Timesheet and mailbox connector authentication issues
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Delancey Haig: documents · Timesheet and mailbox connector authentication issues
Both connectors failed with authentication errors after provider updates on 16 Mar 2026. Root cause identified as provider-side credential rotation. Connectors restored by 18 Mar 2026.
What happened
What this says
Current to 12 Oct 26Both connectors failed with authentication errors after provider updates on 16 Mar 2026. Root cause identified as provider-side credential rotation. Connectors restored by 18 Mar 2026.
Problem: On 16 Mar 2026, both the timesheet-and-invoicing and mailbox connectors returned authentication errors. Holly Tranter confirmed the timesheet provider had rotated API credentials and the mailbox provider had updated token authentication.
Handling: Bethan Lister diagnosed provider-side changes and coordinated with the platform team to refresh API keys and authentication tokens. Testing confirmed both connectors syncing normally by 18 Mar 2026. First response took 95 minutes.
Watch: Multiple authentication failures from the same customer in close sequence suggest coordinated provider security updates. Proactive communication about known provider changes would help.
Details
Updated 9 Oct 26Trail
created · Holly Tranter 16 Mar 2026 08:14The timesheet and invoicing connector and our mailbox connector are both failing to sync. Both are showing authentication errors. This started recently. Our teams can't access current invoice data or recent emails in the brain. We haven't made any changes on our side. I need this sorted as soon as possible.- public_reply · Bethan Lister 16 Mar 2026 09:49Just so I've got this right, both the timesheet connector and the mailbox connector are failing with authentication errors. Has anything changed on your side recently, or have you heard from either of those providers about authentication updates? Thanks, Bethan
- public_reply · Holly Tranter 18 Mar 2026 12:49Yes, both providers updated their authentication recently. The timesheet provider rotated their API credentials and the mailbox provider updated their token authentication. We need to get these reconnected urgently, we're missing a lot of data now.
- internal_note · Bethan Lister 18 Mar 2026 16:54Root cause: provider-side credential rotation on both systems. Coordination with platform team to refresh API keys and authentication tokens. Credentials refreshed and reconnected. Testing shows both connectors syncing normally now.
- status_change · 22 Mar 2026 23:59