Troubleshoot

Test connection failed

Symptom: When you click Test Connection, you see a red error instead of a green check.

Likely cause: Usually the access key is wrong, has extra spaces, or has been revoked by Setmore.

Fix:

1. Open the setup window again and look at the Access Key field.
2. Copy the key directly from the Setmore email — do not retype it by hand.
3. Paste it into the field. Make sure no extra spaces sneak in at the start or end.
4. Click Test Connection again.

Escalate: If the test still fails after pasting a fresh key, contact support with the date you received your access key from Setmore.

My customer’s vehicle didn’t sync

Symptom: An appointment came through, but the vehicle field is empty in TRACS.

Likely cause: Most often this means the field names on your Setmore booking page don’t match what TracsConnect is looking for.

Fix:

1. Open Setmore → Settings → Booking Page → Custom Fields.
2. Confirm the field names match the labels saved in TracsConnect: Vehicle Year, Vehicle Make, Vehicle Model by default.
3. If your names are different, open Setmore in TracsConnect and update the Vehicle field mapping panel.
4. New appointments after this fix will sync correctly. Past appointments stay as-is.

Escalate: If the field names match exactly and vehicles still aren’t syncing, contact support with the appointment date so we can look up what happened.

Sync says an appointment needs review

Symptom: The sync result says review is needed, or the appointment did not create because TracsConnect could not choose a safe customer or vehicle.

Likely cause: TracsConnect couldn’t confidently match the customer or vehicle. This usually happens when a customer leaves a vehicle field blank, mistypes their phone number, or uses a different name than last time.

Fix:

1. Review the appointment date, customer name, phone, and vehicle details in Setmore.
2. Clean up duplicate or inactive TRACS customer records if the same phone number belongs to more than one person.
3. Fix the Setmore booking details or update the Vehicle field mapping panel, then run the sync again for that date range.

Escalate: If the same customer keeps needing review, contact support — there may be duplicate customer records to clean up.

I changed my custom field names in Setmore and sync stopped working

Symptom: Vehicle data was syncing fine, then you renamed a field in Setmore, and now new appointments come in with no vehicle.

Likely cause: TracsConnect remembers the old field names. It doesn’t know you renamed them.

Fix:

1. Open Setmore in TracsConnect.
2. Update the Vehicle field mapping panel.
3. Update the names to match what you renamed them to.
4. Save. New appointments will sync correctly going forward.

I need to stop Setmore sync

Symptom: You want to stop syncing temporarily, or you need the connection removed.

Likely cause: Past appointments stay in TRACS. Future Setmore sync work can be stopped from the setup window.

Fix:

1. Open Setmore in TracsConnect.
2. Turn off Enable Setmore calendar sync.
3. Click Save.
4. Contact support if you need the saved Setmore access key removed entirely.

Escalate: To reconnect later, you will need your Setmore access key again. If you lost the email, ask Setmore to send a new one.

When to contact support

If none of the above fits your situation, the fastest way to get help is to copy the Connection ID from the active connection card on the Connections page and email it to support along with:

• What you were trying to do
• What happened instead
• The date and time it happened (so we can look at the matching activity)

See Contact support for our email address.