Timesheet system and mailbox authentication failures
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Delancey Haig: documents · Timesheet system and mailbox authentication failures
Holly reported timesheet/invoicing and mailbox connectors both failed on 12 Mar 2026 with authentication errors after provider credential updates. Olivia requested new API key and token be provided to reconnect the connectors and restore data flow.
What happened
What this says
Current to 12 Oct 26Holly reported timesheet/invoicing and mailbox connectors both failed on 12 Mar 2026 with authentication errors after provider credential updates. Olivia requested new API key and token be provided to reconnect the connectors and restore data flow.
Problem: On 12 Mar 2026, both connectors failed with authentication errors after external providers updated their authentication methods. Root cause: Timesheet provider API change and mailbox provider token refresh. Handling: Olivia confirmed the failures, identified provider-side updates, and requested Holly provide the new API key from timesheet and new token from mailbox. First response was 44 minutes.
Details
Updated 9 Oct 26Trail
- public_reply · Olivia Grant 12 Mar 2026 12:25Thank you for reporting this. Just to confirm, both the timesheet connector and the mailbox connector are failing with authentication errors. Can you let me know when these started failing and whether your team made any changes to either system, or if you received any notification from the providers about authentication updates?
- internal_note · Olivia Grant 12 Mar 2026 13:28Appears to be provider-side authentication changes. Timesheet system API update and mailbox provider token refresh. Waiting for customer confirmation of the specific changes.
public_reply · Holly Tranter 12 Mar 2026 13:30Yes, the timesheet provider made API authentication changes. The mailbox provider updated their token-based authentication. Both happened recently. We didn't change anything on our side.- public_reply · Holly Tranter 12 Mar 2026 14:16We're losing data flow for both systems now, so this is urgent. Can you let me know what we need to do to reconnect these?
- created · Holly Tranter 12 Mar 2026 15:14Both our timesheet and invoicing system connector and our mailbox connector have stopped working. They're returning authentication errors. I've checked with our IT team and both providers recently updated their authentication methods. We didn't make any changes on our end. The brain is no longer pulling in timesheet invoices or email data, which is affecting our operations.
- public_reply · Olivia Grant 12 Mar 2026 15:58When external authentication systems update, the connectors need the new credentials to be stored in our system. Can you provide the new API key from the timesheet provider and the current authentication token from the mailbox provider? Once we have those, we can reconnect both connectors.
- status_change · 22 Mar 2026 23:59