Payment connector not loading data

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Veenendrecht Payments · Payment connector not loading data

Payment processor connector stopped syncing transaction data; Olivia Grant diagnosed an authentication failure caused by API key rotation during a security audit.

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What happened

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Current to 14 Oct 26

Payment processor connector stopped syncing transaction data; Olivia Grant diagnosed an authentication failure caused by API key rotation during a security audit.

Problem: Payment processor connector stopped syncing, blocking live transaction data from being loaded. Ruben Dekker reported the connector was failing to authenticate. Handling: Olivia Grant identified that API credentials had been rotated during a security update and requested new credentials from the customer for connector re-authentication. Watch: Status shows Solved but the ticket is awaiting new credentials from Ruben Dekker. Connector sync will not resume until credentials are provided and updated.

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

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Updated 9 Oct 26

Priorityurgent

Statussolved

Categoryconnector_sync

Channelemail

First response (min)25

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public_reply · Olivia Grant 8 Oct 2026 11:12
Just so I've got this right, your payment processor connector has gone flat and isn't loading new transaction records. Can you check whether anything changed on your payment processor's side, API keys, permissions, or system updates?
created · Ruben Dekker 8 Oct 2026 13:48
Hi, one of our data connectors has stopped syncing. We're not receiving updates from our payment processor anymore. The last data load was earlier today, but nothing is coming through now. This is urgent, we need the live transaction data. Can you investigate?
public_reply · Olivia Grant 8 Oct 2026 14:13
Thanks for checking. I can see the connector is failing to authenticate with your payment processor. Can you verify the API credentials are still valid? If they've been rotated or changed, that would explain why the sync stopped.
status_change · Olivia Grant 8 Oct 2026 15:11
public_reply · Ruben Dekker 8 Oct 2026 15:16
Ah, yes, I just checked with our tech team. The API key got rotated during a security audit yesterday. I can send you the new credentials. What's the best way to get those to you securely?
internal_note · Olivia Grant 8 Oct 2026 16:13
Customer rotated API key during security update. Awaiting new credentials. Once received, connector should resume immediately.

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