Connector re-authorisation needed

Ticketclosed

Thackwray Logistics · Connector re-authorisation needed

Customer reset API credentials on orders and returns connectors during security update. Kate Ormerod walked Josh Pearce through re-authorisation. Orders connector completed and syncing; returns connector re-authorisation requested but completion unconfirmed.

Priority high

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What happened

What this says

As at Fri 9 Oct 2026

Customer reset API credentials on orders and returns connectors during security update. Kate Ormerod walked Josh Pearce through re-authorisation. Orders connector completed and syncing; returns connector re-authorisation requested but completion unconfirmed.

Problem: Orders system and returns connectors needed re-authorisation after credential rotation on the customer's e-commerce platform.

Handling: Kate provided clear self-service instructions via chat. Orders connector re-authorised successfully and syncing was confirmed. Returns connector re-authorisation was requested but no follow-up confirmation was received before ticket closure.

Watch: Unclear whether returns connector re-authorisation was completed. Confirm final status with customer.

AI · claude-haiku-4-5-20251001 · as at Fri 9 Oct 2026

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Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categoryconnector_sync

Channelchat

First response (min)34

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Public reply · Josh Pearce 22 Jan 2026 10:10
We've just rotated credentials on our e-commerce platform. The orders and returns connectors will need re-authorising.
created · Josh Pearce 22 Jan 2026 12:01
We've had to reset the API credentials for the orders system connector as part of a security update. The connector will need to be re-authorised in the brain. Can you help us get this done?
Public reply · Kate Ormerod 22 Jan 2026 12:35
Thanks for the heads-up, Josh. I'll walk you through the re-authorisation in the settings. Log in to the brain and navigate to Connectors, can you do that? Thanks, Kate
Internal note · Kate Ormerod 23 Jan 2026 14:53
Josh re-authorised the orders connector. Returns connector still pending.
Public reply · Kate Ormerod 23 Jan 2026 15:45
Orders is done and syncing. Can you re-authorise the returns connector as well? Same process. Thanks, Kate
Status change · Kate Ormerod 28 Jan 2026 17:30
Status change · 1 Feb 2026 23:59

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

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B-Glass 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.

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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.

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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-Glass 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-Glass Claude Project, with the same answers and sources.

What the data covers

Data	Records
Organisations	225
People at customers	862
BG-Demo staff records (in post and leavers)	58
Calls	1,995
Email threads	3,013
Support tickets	1,159
Documents	1,218
Deals	315
Invoices	285
Events	49
News items	119

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-Glass is the tool that reads its data.

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