How to Tell If Your Integration Is Actually Syncing
Updated 16 days ago
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"Connected" and "syncing" are not the same thing. Connected means Kintsugi successfully authenticated with your platform at some point. Syncing means transaction data is still actively flowing in today. An integration can stay "Connected" in your dashboard for weeks after it's stopped pulling in new orders. Expired tokens, revoked API access, and platform-side changes can all quietly break the data flow without ever changing that status label.
This matters because a silently broken sync means tax isn't being calculated or collected on new sales, even though nothing in your dashboard is flashing red. So, check your transaction data directly using the steps below to know for sure.
Connected vs. Syncing
Status | What It Confirms | What It Doesn't Confirm |
|---|---|---|
Connected / Active | Kintsugi has valid credentials for your platform | That new transactions are actually arriving |
Actually syncing | New orders are showing up in Kintsugi as they happen on your platform |
The "Connected" label is a one-time handshake check, not a live health check. To know whether data is really moving, you have to look at the transactions themselves.
3 Ways to Confirm Your Integration Is Syncing
Compare transaction counts. Go to Data Sources and check the transaction count next to your integration. Place a test order (or check a recent real one) on your store, then confirm that same order shows up in Kintsugi within a few minutes to a few hours, depending on the platform.
Check your Total Transactions figure. On your main dashboard, look at the Total Transactions tile and the Details by Year graph. If you've made sales recently but the trendline is flat or the total hasn't moved, new orders aren't reaching Kintsugi.
Look at the date on your most recent transaction. Open the Transactions page and sort by date. The most recent entry should roughly match your most recent sale. A gap of several days or more with no matching order on your platform side is the clearest sign a sync has stalled.
If all three line up with what's actually happening in your store, your integration is syncing normally.
Signs Your Sync Has Actually Stopped
What You'll Notice | What It Usually Means |
|---|---|
Latest transaction in Kintsugi is older than your most recent sale | New orders aren't being pulled in |
Total Transactions hasn't changed despite recent sales activity | Sync has stalled, even if status still shows Connected |
A specific order you know happened is missing from Kintsugi | Either a partial sync failure or a data mapping issue on that order |
Integration status shows anything other than Connected/Active (e.g., an error banner, "Reconnect required") | The connection itself has broken. See the reconnect steps for your platform |
If you're only seeing the first three signs and the status still says Connected, the issue is usually an expired token or revoked permission on the platform side rather than something wrong in Kintsugi.
Why Sync Timing Varies by Platform
Not every integration updates at the same speed, so don't judge "is it syncing" against a single universal timer:
Near real-time integrations (such as Shopify, WooCommerce, BigCommerce, and Stripe) typically reflect new orders within minutes.
Scheduled or batch-based integrations (such as NetSuite, QuickBooks, and Xero) often sync on a recurring schedule rather than instantly. Depending on the integration and configuration, it's normal for new data to take anywhere from several minutes to a few hours to appear.
Check your specific integration's expected sync cadence before assuming something is broken over a short delay.
Special Cases
If you recently changed API credentials or permissions on your platform. Revoking or regenerating API keys on the platform side breaks the sync even though Kintsugi still shows the integration as Connected. Reconnect the integration from your Kintsugi dashboard to refresh the credentials.
If your platform account changed plans, apps, or ownership. Changes made directly in Shopify, NetSuite, or similar platforms (like uninstalling and reinstalling apps, or transferring store ownership) can silently revoke the permissions Kintsugi relies on.
If only some orders are missing, not all. This is usually not a full sync failure, but more likely specific orders that failed validation (for example, an incomplete address or an unrecognized product). Check those individual orders rather than assuming the whole integration is down.
If the integration shows an error or disconnected status. That's a different issue from a silent stall. Follow the reconnect steps for your specific platform to restore the connection.
FAQs
Q: My integration says "Connected." Why aren't my transactions showing up?
A: Connected only confirms Kintsugi has valid credentials. It doesn't guarantee new data is flowing. Check the transaction date and count as described above to confirm actual sync activity.
Q: How often should new transactions appear in Kintsugi?
A: It depends on the platform. Real-time platforms like Shopify and Stripe usually sync within minutes. Batch platforms like NetSuite and QuickBooks may sync on a periodic schedule with a delay of a few hours.
Q: I placed a test order and it hasn't shown up yet. Should I be worried?
A: Not immediately. Give it time based on your platform's normal sync cadence first. If it still hasn't appeared after that window, check your integration status and reach out if needed.
Q: One order is missing but everything else looks fine. Is my integration broken?
A: Probably not. A single missing order is usually a validation issue with that specific transaction (like an incomplete address), not a broken sync. Check the order directly rather than reconnecting the whole integration.
Q: Does tax stop being collected if my sync silently stalls?
A: Yes, potentially. If new orders aren't reaching Kintsugi, tax isn't being calculated or recorded for them, even though your storefront may still be charging some rate on its own. That's why it's worth checking sync health directly rather than relying on the status label.
Q: What should I do if I confirm my sync has actually stopped?
A: Reconnect the integration from your Kintsugi dashboard. If reconnecting doesn't resolve it, reach out through live chat so we can investigate further.
Need Help?
If you can't find the answer you're looking for, click the chat bubble in the bottom-right corner of your dashboard. We're always happy to help.
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