Common Issues

Connection issues

Authorization fails or I get redirected back to Coupler.io without connecting

This usually happens when:

• Your Intercom account has restricted access or special permission requirements

• You're not logged into Intercom or your session expired

• Browser cookies or cache are interfering with the OAuth flow

Fix:

1. Clear your browser cache and cookies, or try incognito/private mode

2. Make sure you're logged into Intercom before starting the authorization

3. Check that your Intercom account has admin or owner permissions

4. If the issue persists, contact Intercom support to verify your account doesn't have restricted API access

"Permission denied" error after authorizing

You've successfully authorized, but Coupler.io is being denied access to your data.

Fix:

1. Log in to Intercom and check your API access settings

2. Verify your account role (must be admin or owner)

3. In Intercom, go to Settings > Apps and integrations > Manage apps and check if Coupler.io's authorization is active

4. If needed, revoke and re-authorize Coupler.io

Missing data

Conversations or tickets are missing—I know I have more data than what imported

This is commonly caused by:

• Date filters that are too restrictive

• Advanced filters that are hiding results

• The import timing out before all data could be retrieved (see timeout issues below)

Fix:

1. Check your "created after" and "created before" date filters—expand the date range

2. Review any advanced filters you've applied (status, team, priority, etc.) and temporarily remove them to see if that reveals missing data

3. If you're seeing timeouts, split your import into smaller date ranges (e.g., weekly instead of monthly)

Conversation data is missing message details or participant info

Full message threads and participant details are included in the export, but sometimes they don't appear as separate columns. This is expected behavior—messages are typically nested within the conversation record.

Fix:

1. Check if the data is there but in a different format (nested JSON or combined field)

2. If you need flattened message-level data, consider using the advanced filters or contacting support for a custom extraction

3. For simple conversation metrics, focus on the conversation-level fields (status, created date, participant count)

Contacts are missing company information

Not all contacts may have an associated company in Intercom.

Fix:

1. Check your Intercom workspace—some contacts may genuinely not have a company assigned

2. Export both "List of contacts" and "List of companies" separately, then join them in your destination (Google Sheets, BigQuery, etc.) using company ID or name

3. Use Coupler.io's Join transformation to combine them automatically

Timeout errors

"Timeout: we could not import your data within 9 minutes"

This is the most common issue with Intercom imports, especially for conversations or large ticket datasets. The Intercom API is slow to process large requests, and Coupler.io has a 9-minute timeout.

Fix:

1. Use date filters: Instead of pulling all conversations at once, import them in smaller chunks (e.g., weekly or daily). For example:

   • Run 1: Created after 2024-01-01, Created before 2024-01-07

   • Run 2: Created after 2024-01-08, Created before 2024-01-14

   • Then append all runs into one sheet

2. Reduce the date range: If pulling the last 30 days times out, try 7-14 days

3. Use advanced filters: Filter by status (e.g., only open tickets) or team to reduce data volume

4. Schedule incremental imports: Instead of re-importing all data, schedule frequent small imports (e.g., daily or weekly) to keep data current without overloading the API

5. For high-volume accounts: If timeouts persist even with narrow date ranges, contact support—your workspace may need a custom extraction approach

Do NOT try to run the same import multiple times quickly. Wait for one to complete, then adjust the date range or filters and try again.

Rate limit and API errors

"Error 429" or "Request failed with status code 500" when running the import

This indicates the Intercom API is temporarily unavailable or rate-limited.

Fix:

1. Wait 5-10 minutes and try again

2. If running multiple data flows, space them out—don't run them simultaneously

3. Check Intercom's status page to see if there's an ongoing incident

4. If the error persists, contact Coupler.io support with your import details

Append mode import fails on the second run

If you're using append mode and the second import times out or fails, it could be:

• The retry attempt is trying to fetch all historical data again (creating duplicates or conflicts)

• Your date filter wasn't updated between runs

Fix:

1. Use a new date range for each run (don't re-import overlapping dates)

2. Consider using replace mode instead of append if you're pulling all data each time

3. For incremental imports, schedule them with non-overlapping dates (e.g., Monday-Sunday each week)