Troubleshoot

The connection test fails

Symptom

The Connecteam setup window shows a red error after you click Test connection.

Cause

The access key may be missing, expired, disabled, or tied to a Connecteam plan without access.

Fix

1. Confirm the access key is active in Connecteam.
2. Confirm the account owner created the key.
3. Create a new access key and paste it into TracsConnect.
4. Click Test connection again before saving.

When to contact support

Contact support if a new active key still fails.

Employees do not auto-match

Symptom

The mapping wizard cannot match some TRACS employees to Connecteam users.

Cause

Names, phone numbers, or email addresses may not line up between systems.

Fix

1. Search for the Connecteam user manually in the mapping manager.
2. Correct names or phone numbers in the source system when they are clearly wrong.
3. Save mappings only after each employee is matched to the right person.

When to contact support

Contact support if a Connecteam user is missing entirely from the list.

Time is not syncing for one employee

Symptom

Most employees sync, but one employee does not.

Cause

That employee may be unmapped, paused, or mapped to the wrong Connecteam user.

Fix

1. Open the Connecteam mapping manager.
2. Confirm the employee has an active mapping.
3. Confirm the mapping points to the right Connecteam user.
4. Resume sync if the mapping was paused.

When to contact support

Contact support with the employee name and the time range that did not sync.

When to contact support

Send support the shop name, affected employee names, and the time range involved. Do not send the Connecteam access key.