Troubleshoot

The credentials will not save

Symptom

The Autoflow setup window shows an error when saving the Credentials tab.

Cause

A required value may be missing, or the subdomain may contain the full Autoflow address instead of just the shop name.

Fix

1. Enter only the shop subdomain, such as yourshop.
2. Paste both the API Key and API Password again.
3. Remove spaces before and after each value.
4. Save again.

When to contact support

Contact support if the same values work in Autoflow but do not save in TracsConnect.

Inspection reports do not appear

Symptom

A repair order has Autoflow activity, but TracsConnect does not show the expected report.

Cause

The repair order may not match the Autoflow record, or the connected shop may be wrong.

Fix

1. Confirm the selected shop is the correct Autoflow shop.
2. Confirm the repair order exists in both systems.
3. Try a known recent repair order first.

When to contact support

Contact support with the shop name and repair order number.

Real-time notifications are not arriving

Symptom

The Webhooks tab is saved, but inbound messages or inspection events do not appear.

Cause

The notification URL, security key, or event selection may not match the Autoflow setup.

Fix

1. Copy the Webhook URL from TracsConnect again.
2. Paste the current Security Key in Autoflow.
3. Confirm the event types are enabled.
4. Trigger a small test event after saving.

When to contact support

Contact support if the latest event time does not update after a controlled test.

When to contact support

Send support the shop name, repair order number, event type, and the time you tested. Do not send secret values.