Common Issues

Connection issues

My API key is rejected during setup

Double-check that you copied the full API key from Churnkey with no leading or trailing spaces. Churnkey API keys are typically found under account or developer settings — make sure you're using a key with read access, not a restricted or webhook-only key. If you recently rotated your key, the old one will no longer work and you'll need to paste the new one into your Coupler.io data flow settings.

The data flow connects but returns no data

This usually means the API key is valid but the associated account has no sessions recorded yet, or the key belongs to a sandbox/test environment with no activity. Confirm that your Churnkey account has at least one completed session. If you're using a test environment key, switch to your production key.

Missing data

Some sessions are missing from the output

Churnkey only surfaces completed sessions through its API — sessions that were abandoned mid-flow or are still in progress may not appear. If you're seeing a gap for a specific date range, check whether those sessions were completed in Churnkey's own dashboard before assuming the data is missing from Coupler.io.

Session aggregations show different numbers than the Churnkey dashboard

Churnkey's dashboard may apply its own default filters (date range, plan type, etc.) that don't match what Coupler.io pulls. The API returns aggregations without those UI-level filters applied. Compare the raw totals by pulling the Sessions entity and aggregating manually to verify which view is correct for your use case.

Permission errors

I get a 403 or "unauthorized" error

This means the API key doesn't have sufficient permissions. Some Churnkey plans restrict API access to certain tiers. Verify that your account plan includes API access and that the key you're using hasn't been revoked. Contact Churnkey support if you believe API access should be enabled on your plan.

Data discrepancies

Revenue saved figures don't match my billing system

Churnkey records the MRR at the time the session occurs. If a customer subsequently upgraded, downgraded, or churned anyway after a grace period, Churnkey's revenue figure won't reflect that change. For reconciled revenue data, join Churnkey session records with your billing source (e.g., Stripe or Chargebee) in Coupler.io using the Join transformation.

Rate limits

My data flow fails with a rate limit error

Churnkey's API has rate limits that apply per key. If you're running multiple data flows using the same API key simultaneously, you may hit these limits. Try staggering your data flow schedules or reducing the refresh frequency. If the problem persists, reach out to Churnkey to ask about rate limit thresholds for your plan.