Lister 7 Apr 2026 10:36
to Alan Rennie
Hi Alan, I've picked this up. Just so I've got this right: one of your billing data sources has stopped loading new records into the brain since the weekend, and the other connectors are fine. Can you try this and tell me what you see? 1. Open the connector page and check the last sync time. 2. Re-run the sync from there. 3. Send me the exact error text if one appears. Thanks, Bethan
Alan Rennie 7 Apr 2026 12:31
to Bethan Lister
Hi Bethan, Thanks for the quick reply. I re-ran the sync and it failed again. The error says the credentials were rejected. I think our team changed the service account password last week, but I'll need to check with a colleague in IT. Alan
Bethan Lister 8 Apr 2026 16:47
to Alan Rennie
Hi Alan, That fits what I'm seeing on our side: the same rejected-credentials message in the logs at the time of each failed run. Once your colleague in IT has the new details, update them on the connector page and re-run the sync. Can you tell me what you see afterwards? I'll keep the ticket open until you confirm it works. Thanks, Bethan
Alan Rennie 9 Apr 2026 15:02
to Bethan Lister
Hi Bethan, IT gave me the new password this morning. I've updated it and the sync ran through cleanly this afternoon. Records are loading again and the numbers look right to me. You can close the ticket. Thanks, Alan

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