# Common Issues

## Connection issues

<details>

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

Double-check that you're using your **Personal Auth Token** and not a project-level API key. These are different credentials in Bugsnag. Your Personal Auth Token is found under **My Account → Personal auth token** in the Bugsnag dashboard. If the token was recently regenerated, update it in your Coupler.io data flow settings.

</details>

<details>

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

This usually happens when the authenticated user doesn't have access to the selected project or organization. Verify that your Bugsnag account has at least viewer-level access to the project you're trying to export. Also check that your **start date** isn't set too far back for inactive projects, or too recent to capture existing data.

</details>

## Missing data

<details>

<summary>Errors or events from certain projects are missing</summary>

Coupler.io pulls data based on the organization and project your API token has access to. If a project belongs to a different organization that your user isn't a member of, it won't appear. Check your Bugsnag organization memberships and confirm the token belongs to a user with access to all relevant projects.

</details>

<details>

<summary>Start date doesn't seem to filter data correctly</summary>

Bugsnag's API uses the first-seen or event timestamp depending on the entity. For **Errors**, the date filter applies to the `first_seen` field. For **Events**, it applies to the event timestamp. If you're expecting errors that were first seen before your start date but are still active, they may not appear — adjust your start date accordingly.

</details>

<details>

<summary>Pivots entity returns empty results</summary>

Pivots require a specific project context and valid pivot dimensions configured in your Bugsnag account. If no pivot data is configured in the project, the entity will return empty. Confirm that your Bugsnag project has pivot data available by checking it directly in the Bugsnag dashboard.

</details>

## Permission errors

<details>

<summary>403 Forbidden when accessing Organizations or Collaborators</summary>

Some entities — including **Organizations**, **Collaborators**, and **Teams** — require Organization Admin permissions. If your Bugsnag user is only a project-level member, you'll get a 403 error for these entities. Either use an Admin account's token or limit your data flow to project-scoped entities like Errors and Events.

</details>

## Data discrepancies

<details>

<summary>Error counts in Coupler.io don't match the Bugsnag dashboard</summary>

The Bugsnag dashboard applies real-time filters (release stage, time range, custom filters) that may not match the parameters in your data flow. Make sure your start date and any project filters in Coupler.io align with the dashboard view you're comparing against. Also note that the **Errors** entity returns aggregate counts, not per-event totals — use **Events** for granular counts.

</details>

## Rate limits

<details>

<summary>Data flow fails or times out on large exports</summary>

Bugsnag enforces API rate limits that vary by plan. If you're exporting a large volume of **Events** from a high-traffic project, the request may hit rate limits or time out. Narrow your start date to reduce the volume per run, or split the export across multiple data flows using different projects as sources.

{% hint style="warning" %}
The **Events** entity is particularly sensitive to rate limits. Start with a short date range (e.g., 7 days) and expand gradually once you've confirmed the flow works.
{% endhint %}

</details>