# Common Issues

## Connection issues

<details>

<summary>Authentication fails when entering API credentials</summary>

Clockodo requires both your **account email address** and your **API key** — not just the key on its own. Double-check that you're entering the email associated with your Clockodo account, not a team member's email. To regenerate or find your API key, go to **My account > API** in Clockodo.

{% hint style="warning" %}
If your API key contains special characters, make sure it is copied in full without any trailing spaces.
{% endhint %}

</details>

<details>

<summary>Connection succeeds but no data appears</summary>

This usually means the date range parameters returned no matching records. If you've set a Start date or specified Years, check that there is actual data in Clockodo for that period. Try broadening the range or leaving the date parameters blank to test the connection with all available data.

</details>

## Missing data

<details>

<summary>Entries are missing for certain users or projects</summary>

The API key you use is tied to a specific Clockodo user account. If that account doesn't have visibility into certain users or projects (due to team restrictions or admin settings), those records won't appear in the export. Check the user's permissions in Clockodo under **Settings > Users**. An admin-level API key will return the most complete dataset.

</details>

<details>

<summary>Absences or overtime data is incomplete</summary>

Absences and overtime data in Clockodo may only be visible to admins or managers. If your API key belongs to a standard user, HR-related entities like Absences, Holidays quota, and Overtime carries may return partial or empty results.

</details>

<details>

<summary>Historical entries are cut off at a certain date</summary>

Coupler.io uses the **Start date** and **Years** parameters to scope the Entries pull. If you've set a Start date, only entries from that date forward will be included. Use the date picker to extend the range, or clear the parameter to pull all available history.

</details>

## Permission errors

<details>

<summary>403 or "Forbidden" error when accessing certain entities</summary>

Some Clockodo entities — particularly those related to HR (absences, holiday quotas, overtime) — require admin-level access. If you receive a 403 error, the account linked to your API key likely doesn't have the necessary permissions. Switch to an API key from an admin account or ask your Clockodo administrator to grant the required access level.

</details>

## Data discrepancies

<details>

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

Clockodo returns duration values in **seconds**. If your destination (e.g., Google Sheets) is displaying raw values, divide the duration column by 3600 to convert to hours. Also verify that you're comparing the same date range — Clockodo's built-in reports may apply filters or rounding that differ from the raw API data.

</details>

<details>

<summary>Revenue figures look incorrect</summary>

The revenue field in Entries reflects Clockodo's calculated billing amount based on your configured rates. If rates have changed over time or entries are marked as non-billable, the totals may not match manual calculations. Cross-check against the billable and billed flags in the Entries entity to isolate discrepancies.

</details>

## Rate limits

<details>

<summary>Data flow fails with a rate limit or timeout error</summary>

Clockodo's API has request rate limits that can be hit when pulling large volumes of Entries data. Narrow the date range using the Start date or Years parameters to reduce the number of records per sync. If you need full historical data, consider splitting it across multiple data flows — one per year — and using the Append transformation to combine them.

</details>