# Common Issues

## Connection issues

<details>

<summary>My API key is rejected and the connection fails</summary>

Double-check that you copied the full API key from Ashby without any trailing spaces. API keys are generated under **Settings → Integrations → API Keys** — make sure you're using a key from this section and not a webhook secret or another credential. If the key was created for a limited integration scope, it may not have permission to access all entities. Try generating a new key with full access.

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<summary>The data flow connects but returns no data</summary>

If the connection succeeds but the export is empty, check your **start date** parameter. If you've set a start date that's in the future or very recent, no records will match. Try clearing the start date to export all available data and confirm there are records in Ashby for the selected entity.

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## Missing data

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<summary>Some candidates or applications are missing from the export</summary>

Ashby's API may not return archived or deleted records depending on the entity and your account configuration. Check whether the missing records have been archived in Ashby. Also verify your start date filter — records created before the start date won't be included.

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<summary>Custom fields are not appearing in my export</summary>

Custom fields only appear if they have been populated on at least some records. If a custom field exists in Ashby but has no values, it may not show up as a column. Try exporting the **Custom fields** entity separately to see all defined fields, then cross-reference with your Candidates or Applications data.

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<summary>Interview schedules show incomplete data</summary>

Interview schedules are tied to specific applications. If an interview was cancelled or the application was archived before the schedule was confirmed, it may appear incomplete. Check the application status in Ashby to confirm the record is in the expected state.

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## Permission errors

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<summary>I get a 403 or "unauthorized" error when running the data flow</summary>

This usually means your API key doesn't have sufficient permissions. In Ashby, API key permissions can be scoped — ask your Ashby admin to verify the key has read access to the entities you're trying to export. If you're not the account admin, you may need to request a new key with broader access.

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## Data discrepancies

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<summary>Counts in Coupler.io don't match what I see in Ashby reports</summary>

Ashby's built-in reports may apply default filters (e.g., only active jobs, only specific date ranges) that differ from a raw API export. Coupler.io pulls unfiltered data unless you set a start date. Compare the raw record count in your export against Ashby with all filters removed to check for alignment.

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## Rate limits

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<summary>My data flow times out or returns partial data on large exports</summary>

Ashby's API enforces rate limits that may slow down large exports. Coupler.io handles pagination automatically, but very large datasets (e.g., thousands of candidates with full history) may take longer to complete. If you're hitting consistent issues, try narrowing your export using the start date parameter to pull data in smaller windows.

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