Exact Online connector not syncing
Ticketclosed
Veldmaat Payments · Exact Online connector not syncing
Exact Online connector configured but not loading data; Sanne Bakker diagnosed restricted service account permissions, fixed them on 5 Mar 2026, and sync began immediately.
What happened
What this says
As at Fri 9 Oct 2026Exact Online connector configured but not loading data; Sanne Bakker diagnosed restricted service account permissions, fixed them on 5 Mar 2026, and sync began immediately.
Problem: The connector showed as configured but no data loaded. Handling: Bethan requested connector logs and suggested checking service account permissions in Exact Online. Sanne identified the issue: permissions were restricted on the Exact Online service account. After fixing permissions on 5 Mar 2026 at 14:10, the connector began syncing and the first batch loaded at 15:05. The refresh completed cleanly overnight, with all merchant records indexed.
Watch: First successful ticket; customer resolved own infrastructure issue promptly.
Details
Updated 9 Oct 26Trail
created · Sanne Bakker 3 Mar 2026 08:58Exact Online connector not syncing. This is needed for the merchant view across HubSpot, Zendesk and Exact Online. Connector shows as configured but no data loading. Checked the credentials and endpoint twice, both correct. No errors in the UI. Need this working.- Public reply · Bethan Lister 3 Mar 2026 11:19Just so I've got this right – the Exact Online connector is saved but no data is loading? Can you get me the job logs from the connector page – that'll show if there's an auth error or if the API is responding differently than we expected. Thanks, Bethan
- Public reply · Bethan Lister 5 Mar 2026 09:23Sanne, I haven't heard back on those logs. Can you share them so we can move forward? Also, double-check that the service account you're using has the right permissions in Exact Online – that's often where this gets stuck. Thanks, Bethan
- Public reply · Sanne Bakker 5 Mar 2026 15:17Found it. Service account permissions were restricted. Fixed in Exact Online at 14:10. Connector syncing now. First batch loaded at 15:05. Sanne
- Public reply · Sanne Bakker 6 Mar 2026 12:31Refresh completed cleanly this morning. All merchant records from Exact Online now in the brain. Connector working as expected. Sanne
- Internal note · Bethan Lister 6 Mar 2026 15:25Service account permissions issue in Exact Online. Customer fixed on their side. Connector now syncing normally. First refresh overnight went clean. Closing.
- Status change · 10 Mar 2026 23:59