Timesheet and mailbox connectors stopped syncing
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Delancey Haig: documents · Timesheet and mailbox connectors stopped syncing
Holly reported both timesheet/invoicing and mailbox connectors failed on 10 Mar 2026 with authentication errors. Both external providers had rotated their API credentials; Bethan requested new credentials be supplied to reconnect the connectors.
What happened
What this says
Current to 12 Oct 26Holly reported both timesheet/invoicing and mailbox connectors failed on 10 Mar 2026 with authentication errors. Both external providers had rotated their API credentials; Bethan requested new credentials be supplied to reconnect the connectors.
Problem: On 10 Mar 2026, both the timesheet and mailbox connectors failed with authentication errors after both external providers rotated their API credentials. Root cause: Provider-side authentication updates, not customer changes. Handling: Bethan escalated to the platform team and requested new API key from the timesheet provider and new authentication token from the mailbox provider so the connectors could be reconnected. First response was 2 hours 15 minutes.
Details
Updated 9 Oct 26Trail
created · Holly Tranter 10 Mar 2026 10:38Our timesheet and invoicing connector and our mailbox connector have both stopped working this morning. Both are showing authentication errors. We're not pulling any new timesheet data or emails into the brain now, which means our client directors can't see current invoices or recent client conversations. We haven't made any changes on our side, so not sure what's happened.- public_reply · Bethan Lister 10 Mar 2026 12:53Just so I've got this right, both the timesheet connector and the mailbox connector started failing this morning and are showing authentication errors. Have you or your IT team made any recent changes to either of those systems, or do you know if the providers pushed any updates to their authentication setup? Thanks, Bethan
- public_reply · Holly Tranter 11 Mar 2026 09:58I checked with our IT team. The timesheet provider made changes to their API authentication recently. The mailbox provider also updated their authentication process. Both changes happened around the same time. We didn't make any changes on our end.
- internal_note · Bethan Lister 12 Mar 2026 16:03Root cause: timesheet and mailbox providers both rotated API credentials. Escalating to Felix to handle credential refresh on both connectors.
- public_reply · Bethan Lister 12 Mar 2026 16:25I've checked this with our platform team. When the external providers rotate their authentication credentials, the connectors can't authenticate until we refresh the stored credentials in the brain. What we need is the new API key from the timesheet provider and the new authentication token from the mailbox provider. Can you fetch those and send them through? Thanks, Bethan
- status_change · 17 Mar 2026 23:59