When a connection goes Degraded or Error
The key your accounting system gives Merchaint does not last forever. Rather than failing silently, the connection changes state and stops trying.
- A walkthrough video, then the three states and what each one gives you
- Why Retry and Reconnect are the same button, and why it is safe
- What an errored connection does not tell you
- When to disconnect, and what that actually does
01 · Video
Feature walkthrough
02 · Why
Why do connections break?
The key your accounting system gives Merchaint does not last forever, and it stops working if someone revokes access, changes the password, or removes the app at the accounting system’s end. Rather than failing silently, the connection changes state and stops trying.
03 · How
Bring one back
- Go to Settings → Integrations and look at the badge on each connection.
- If it says Degraded or Error, press
Retry. - Sign in again at your accounting system if you are asked to.
04 · Expected result
| Badge | What it means | What you get |
|---|---|---|
| Connected | Working. | Sync Mappings, Sync Status, the pull switch, Reconnect |
| Degraded | Failing, but recoverable. Syncing has stopped. | Retry only |
| Error | Not usable. Often a sign-in that never finished. | Retry only |
After a successful retry the badge returns to Connected and the other buttons come back.
Retry and Reconnect are the same button
It is called Retry when something is wrong and Reconnect when nothing is. Both do exactly what the tooltip says:
Re-authorize with the stored credentials (keeps this connection, its mappings and its synced records)
So it is safe. You do not lose your mappings and you do not lose the links to records already synced.
05 · Troubleshooting
Retry keeps failing
Somebody may have removed Merchaint’s access at the accounting system’s end. Check the connected-apps list in Xero or QuickBooks, then connect again.
The connection is fine but nothing syncs
Check the pull switch — see Turn QuickBooks pulls off and on.
06 · Notes
Disconnecting is the bin icon
At the right-hand end of the connection. It asks first:
This will revoke OAuth tokens, delete stored credentials, and stop all syncing. You can reconnect later with new credentials.
Disconnect only if you mean to stop using that company. Use Retry for anything you are trying to fix.
07 · FAQ
Common questions
Your Merchaint records stay. What goes is Merchaint’s access to the accounting system.
The dialog does not say, and we did not test it. Assume you may have to set them up again.
In practice: Degraded is a working connection that started failing, Error is one that never worked. Both offer the same single button.