> For the complete documentation index, see [llms.txt](https://docs.coupler.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.coupler.io/sources/category/finance-and-accounting/chargedesk/common-issues.md).

# Common Issues

## Connection issues

<details>

<summary>The API key is not accepted</summary>

Double-check that you copied the full API key from Chargedesk without any leading or trailing spaces. You can find it under **Settings → API / Webhooks** in your Chargedesk account. Also confirm that API access is enabled for your Chargedesk plan — some lower-tier plans restrict API usage.

</details>

<details>

<summary>The data flow fails immediately after setup</summary>

This usually means the API key does not have sufficient permissions or belongs to a user role with restricted access. Try generating a new API key under an admin account and use that instead.

</details>

## Missing data

<details>

<summary>Historical charges are missing from my export</summary>

This is almost always caused by the **Start date** setting. If the start date is set too recently, older records will not be included. Go back to the source settings and use the date picker to move the start date further back, then re-run the data flow.

</details>

<details>

<summary>Some customers or subscriptions are missing</summary>

Chargedesk only surfaces records that exist within its own database — if a customer or subscription was created in a gateway but not synced to Chargedesk, it will not appear. Check your Chargedesk dashboard to confirm the records are visible there first. If they are visible in Chargedesk but missing in Coupler.io, try re-running the data flow.

</details>

<details>

<summary>Refunded or disputed charges are not showing up</summary>

Refunds and disputes update the `status` and `refunded` / `dispute` fields on existing charge records rather than creating new rows. If you are filtering by status, make sure your filter includes these values.

</details>

## Permission errors

<details>

<summary>"Unauthorized" or "403" error during sync</summary>

This means the API key is valid but the associated account does not have permission to access the requested entity. Check your Chargedesk account role and confirm you have access to Charges, Customers, Subscriptions, and Products. If your account uses team permissions, ask your Chargedesk admin to grant API access.

</details>

## Data discrepancies

<details>

<summary>Amounts in Coupler.io don't match what I see in my payment gateway</summary>

Chargedesk pulls data from your gateway and may have a short sync delay before new transactions appear. Additionally, currency conversion or gateway fees are not applied by Chargedesk — the amounts reflect the raw transaction values. For exact reconciliation, always compare against the gateway's own reports.

</details>

<details>

<summary>Subscription status looks outdated</summary>

Subscription statuses in Chargedesk depend on webhook events from your payment gateway. If a webhook was missed or delayed, the status in Chargedesk (and therefore in Coupler.io) may lag behind the actual state. Check your gateway's webhook delivery logs to confirm events are reaching Chargedesk.

</details>

## Rate limits

<details>

<summary>Sync is slow or times out on large accounts</summary>

Chargedesk's API has rate limits that can slow down syncs on accounts with a large volume of charges or customers. If you are hitting slowdowns, try narrowing the **Start date** to reduce the volume of records fetched in each run. For very large datasets, consider splitting entities into separate data flows.

</details>


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