> 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/chartmogul/common-issues.md).

# Common Issues

## Connection issues

<details>

<summary>Authentication failed / invalid API key</summary>

Double-check that you copied the full API key from ChartMogul without any trailing spaces. In ChartMogul, go to **Profile → API Keys** and regenerate the key if needed, then paste the new value into Coupler.io. Note that ChartMogul has both a secret key and an account token — Coupler.io requires the **secret key**.

</details>

<details>

<summary>Data flow fails on first run with no clear error</summary>

This can happen if your ChartMogul account has no data for the selected start date range. Try moving the start date forward to a period you know has subscription activity, then re-run the data flow.

</details>

## Missing data

<details>

<summary>Customer or activity records are missing</summary>

ChartMogul only exposes data from connected billing integrations. If a customer or activity exists in your payment processor but not in ChartMogul, the source integration may not be configured correctly. Check your ChartMogul data sources under **Settings → Integrations**.

</details>

<details>

<summary>No data returned for the selected date range</summary>

If the entity returns empty results, your start date may be set too recently. Use the date picker to move it earlier. Also confirm the entity has data in ChartMogul's own UI for that period before troubleshooting Coupler.io.

</details>

<details>

<summary>Customer count entities return fewer rows than expected</summary>

Customer count cadences (daily, weekly, monthly, quarterly) only include periods where ChartMogul has computed a count. If your account is new or the billing integration was connected recently, historical counts may not be backfilled. ChartMogul calculates these counts from the date the integration was first connected.

</details>

## Permission errors

<details>

<summary>API key works in ChartMogul but returns a 403 in Coupler.io</summary>

Some ChartMogul plans restrict API access or limit the endpoints available. Confirm that your plan includes API access and that the key has not been scoped to read-only in a way that blocks the endpoints Coupler.io uses. If you're on a trial plan, API access may be limited.

</details>

## Data discrepancies

<details>

<summary>MRR figures in Coupler.io don't match what I see in ChartMogul's dashboard</summary>

ChartMogul returns MRR values in **cents**, not dollars (or your local currency). Divide the exported `mrr` and `arr` values by 100 to match the figures shown in the ChartMogul UI. If the discrepancy persists after converting, check whether the ChartMogul dashboard applies additional filters (e.g., by plan or segment) that aren't reflected in the raw export.

</details>

<details>

<summary>Activity counts differ from ChartMogul reports</summary>

ChartMogul's built-in reports sometimes de-duplicate or roll up certain activity types. The raw Activities entity in Coupler.io reflects individual events without that processing. If you need aggregated figures, use Coupler.io's Aggregate transformation to group and sum by activity type.

</details>

## Rate limits

<details>

<summary>Data flow is slow or times out on large datasets</summary>

ChartMogul enforces API rate limits that vary by plan. If you're pulling a large date range of Activities or a high-volume Customers list, the sync may take longer than expected. Narrow your start date to reduce the data volume, or split large pulls into separate data flows by entity.

</details>


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