Common Issues

Connection issues

My API key is not accepted

Double-check that you copied the full API key from BigMailer without any extra spaces. API keys are found under Account Settings → API Keys in BigMailer. If the key still doesn't work, try regenerating it in BigMailer and entering the new one in Coupler.io.

The data flow fails immediately after setup

Make sure your API key has the correct permissions in BigMailer. Some keys may be scoped to read-only or restricted to specific brands. Check your key's permission settings in BigMailer and ensure it has access to the entity you're trying to pull.

Missing data

Contacts from a specific brand are not showing up

BigMailer scopes data by brand. If you're pulling the Contacts entity and only see data from one brand, you may need to create a separate source for each brand in your data flow and use the Append transformation to combine them.

Custom fields are missing from my Contacts export

Custom fields only appear in the Contacts entity if they've been populated for at least some contacts. Check the Fields entity first to confirm the fields exist, then verify that your contacts actually have values in those fields.

Suppression list appears empty

Suppression lists in BigMailer are brand-specific. If the list appears empty, confirm you're connected to the correct brand and that suppressions have been recorded for that brand. A brand with no bounces or opt-outs will have an empty suppression list.

Permission errors

I get a 403 Forbidden error when running the data flow

This usually means your API key doesn't have permission to access the requested entity. Log in to BigMailer, go to Account Settings → API Keys, and verify the key's access scope. If you're an agency user, check whether your role has access to the brand you're querying.

Data discrepancies

Contact counts in Coupler.io don't match BigMailer's dashboard

BigMailer may show slightly different counts if the dashboard includes pending or unconfirmed contacts that the API excludes. Check the Status field in your Contacts export to see if unconfirmed or suppressed contacts are being filtered out at the API level.

Campaign data looks incomplete compared to what I see in BigMailer

Draft campaigns may not be returned by the API depending on their status. Filter your Bulk campaigns data by the Status field and check whether drafts are expected to appear in your output.

Rate limits

The data flow times out or returns partial data on large exports

BigMailer's API has rate limits that can affect large contact or campaign exports. If you're hitting limits, try splitting your data flow into separate sources per brand rather than pulling all data at once. You can then use the Append transformation to recombine them in your destination.