# Common Issues

## Connection issues

<details>

<summary>My API credentials are rejected during setup</summary>

Double-check that you're using the **API Username** and **API Key** from Cin7, not your regular login email and password. Find them in Cin7 under **Settings > Integrations > API**. Make sure there are no extra spaces when copying the key.

{% hint style="warning" %}
Some Cin7 plans restrict API access. If the API section isn't visible in your settings, contact Cin7 support to confirm your plan includes API access.
{% endhint %}

</details>

<details>

<summary>The connection was working but has suddenly stopped</summary>

Cin7 API keys can be regenerated or deactivated. Log in to Cin7, go to **Settings > Integrations > API**, and check whether your key is still active. If it was regenerated, update the credentials in your Coupler.io data flow source settings.

</details>

## Missing data

<details>

<summary>Some products or orders are missing from the export</summary>

Cin7 may filter records based on status. Archived products, voided orders, or draft records may not be returned by the API. Check the record status in Cin7 directly to confirm whether they should appear.

</details>

<details>

<summary>CRM entities (Leads, Deals, Opportunities) return no data</summary>

These entities are only populated if your Cin7 account has the CRM module enabled and records have been created. If you don't use Cin7's CRM features, these entities will return empty.

</details>

<details>

<summary>Product availabilities show incorrect or stale stock levels</summary>

The **Product availabilities** entity reflects the current state at the time of sync. If stock appears outdated, increase your refresh frequency in Coupler.io. If numbers still look wrong, verify the figures directly in Cin7 to rule out a sync lag on Cin7's side.

</details>

## Permission errors

<details>

<summary>I get a permissions error for specific entities</summary>

The Cin7 API user associated with your key may not have access to all modules. In Cin7, check the user role assigned to the API credentials under **Settings > Users**. Make sure the role has read access to the modules you're trying to export (e.g., Purchases, Sales, CRM).

</details>

## Data discrepancies

<details>

<summary>Totals in my export don't match what I see in Cin7 reports</summary>

Cin7's built-in reports sometimes apply additional filters (date ranges, status, location) that aren't reflected in a raw API export. Make sure you're comparing the same subset of records. If you need filtered data, use Coupler.io's filter or transformation features to match the Cin7 report logic.

</details>

<details>

<summary>Sale lists and Sales show different amounts for the same period</summary>

**Sale lists** contain line-item detail (individual products on each order), while **Sales** contains transaction-level summaries. The totals may differ because of rounding, adjustments, or how tax is attributed at each level. Use **Sales** for revenue totals and **Sale lists** for product-level breakdowns.

</details>

## Rate limits

<details>

<summary>My data flow fails with a rate limit or timeout error</summary>

Cin7's API has rate limits that vary by plan. If you're syncing many entities at once or have a large dataset, try splitting entities across separate data flows and staggering their schedules. Reducing sync frequency can also help avoid hitting limits.

</details>