A data source isn't syncing — what to check

Before raising anything, it's worth confirming that data really has stopped flowing. The clearest sign is stale data in your dashboards in Amazon Quick Suite — for example, your latest sales, invoices or support tickets aren't showing up even though they exist in the original tool (your CRM, accounting package, rostering system, and so on).

Keep in mind that most sources sync on a schedule rather than instantly, so a short delay is normal. If yesterday's data is missing this morning, that's expected to catch up; if a source hasn't updated for a day or more, or numbers look frozen at a particular date, that points to a genuine sync problem worth investigating.

Because Intellova uses a managed setup — our team connects your sources for you — the most common cause of a sync stopping is something changing on the source side rather than inside Intellova. Run through these checks: (1) Confirm the source tool is working normally by logging into it directly and making sure your data is there and up to date. (2) Check whether login details or access changed recently — if someone reset a password, removed a user, or changed permissions for the account Intellova uses, the connection can break. (3) Look for any plan or subscription changes with that tool, as a downgrade or lapsed account can cut off data access.

If you find that access was changed or revoked, that's almost certainly the cause. Restoring the previous access usually fixes it, but let us know so we can re-establish the connection and backfill any data missed during the outage.

If the source tool looks healthy and you still can't see fresh data, contact Intellova support and we'll investigate from our end. Because your data lives in a dedicated database hosted on AWS in Australia and the connections are managed by us, sync issues are something our team can diagnose and fix — you don't need to touch any technical setup yourself.

When you get in touch, it helps to tell us: which source is affected, roughly when you last saw correct data, and an example of what's missing or wrong (such as a specific invoice or order that isn't appearing). One more thing to know: a failed save or sync still triggers an email notification, so if you've received an alert about a source, forward it to us — it often contains the detail we need to resolve the problem faster.