Common Issues

Connection issues

OAuth login fails or loops back to the connect screen

Problem: Clicking Connect opens the 7shifts OAuth screen but the connection doesn't complete, or you're redirected back to Coupler.io without a successful connection.

Fix:

1. Disable browser popup blockers and ad blockers for coupler.io and app.7shifts.com.

2. Clear browser cookies and try again in an incognito or private window.

3. Make sure you're signing in with the 7shifts account that has the data you want to export — not a personal account with limited access.

4. If the issue persists, try a different browser and contact support.

Connection drops or reconnection is needed

Problem: A previously working data flow suddenly fails with an authentication or connection error.

Fix:

1. Go to your Coupler.io connections and reconnect your 7shifts account by going through the OAuth flow again.

2. Make sure the 7shifts user whose account you connected is still active and has not had their role changed or revoked.

3. Re-run the data flow after reconnecting.

Missing data

Data flow runs but returns no rows

Problem: The data flow completes without errors but the destination has no data.

Fix:

1. Check your Start date — if it's set to a future date, no records will be returned. Use the date picker to set a date in the past that covers the period you need.

2. Verify that the selected entity actually has data in your 7shifts account. For example, if no time punches have been recorded for the date range, the Time punches export will be empty.

3. Check that the connected 7shifts account has access to the locations where the data lives. A manager with limited location access may not see all records.

Missing employees or locations in the export

Problem: Some employees or locations appear in 7shifts but are missing from the Coupler.io export.

Fix:

1. Inactive users or archived locations may be excluded by default. Check whether the missing records are marked as inactive in 7shifts.

2. The connected 7shifts account must have access to the location you're trying to export. If you're a location manager (not an admin), you may only see your own location's data. Reconnect with an admin account for full access.

Time punches entity is missing recent records

Problem: Time punches from the last few hours or the current day don't appear in the export.

Fix:

1. Unapproved or in-progress punches (an employee who is currently clocked in) may not yet be finalized in the API. Check the approved field — only approved punches are typically included in payroll-ready exports.

2. Check the clocked_out field — a punch without a clock-out time is still in progress and may appear differently than completed punches.

3. Allow a short delay and re-run the data flow after the shift is completed and approved.

Permissions issues

Some locations or departments are not visible in the export

Problem: You can see certain locations in your 7shifts dashboard, but they don't appear in the Coupler.io export.

Fix:

1. The 7shifts OAuth token is tied to the account that completed the connection. If that user is a location-level manager (not a company admin), the API will only return data for their authorized locations.

2. Reconnect using a company admin account to ensure access to all locations, departments, and employees across the organization.

3. Check whether the location is active — archived or deleted locations may not be returned.

For multi-location restaurant groups, always connect with a company admin account to ensure complete data access across all locations.

Data discrepancies

Hours in Coupler.io don't match the 7shifts timesheets view

Problem: The total hours in your export don't match what you see in the 7shifts Timesheets report.

Fix:

1. Check the Start date on your data flow — the Coupler.io export only includes punches on or after this date. The 7shifts Timesheets view may use a different date range.

2. Check the approved field — if the Timesheets view only shows approved punches and your export includes unapproved ones (or vice versa), totals will differ.

3. Breaks are tracked separately in the breaks field (in minutes). Verify whether the 7shifts UI deducts breaks from total hours and apply the same logic in your analysis.

4. Time zones matter — the clocked_in and clocked_out fields are in UTC. Convert to the location's timezone before comparing with the 7shifts UI, which displays in local time.

Shifts data shows open shifts mixed in with scheduled shifts

Problem: Your shift count or hours totals are inflated because unassigned open shifts are included.

Fix: Filter your data to only include rows where user_id is not null. Open shifts (available for employees to claim) have a null user_id. If you only want scheduled shifts with assigned employees, exclude null user_id rows in your spreadsheet or BI tool.

Rate limits and timeouts

Data flow times out on large date ranges

Problem: A data flow for Time punches or Shifts times out when pulling several months of history.

Fix:

1. Shorten the date range by moving the Start date closer to today. For ongoing payroll exports, you only need the current pay period — not years of history.

2. Split historical exports into multiple data flows, each covering a smaller date range (e.g., one per quarter). Use Coupler.io's append mode in the destination to combine them.

3. Contact support if timeouts persist on a reasonable date range.

Pulling more than a year of Time punches for a high-volume restaurant group (many employees, multiple locations) is likely to cause timeouts. For historical analysis, pull data in quarterly chunks and combine in your destination.