Connector sync failure
Ticketclosed
Vellacott Payments · Connector sync failure
A data connector stopped loading new records on 23 Apr 2026. BG-Demo found a service interruption in its logs and said syncing had resumed. The ticket closed on 3 May 2026.
What happened
What this says
As at Fri 9 Oct 2026A data connector stopped loading new records on 23 Apr 2026. BG-Demo found a service interruption in its logs and said syncing had resumed. The ticket closed on 3 May 2026.
Problem: Femi Olatunji reported that a connector had loaded data that morning but nothing since. The customer's team checked their side and found no recent changes.
Handling: Olivia Grant picked the ticket up from chat and an internal note set out checking the logs. She replied that a service interruption, now resolved, was the cause and asked the customer to confirm new data. The ticket was solved on 29 Apr 2026 and closed on 3 May 2026.
Watch: The record does not show the customer confirming that new data is arriving. A platform interruption can recur without a shared root cause.
Details
Updated 9 Oct 26Trail
- Internal note · Olivia Grant 23 Apr 2026 09:18Picked up from chat. Connector not syncing. Need to check logs and investigate root cause.
Public reply · Femi Olatunji 23 Apr 2026 12:20We checked on our end and everything looks fine there. No recent changes that would cause this issue to occur.- created · Femi Olatunji 23 Apr 2026 16:33Hi, one of our data connectors has stopped loading new records. We saw data come through this morning, but nothing since then. Can you help us get this sorted?
- Public reply · Olivia Grant 23 Apr 2026 19:27Thanks for checking. I've found the issue in our logs. There was a service interruption earlier that's now been resolved. Your connector should be syncing again now. Please confirm when you're seeing new data.
- Status change · 3 May 2026 23:59