Article

Troubleshooting connections

Understand connection statuses, reconnect a provider, and fix common sign-in and credential problems.

Updated September 24, 2026

Connections can stop working when a provider password or token changes, when someone revokes access on the provider's side, or when an approval expires. This article explains what the statuses on Account → Connections mean, how to reconnect, and what the messages you might see are telling you.

Before you start

You need to be a subscription administrator to open and fix connections. If you see "Subscription admin access required", ask an administrator. If you see "Subscription required", choose a subscription first.

What the statuses mean

Each card on Account → Connections shows one status.

Connected: the connection is enabled and Structurell has credentials stored for it.
A count of new permissions to review: the connection works, but the provider has new features waiting for your decision. See Review new permissions below.
Needs attention: the connection is disabled, or it's enabled but has no credentials stored. Open it with Manage to find out which.
Not connected: the connection isn't set up and active yet. Open it with Manage to finish setting it up.

When you open a sign-in (OAuth) connection, the authorisation panel also shows Connected or Not connected, plus the access that was approved under Granted access.

A Connected status means credentials are stored. It doesn't guarantee the provider will still accept them, for example if access was revoked on the provider's website. If you see Test connection on the connection, select it to check. You'll see "Connection test successful." or "Connection test failed." with the reason. If a feature using the connection reports errors, reconnect it or replace its credentials.

Reconnect a sign-in connection

Reconnect when access has expired or been revoked, when you want to use a different provider account, or when a feature says the connection no longer works.

Go to Account → Connections and select Manage on the connection.
In the authorisation panel, select Reconnect followed by the provider's name.
Sign in to the provider in the new window and approve access again.
Wait for Authorisation complete and "The connection credentials have been updated."

Reconnecting keeps the same connection, so features that use it carry on working without being set up again.

Replace a token or other credentials

Open the connection with Manage.
Create a new token or credential on the provider's website. Use the links under Provider resources, such as Create a personal access token, if they're shown.
In Credentials, enter the new values. Leave any field blank to keep its stored value.
Select Save.

For security, Structurell never shows stored credentials again.

Review new permissions

A connection only lets Structurell use the provider features you've allowed. When the card shows new permissions to review:

Open the connection with Manage and go to Permissions.
Under New permissions requested, select Allow or Block for each one. Each says whether it reads data from the provider or makes changes there.
Select Save.

If a request says "The" followed by the provider's name and "key also needs this access", the token or key you stored doesn't have that access yet. Update it on the provider's website, then replace the credentials as above. A feature that relies on a blocked permission won't work until you allow it.

Messages you might see

When signing in with a provider

Name this connection: enter a Name before you select the sign-in button.
Complete your app credentials: you've ticked Use custom app credentials for this connection. Enter both the application ID and secret, or untick it.
Unable to start authorisation: "Authorisation is not available for this connection." means the provider doesn't support sign-in this way. "Check the connection details and try again." means something in the form needs fixing, such as a missing account detail like a Shopify store domain.
"The authorisation window was blocked. Continue in this tab and return here after authorisation?": your browser blocked the pop-up. Select Continue in this tab, or allow pop-ups for Structurell and try again.
Popup blocked. Allow popups and try again.: this appears when an Add connection button can't open its window. Allow pop-ups for Structurell and try again.
Authorisation cancelled: "Authorisation was cancelled. The provider was not connected." You closed the window or declined on the provider's side. Start again when you're ready.
Authorisation failed: "The provider did not complete authorisation." Try again. Check you're signing in with an account that's allowed to approve access, such as an administrator of the provider account.
A message saying the provider hasn't been configured means sign-in for that provider isn't available on your account yet. Contact support.

When saving or deleting

Delete connection?: "This connection will be removed." Select Delete to continue.
Delete connection and linked data?: other parts of Structurell use this connection. The window lists the linked data. Select Remove linked data and delete only if you want to remove that data too, or Cancel to keep everything.
Unable to update notification routing.: see Notification routes.