Common Issues

Connection issues

Invalid API key error when connecting

Double-check that you've copied the full API key from Apptivo without any leading or trailing spaces. In Apptivo, go to Settings → API & Webhooks → API Key to view or regenerate your key. If you recently regenerated a key, the old one is immediately invalidated — update Coupler.io with the new value.

Data flow fails immediately after setup

This can happen if your Apptivo user account doesn't have API access enabled. API access may need to be turned on at the plan or admin level. Check with your Apptivo administrator to confirm that API access is active for your account.

Missing data

Some records are missing from the export

Apptivo's API only returns active, non-deleted records. If a customer, lead, or case was deleted in Apptivo, it won't appear in Coupler.io. Also check whether the records are assigned to a different user — depending on your Apptivo permissions, you may only see records you own or have access to.

Custom fields are not appearing in the output

Custom fields are included in the export, but their column names will match the labels set in your Apptivo account. If a custom field was recently added in Apptivo, try running the data flow again — Coupler.io will pick up new fields on the next run.

Permission errors

403 Forbidden or "Access denied" error

This typically means the API key belongs to a user who doesn't have read access to the entity you're trying to export. For example, if your user role restricts access to Opportunities, the API will return a 403. Ask your Apptivo admin to adjust permissions for that user, or use an API key from an admin account.

Data discrepancies

Record counts in Coupler.io don't match Apptivo

Apptivo's UI counts may include archived or filtered records that the API excludes. Specifically, the API typically excludes deleted records and may apply default filters (e.g., only returning records in an "active" status). Compare with an unfiltered Apptivo list view rather than a saved filtered view.

Field values look different from what I see in Apptivo

Some Apptivo fields store an internal ID or code rather than the display label. For example, a status field might export as a numeric code instead of "Closed Won". This is an Apptivo API behavior. You can use a lookup table or Coupler.io's transformation features to map these codes to readable labels.

Rate limits

Data flow is slow or times out on large entities

Apptivo enforces API rate limits that vary by plan. If you have a large number of records (thousands of leads or cases), the export may take longer as Coupler.io pages through the results. Avoid running multiple data flows against Apptivo simultaneously to reduce the chance of hitting rate limits.