Data and sync troubleshooting

Last updated: May 19, 2026

Data and sync troubleshooting

Top 10 generic sync issues that affect any integration. For platform-specific issues see com-103 Shopify, meta-108 Meta, gog-106 Google, ttk-103 TikTok, etc.

Who is this for

Admins managing data sync across multiple integrations. The "I don't know which integration is the problem" troubleshooter.

1. Sync stuck > 15 minutes

Symptom: connector card shows Syncing badge for hours, no data appearing.

Possible causes:

  • Rate limit on source platform side

  • Source platform API outage

  • Network issue between Wevion and source

  • Webhook delivery failed; polling fallback hasn't run yet

Fix:

  • Wait 1 hour (most rate-limit windows reset)

  • Check source platform's status page for outages

  • Refresh connector card

  • If still stuck: connector card → Force sync OR contact support with integration name + workspace ID

2. Webhook events missed

Symptom: real-time event (new order, lead, etc.) doesn't appear in Wevion immediately, only after 15-min polling cycle.

Possible causes:

  • Webhook subscription dropped on source side

  • Webhook delivery failed (Wevion temporarily unreachable, retried by source then eventually dropped)

  • Webhook signature mismatch (rejected by Wevion as untrusted)

  • Webhook URL changed (re-install required)

Fix:

  • Check source platform's webhook management UI:

    • Shopify: Settings → Notifications → Webhooks

    • WooCommerce: WooCommerce → Settings → Advanced → Webhooks

    • HubSpot: webhooks managed via OAuth scope (no manual UI)

  • Verify Wevion's webhook URL listed + Active

  • Re-install / re-subscribe webhooks (each integration's docs)

  • 15-min polling will catch missed events even without webhooks (just slower)

3. Conversion not attributed to ad campaign

Symptom: conversion appears in Wevion / source platform, but Wevion analytics doesn't credit any ad campaign.

Possible causes:

  • click_id missing from URL (user landed directly, no UTM)

  • click_id from before Wevion was set up (pre-tracking)

  • Ad campaign attribution lag (Meta CAPI attribution can take 24-72h to settle)

  • Wrong UTM template (custom format Wevion doesn't recognize)

  • Tracker mapping missing (com-108 for tracker setup)

Fix:

  • Check the order/lead's UTM parameters

  • Wait 24-72h for late attribution

  • Verify Campaign Creator uses Wevion's auto-generated UTM templates

  • For tracker: configure mappings at /trackers/:configId/mappings

4. Field mapping wrong (data appears but in wrong field)

Symptom: lead in HubSpot but wevion_utm_source empty, OR Shopify product imported but description missing.

Possible causes:

  • Property mapping not configured for that field

  • Custom property doesn't exist in source system yet

  • Source schema changed (plugin update, custom field renamed)

Fix:

  • Check /connect/{integration} → Property mapping

  • Verify source-side custom property exists

  • Update mapping if schema changed

  • Trigger backfill (HubSpot reverse ETL) to populate existing contacts with corrected mapping

5. Authentication failed mid-sync

Symptom: previously-working integration suddenly stops syncing with auth error.

Possible causes:

  • Token expired (and refresh failed)

  • User revoked Wevion in source system

  • Source account suspended

  • Source platform rotated their OAuth credentials (rare)

Fix:

  • Connector card → Reconnect (most cases)

  • See platform-specific reconnect: meta-107, gog-105, com-103

  • If source account suspended: resolve on source first

  • Reconnect → no data lost (existing data preserved)

6. Duplicate data

Symptom: same order/lead/contact appears twice in Wevion or downstream (HubSpot).

Possible causes:

  • Webhook + polling both delivering same event (usually deduplicated by ID, but bugs happen)

  • Same source connected via multiple paths (e.g. Meta ad account via two different BMs)

  • Customer signed up with same email through two different sources

Fix:

  • For most cases: Wevion auto-deduplicates by ID/email. Verify duplicates aren't intentional (e.g. truly different customers)

  • For HubSpot: HubSpot's duplicate management → merge contacts

  • For ad accounts visible twice: disconnect one (see meta-103)

  • Persistent duplicates: contact support with IDs

7. Currency mismatch with workspace

Symptom: source data in EUR but Wevion shows USD-converted values that don't match Stripe Customer Portal or source UI.

Possible causes:

  • Source platform's native currency != workspace currency

  • Daily FX rate timing differs from source's converter

  • Cross-channel rollup uses workspace currency (auto-FX); per-source view uses native

Fix:

  • Per-source reports use native currency (compare these to source UI for reconciliation)

  • Cross-channel reports use workspace currency (by design for multi-source aggregation)

  • Difference < 3% is normal FX timing

  • Hard reconciliation: use source platform's reports as ground truth, Wevion's per-source for optimization

8. Missing recent data

Symptom: source platform shows events from last hour, Wevion shows only data from 30+ min ago.

Possible causes:

  • 15-min sync cycle hasn't run yet

  • Webhook missed (polling will catch up next cycle)

  • Source-side processing lag (e.g. Meta attribution takes time)

Fix:

  • Wait for next 15-min cycle

  • Force-sync from connector card

  • For attribution-bound metrics: 24-72h is normal lag (Meta/Google attribution rules)

  • If > 1h missing recent and force-sync doesn't help: contact support

9. Webhook signature verification failed

Symptom: connector card or logs show "webhook signature invalid" repeatedly.

Possible causes:

  • Webhook secret rotated on source but not updated in Wevion

  • Wrong webhook URL (someone else's webhook hitting Wevion)

  • Clock skew (some webhook validators use timestamps)

Fix:

  • Re-install the integration to regenerate webhook secret pair

  • Verify webhook URL in source matches Wevion's exactly

  • Check server clock sync

10. Sync working but analytics dashboard empty

Symptom: connector shows green/healthy, recent sync timestamp, but Wevion dashboard shows no data.

Possible causes:

  • Sync brought metadata but no transactional data (e.g. catalog synced, but no orders yet)

  • Filter on dashboard (date range, platform, ad account) is restrictive

  • Workspace currency or timezone settings recently changed (recompute pending)

  • Cache issue

Fix:

  • Verify there IS data in source platform within the dashboard's date range

  • Reset filters on dashboard

  • Hard refresh browser (Cmd+Shift+R)

  • Wait one more 15-min cycle if config changed recently

When to contact support

Reach support@wevion.ai when:

  • Issue not in this list

  • Fix didn't work after 1-2 cycles

  • Suspected Wevion bug (data corruption, persistent dedup failure, etc.)

  • Need elevated rate limit or quota

Include:

  • Workspace ID

  • Integration name + config ID

  • Approximate timestamp of issue

  • Exact error message (copy-paste)

Response: 1-2 business days; priority on Pro/Enterprise.

Useful diagnostics

  • /connect/{integration} → connector card → Last sync + Last error

  • Audit log filter by action: {integration}_sync_failed (admin only — see team-113)

  • SQS worker queues (admin only) — for verifying jobs are being processed

  • Browser DevTools → Network tab → reproduce issue → check 4xx/5xx responses

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