Urgent: key connector not syncing

Ticketclosed

Vellacott Payments · Urgent: key connector not syncing

Vellacott's key connector stopped pulling data on 3 Sep 2026. Olivia Grant traced it to missing API credentials after a customer system update and fixed it the same day.

Priority urgent

made from

What happened

What this says

As at Fri 9 Oct 2026

Vellacott's key connector stopped pulling data on 3 Sep 2026. Olivia Grant traced it to missing API credentials after a customer system update and fixed it the same day.

Problem: Tomasz Wiśniewski, head of partnerships operations at Vellacott Payments, reported that one key connector had stopped pulling data completely, which was affecting client service.

Handling: Olivia Grant picked it up as urgent and asked which connector was affected and when data last arrived. Her internal note records the root cause as missing API credentials after the customer's system update, fixed by re-authenticating, and escalated to Ewan Pryce, head of platform, for credential rotation follow-up. The ticket was solved the same day and closed on 7 Sep 2026.

Watch: The failure followed a customer system update, so the account needs a credential rotation plan. The record holds no customer reply confirming that data is flowing again.

AI · claude-haiku-5-5 · as at Fri 9 Oct 2026

AImade from

Details

Updated 9 Oct 26

Priorityurgent

Statusclosed

Categoryconnector_sync

Channelemail

First response (min)33

Helpdeskmade from

Trail

created · Tomasz Wiśniewski 3 Sep 2026 10:48
Hi, we have an urgent situation. One of our key connectors has stopped pulling data completely. This is critical and affecting our ability to serve clients properly. Can you help us get this running immediately?
Public reply · Olivia Grant 3 Sep 2026 11:21
Hi Tomasz, I'm picking this up as urgent priority. Just to confirm so I've got the details - which connector is affected, and when did you last see data coming through successfully?
Status change · Olivia Grant 3 Sep 2026 14:05
Internal note · Olivia Grant 3 Sep 2026 14:28
Root cause was missing API credentials after customer's system update. Fixed by re-authenticating connector. Escalated to Ewan for follow-up on credential rotation best practices.
Status change · 7 Sep 2026 23:59

Helpdeskmade from

BG-Demo is a fictional company; every organisation and person here is invented. B-Viz is the tool. Data as of Fri 9 Oct 2026. Help & Support

Help & Support

Open as a page

Help & Support

B-Viz is one place to read everything the company knows about its customers: the CRM, calls, emails, support tickets, product usage, invoices, documents, news and HR. Every page is built from those systems and the data is current to Fri 9 Oct 2026.

How to use the site

Summary is the landing page: what happened this week, the calls just held and the calls coming up, the risks and the renewals due.
Organisations lists every customer. Open one to see its key facts, the AI assessment and next step, platform usage, the ARR journey, deals, documents, contacts and activity, and the lineage of every block.
Conversations, Commercial, People, News and Documents cut the same data by topic. System explains how the site is built and where each figure comes from.
Every card ends with a small made from link: it opens the lineage explorer focused on that card, so you can walk from the figure down to the raw rows it came from.
Use the sun and moon button at the top right to choose dark or light. Choose your device's own mode again to go back to following the device.

How to ask

Press Ask B (the speech bubble) in the header, or open the Ask B page. Type a question, or pick one of the suggestions.

Ask B sends your question to Claude through the B-Viz connector. Claude answers from the same records as these pages, read-only, and links each claim to its source page.
Find (the box in the header) finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
The same connector works in Claude Desktop or the B-Viz Claude Project, with the same answers and sources.

What the data covers

Data	Records
Organisations	300
People at customers	1,880
BG-Demo staff records (in post and leavers)	65
Calls	2,593
Email threads	3,882
Support tickets	1,502
Documents	1,582
Deals	403
Invoices	365
Events	49
News items	147

Data as of Fri 9 Oct 2026. Text marked AI was written by the AI from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

BG-Demo is a fictional company: every organisation, person and figure here is invented for this demonstration. B-Viz is the tool that reads its data.

Who to contact

Email info@b-viz.com or talk to your B-Viz account team. Tell us the page address and what looked wrong; a screenshot helps.

Help