# Common Issues

## Connection issues

<details>

<summary>Invalid API key or account username — connection fails immediately</summary>

**Problem:** Coupler.io cannot connect to ActiveCampaign and returns an authentication error after entering your credentials. A common error in the logs looks like:

```
Failed to resolve 'mycompany.api-us1.com' (Name or service not known)
```

This error usually means the **Account username** was entered incorrectly.

**Fix:**

1. Verify your **account username** — this is the subdomain from your ActiveCampaign URL, not your company's display name or email address. For example, if your account URL is `https://mycompany.activehosted.com`, your username is `mycompany` (no spaces, no capitals, no full URL).

{% hint style="warning" %}
If you enter your company's display name (e.g., "My Company") instead of the URL subdomain (`mycompany`), Coupler.io will try to resolve a URL like `my%20company.api-us1.com` and fail. Always copy the subdomain directly from your browser's address bar.
{% endhint %}

2. Double-check your **API key** by going to **Settings > Developer** in your ActiveCampaign account. Copy the key exactly — it should be a long alphanumeric string.
3. Make sure you're using credentials from the correct ActiveCampaign account if you manage multiple accounts.
4. If your credentials recently changed (e.g., API key was regenerated), update the connection in Coupler.io with the new key.

</details>

<details>

<summary>Connection worked before but now fails — API key regenerated or revoked</summary>

**Problem:** A previously working data flow now fails with an authentication error.

**Fix:**

1. Go to **Settings > Developer** in ActiveCampaign and check whether your API key has changed or been regenerated.
2. In Coupler.io, go to your connections, remove the existing ActiveCampaign connection, and reconnect with the updated credentials.
3. If you're on a team account, confirm your user account has not been deactivated or had its permissions changed.

</details>

## Missing data

<details>

<summary>Deals entity returns limited data — only id, title, and isDisabled appear</summary>

**Problem:** The Deals export contains far fewer fields than expected. Most rows show only `id`, `title`, and `isDisabled = 1`.

**Fix:**

{% hint style="warning" %}
This happens when the API key's user account does not have permission to manage the pipeline that those deals belong to. ActiveCampaign returns restricted data for unauthorized pipelines.
{% endhint %}

1. In ActiveCampaign, go to **Settings > Users** and verify the user account linked to your API key has access to all deal pipelines.
2. If possible, regenerate the API key from an admin account with full pipeline permissions and reconnect in Coupler.io.
3. Contact your ActiveCampaign admin to grant the appropriate pipeline management permissions.

</details>

<details>

<summary>Contacts export is missing recently added contacts</summary>

**Problem:** Contacts added in the last few hours or days don't appear in the export.

**Fix:**

1. The ActiveCampaign API may have a short delay before new records become available for export. Wait a few minutes and re-run the data flow.
2. Verify the contacts exist in ActiveCampaign by checking the **Contacts** list view directly.
3. If the missing contacts were imported via a bulk CSV upload, the API sometimes lags behind — retry after the import fully processes.

</details>

<details>

<summary>Segments or Forms export returns an empty dataset</summary>

**Problem:** The Segments or Forms entity export returns no records, even though they exist in ActiveCampaign.

**Fix:**

1. Verify that Segments or Forms have actually been created in your ActiveCampaign account under **Contacts > Manage Segments** or **Website > Forms**.
2. If segments exist but the export is empty, try reconnecting your ActiveCampaign account in Coupler.io to refresh the API session.
3. Check that your API key has the appropriate permissions to access segments and forms — some ActiveCampaign plan tiers may restrict API access to these entities.

</details>

## Data discrepancies

<details>

<summary>Campaign open and click counts differ from the ActiveCampaign dashboard</summary>

**Problem:** The `opens`, `linkclicks`, or other campaign metrics exported by Coupler.io don't match the numbers shown in your ActiveCampaign campaign reports.

**Fix:**

1. Check whether you're comparing **total** vs. **unique** values. The export includes both (e.g., `opens` vs. `uniqueopens`, `linkclicks` vs. `uniquelinkclicks`). The ActiveCampaign dashboard may display either depending on the view.
2. ActiveCampaign campaign statistics can update with a short delay after sends complete. If you exported shortly after a campaign was sent, re-export to get the final numbers.
3. The `send_amt` field reflects sends to active subscribers; the `total_amt` field reflects the total list size at send time. Make sure you're using the right field for your calculation.

</details>

<details>

<summary>Deal value looks much larger than expected</summary>

**Problem:** The `value` field in the Deals export shows numbers like `150000` instead of `1500.00`.

**Fix:**

{% hint style="info" %}
ActiveCampaign stores deal values in the smallest currency unit (e.g., cents for USD). A $1,500 deal is stored as `150000`. Divide the `value` field by 100 in your destination to display the correct monetary amount.
{% endhint %}

Add a formula column in your destination (e.g., a Google Sheets formula `=value/100`) or use Coupler.io's formula columns feature to compute the display value.

</details>

<details>

<summary>Contacts export includes deleted contacts I didn't expect</summary>

**Problem:** The Contacts export contains records that appear to be inactive or deleted contacts.

**Fix:** The ActiveCampaign API returns both active and deleted contacts. The `deleted` field is set to `1` for deleted contacts and `0` for active ones. Filter your destination data on `deleted = 0` to exclude deleted contacts from your analysis.

</details>

## Rate limits

<details>

<summary>Data flow fails or times out on large accounts</summary>

**Problem:** The data flow runs for a long time and either times out or fails mid-run, particularly for large Contacts datasets.

**Fix:**

1. The ActiveCampaign API paginates results. Coupler.io handles pagination automatically, but very large datasets (100,000+ contacts) can take a significant amount of time to fully export.
2. ActiveCampaign enforces API rate limits. If the data flow is hitting limits, Coupler.io will retry automatically, but overall run time may increase.
3. Set your data flow to run during off-peak hours (e.g., overnight) to reduce competition for API quota.
4. If timeouts persist, contact Coupler.io support with your data flow URL for guidance on handling large-scale exports.

</details>