Connector re-authorisation needed

Ticketclosed

Thackwray Logistics · Connector re-authorisation needed

Customer reset API credentials on orders and returns connectors during security update. Kate Ormerod walked Josh Pearce through re-authorisation. Orders connector completed and syncing; returns connector re-authorisation requested but completion unconfirmed.

Priority high

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What happened

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Current to 14 Oct 26

Customer reset API credentials on orders and returns connectors during security update. Kate Ormerod walked Josh Pearce through re-authorisation. Orders connector completed and syncing; returns connector re-authorisation requested but completion unconfirmed.

Problem: Orders system and returns connectors needed re-authorisation after credential rotation on the customer's e-commerce platform.

Handling: Kate provided clear self-service instructions via chat. Orders connector re-authorised successfully and syncing was confirmed. Returns connector re-authorisation was requested but no follow-up confirmation was received before ticket closure.

Watch: Unclear whether returns connector re-authorisation was completed. Confirm final status with customer.

AI · claude-haiku-4-5-20251001 · 14 Oct 2026

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Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categoryconnector_sync

Channelchat

First response (min)34

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public_reply · Josh Pearce 22 Jan 2026 10:10
We've just rotated credentials on our e-commerce platform. The orders and returns connectors will need re-authorising.
created · Josh Pearce 22 Jan 2026 12:01
We've had to reset the API credentials for the orders system connector as part of a security update. The connector will need to be re-authorised in the brain. Can you help us get this done?
public_reply · Kate Ormerod 22 Jan 2026 12:35
Thanks for the heads-up, Josh. I'll walk you through the re-authorisation in the settings. Log in to the brain and navigate to Connectors, can you do that? Thanks, Kate
internal_note · Kate Ormerod 23 Jan 2026 14:53
Josh re-authorised the orders connector. Returns connector still pending.
public_reply · Kate Ormerod 23 Jan 2026 15:45
Orders is done and syncing. Can you re-authorise the returns connector as well? Same process. Thanks, Kate
status_change · Kate Ormerod 28 Jan 2026 17:30
status_change · 1 Feb 2026 23:59

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