Connection Errors

If your integration card shows a red Connection Error badge or data has stopped syncing from your payment processor, LostChurn can no longer communicate with your PSP's API.

Symptoms

• A red Connection Error badge on the integration card in Settings > Integrations
• No new events arriving in the dashboard despite active payments in your PSP
• Retry attempts failing with "Provider unreachable" in the payment detail retry history
• A notification banner at the top of the dashboard reading "Integration disconnected"
• The Last Synced timestamp on the integration card is hours or days old

Common Causes

1. API key revoked or rotated -- the API key stored in LostChurn was deleted or rotated in your PSP without updating LostChurn
2. OAuth token expired -- the OAuth access token has expired and the refresh token is no longer valid
3. PSP permissions changed -- the API key's permissions were modified and no longer include the scopes LostChurn requires
4. Payment provider downtime -- the PSP itself is experiencing an outage
5. Account suspended or closed -- your PSP account has been suspended, deactivated, or closed

Step-by-Step Fix

1. Check your PSP's status page

Before troubleshooting your own configuration, verify that the PSP is operational:

• Stripe: status.stripe.com
• Braintree: status.braintreepayments.com
• Paddle: status.paddle.com
• Recurly: status.recurly.com

If the PSP is experiencing an outage, LostChurn will automatically resume syncing once the provider is back online. No action is needed on your part.

2. Verify your API key is still valid

If you connected via API key:

1. Log in to your PSP dashboard
2. Go to the API keys section (usually under Developers or Settings)
3. Confirm the key used by LostChurn still exists and is active
4. If the key was revoked or rotated, create a new key with the required permissions and update it in LostChurn under Settings > Integrations > [Your PSP] > API Key

3. Reconnect via OAuth

If you connected via OAuth and the token has expired:

1. Go to Settings > Integrations in the LostChurn dashboard
2. Click Reconnect on the affected integration card
3. Complete the OAuth authorization flow with your PSP
4. LostChurn will generate new access and refresh tokens automatically

OAuth tokens can expire for several reasons:

• The authorization was revoked in the PSP dashboard
• Your PSP account's security settings require periodic re-authorization
• The refresh token exceeded its maximum lifetime

4. Check API key permissions

If the connection was previously working and recently broke, your PSP API key permissions may have been modified. LostChurn requires the following minimum permissions:

Stripe:

• Charges: Read
• Customers: Read and Write
• Invoices: Read and Write
• Payment Intents: Read and Write
• Subscriptions: Read and Write
• Events: Read
• Webhook Endpoints: Read and Write

Braintree:

• Transactions: Full access
• Customers: Full access
• Subscriptions: Full access
• Webhooks: Full access

If any of these permissions were removed, update the API key in your PSP to restore them.

5. Verify your PSP account status

If none of the above steps resolve the issue, confirm that your PSP account is in good standing:

• Log in to your PSP dashboard and check for any account alerts, compliance holds, or suspension notices
• Verify your PSP billing is current (some providers disable API access when their own invoices go unpaid)
• Check if your PSP has migrated to a new API version that requires re-authorization

After Reconnecting

Once the connection is restored:

1. LostChurn will automatically process any queued webhook events that arrived during the disconnection (events are buffered for up to 72 hours).
2. Pending retries that failed due to the disconnection will be rescheduled automatically.
3. The Connection Error badge will clear and be replaced with a green Connected badge within a few minutes.

Still Not Working?

If the connection error persists after trying all of the above:

1. Try fully disconnecting and re-adding the integration from scratch: go to Settings > Integrations > [Your PSP], click Disconnect, then set up the connection again following the integration guide for your PSP.
2. Check status.lostchurn.com for platform-level issues.
3. Contact support at support@lostchurn.com with your PSP name, account ID, and a description of when the error started. The support team can check the connection logs on our side.