# Common Issues

## Connection issues

<details>

<summary>Invalid API token or authentication failure</summary>

Make sure you're using an **integration token** created under **System > Integrations** in your Magento admin, not an admin user password. The integration must be activated and granted read access to the specific resources you're syncing.

Also confirm the base URL you entered matches your store's domain exactly, including `https://` and no trailing slash.

</details>

<details>

<summary>Incorrect or unsupported API version</summary>

If you enter an API version that your store doesn't support, the connection will fail. Check your Magento version in **System > About Magento** and use the corresponding REST API version (most commonly `V1`). The [Adobe Commerce REST API docs](https://developer.adobe.com/commerce/webapi/rest/) list supported versions.

</details>

<details>

<summary>Store URL not reachable or returns a 404</summary>

Coupler.io sends requests to `https://yourstore.com/rest/V1/...`. If your store has a custom API base path, IP allowlisting, or a Web Application Firewall (WAF) blocking external requests, the connection will fail. Whitelist Coupler.io's IP addresses or temporarily disable WAF rules to test the connection.

</details>

## Missing data

<details>

<summary>No data returned even though orders exist</summary>

Check your **start date** setting. If you've set it too recently, older orders won't be included. Use the date picker to move the start date further back. Also confirm that the entity you selected (e.g., Orders) actually contains records in the date range you specified.

</details>

<details>

<summary>Inventory data is empty or incomplete</summary>

If your store uses Magento's legacy single-source inventory, the **Inventory source items** and **Inventory stocks** entities may return no data — these are specific to the Multi-Source Inventory (MSI) feature introduced in Magento 2.3. Check whether MSI is enabled in your store configuration.

</details>

<details>

<summary>Cart data doesn't include guest carts</summary>

The Carts entity typically returns carts associated with logged-in customers. Guest carts may require additional API permissions or may not be returned depending on your Magento version and REST API configuration.

</details>

## Permission errors

<details>

<summary>403 Forbidden when accessing certain entities</summary>

Your integration token doesn't have read access to the requested resource. Go to **System > Integrations** in Magento, edit your integration, and expand the **API** section to grant access to the specific resources (e.g., Sales, Catalog, Customers, Inventory).

</details>

<details>

<summary>Access denied for customer or transaction data</summary>

Customer PII and payment transaction data require explicit permissions in the integration. Make sure **Customers > All Customers** and **Sales > Transactions** are checked in the integration's resource access settings.

</details>

## Data discrepancies

<details>

<summary>Order totals in Coupler.io don't match the Magento admin</summary>

Magento stores several total fields per order (`grand_total`, `subtotal`, `base_grand_total`, etc.). The `base_*` fields use the store's base currency, while the non-prefixed fields use the order currency. If your store accepts multiple currencies, make sure you're using the correct field for your reporting currency.

</details>

<details>

<summary>Refund amounts don't reconcile with order totals</summary>

Refunds live in the **Creditmemos** entity, not on the order record itself. The `total_refunded` field on an order is a summary — for line-item refund details, pull the Creditmemos entity and join it to Orders on `order_id`.

</details>

## Rate limits

<details>

<summary>Sync fails or slows down for large catalogs or order histories</summary>

Adobe Commerce REST API performance can degrade with very large datasets (e.g., hundreds of thousands of products or orders). If you're hitting timeouts, try narrowing the start date to reduce the volume of records per sync, or split large entities across multiple data flows with different date ranges.

{% hint style="warning" %}
Magento's default API rate limiting can vary by hosting environment. Managed cloud environments (Adobe Commerce Cloud) may have stricter limits than self-hosted instances.
{% endhint %}

</details>