Integration Troubleshooting
Integration not working? Here are common issues and how to fix them.
Connection Issues
"Connection Failed" or "Authorization Error"
The connection between Welcome and the external service was interrupted.
Try:
- Go to Integrations
- Disconnect the integration
- Reconnect it fresh
- Complete the authorization again
"Token Expired"
Your authorization has timed out.
Fix:
- Disconnect the integration
- Reconnect and re-authorize
- Some services require periodic re-authorization
"Permission Denied"
Welcome doesn't have the right permissions.
Check:
- You authorized all requested permissions
- Your external account has access to the data
- Try disconnecting and reconnecting with full permissions
Sync Issues
Items Not Importing
Check:
- Items exist in your POS and are active
- Items are assigned to a location you've connected
- Items aren't hidden or archived in your POS
Prices Don't Match
Reasons:
- Welcome shows a different price than your POS
- You may have edited the price in Welcome after importing
- POS might use location-specific pricing
Fix:
- Re-sync to see the POS price
- Accept the update or keep your Welcome price
Images Not Appearing
Check:
- Images exist in your POS
- Images are in supported formats (JPG, PNG)
- Try re-importing the specific items
Modifiers Missing
Check:
- Modifiers are set up correctly in your POS
- They're attached to the items you imported
- Some modifier structures may need manual recreation
Still Not Working?
Gather Information
Before contacting support, note:
- What integration you're using
- What you're trying to do
- What error message (if any) you see
- When the problem started
Check Service Status
Sometimes the external service has issues:
- Check Square's status page if using Square
- Check Welcome's status page
Contact Support
If nothing else works:
- Email [email protected]
- Describe the issue
- Include error messages and screenshots
- Mention what you've already tried
Preventing Issues
Keep Authorizations Fresh
If an integration asks you to re-authorize periodically, do it promptly.
Sync Regularly
Don't let data drift too far apart. Regular syncs catch issues early.
Review After Sync
Always check that synced data looks correct. Catch problems before they affect customers.
Need help? Contact support.