# How to troubleshoot Pipedrive sync issues with SourceLoop Checklist for diagnosing Pipedrive sync problems, OAuth errors, API domain mismatches, missing Persons, custom field write failures, and how to disconnect cleanly. Source: https://sourceloop.ai/help/troubleshoot-pipedrive-sync/ Updated: 2026-05-28 --- Pipedrive sync issues fall into a handful of buckets. This checklist runs through them in order so you can get from "something's off" to a working sync in under fifteen minutes. ## Before you start Have these tabs open: - **SourceLoop's Pipedrive card** at **Setup -> CRM -> Pipedrive** (showing connection status + Last sync timestamp) - **Pipedrive's Marketplace apps page** at **Settings -> Marketplace apps** (to confirm SourceLoop is still installed) - The most recent **Sync log** entry on the Pipedrive card (three-dot menu) ## Step 1: Check the connection status 1. Open **Setup -> CRM -> Pipedrive** in SourceLoop. 2. Card status: - **Connected** + recent Last sync → healthy - **Connected** + stale Last sync (>1 hour) → stuck - **Token expired** → reconnect needed - **Disconnected** → run connect flow ## Step 2: For 'Token expired' / 'Disconnected' 1. Click **Reconnect**. 2. Sign in to Pipedrive. 3. Authorise SourceLoop's scopes. 4. You're returned to SourceLoop, card flips to **Connected**. If reconnect fails: - **"Not authorised"** → the user authorising isn't a Pipedrive Admin. Reconnect with an Admin user. - **"App removed"** → SourceLoop was uninstalled from Pipedrive Marketplace apps. The reconnect should re-install it. - **"Company changed"** → you signed in with a different Pipedrive company than the one previously connected. Sign in with the original company. ## Step 3: For a stuck sync 1. Open the Pipedrive card's three-dot menu and click **Sync log**. 2. Common errors and fixes: - **HTTP 401 (Unauthorized)** → token expired between cycles. Click **Reconnect**. - **HTTP 403 (Forbidden)** → the connecting user lost a permission. Reconnect with an Admin user. - **HTTP 429 (Rate limit exceeded)** → daily API quota hit. SourceLoop backs off automatically; the next day's quota refreshes. Mid-day fix: check Pipedrive Marketplace apps for other integrations consuming quota. - **`api_domain mismatch`** → Pipedrive moved your company to a different data centre. Click **Reconnect** to refetch the current API domain. 3. To force a sync now, click **Resync now** on the Pipedrive card. ## Step 4: For missing Persons If Persons aren't appearing in SourceLoop: 1. **Email mismatch.** SourceLoop matches by primary email. Check the Person in Pipedrive and confirm the primary email matches what SourceLoop captured. 2. **Pre-connection Persons.** Initial sync only pulls Persons modified after the connection. Run **Initial sync** from the three-dot menu to pull every Person. 3. **Visibility groups.** Pipedrive's visibility groups can restrict who sees a Person. The connecting user must have view access. Test by signing into Pipedrive as that user. ## Step 5: For 'fields not writing' (Persons sync in but custom fields stay blank) 1. **Outbound sync** is enabled on the Pipedrive card. 2. **Connecting user is Admin** for the auto-create flow to work. Otherwise the custom fields don't exist on the Pipedrive side and writes fail. 3. **Field Mapping** tab has at least one outbound mapping; direction is **outbound** or **bidirectional**. 4. **Field exists in Pipedrive**. Open **Settings -> Company settings -> Data fields -> Person** and search for the `sourceloop_*` fields. If they're missing, the auto-create failed; either reconnect with Admin or create them manually. 5. **Field type matches**. If you remapped to an existing Pipedrive custom field that's of the wrong type (e.g., Multiple Options instead of Text), Pipedrive may reject the write. Use Text for UTM values. ## Step 6: For auto-create of sourceloop_* fields failing 1. The connecting user must be a Pipedrive **Admin**. 2. Reconnect with an Admin user, or grant Admin to the current connecting user. 3. Alternatively, create the fields manually: - In Pipedrive: **Settings -> Company settings -> Data fields -> Person -> + Custom field**. - Pick **Text** as the type. - Name: match the API name SourceLoop expects (visible in SourceLoop's Field Mapping tab under "external_field"). 4. Repeat for Organization and Deal objects if you mapped to those entities. ## Step 7: For 'company moved to new data centre' If Pipedrive moved your company between data centres (e.g., US → EU), the API domain stored in SourceLoop becomes stale. 1. Click **Reconnect** on the Pipedrive card. 2. The OAuth response carries the new API domain (e.g., `acme-eu.pipedrive.com`), and SourceLoop updates the connection record. 3. Sync resumes within 15 minutes. ## Step 8: How to disconnect 1. Open the Pipedrive card. 2. Click the three-dot menu -> **Disconnect**. 3. Confirm. SourceLoop stops syncing immediately and revokes the OAuth token. Your SourceLoop data stays intact. To fully remove SourceLoop on Pipedrive's side: 1. **Pipedrive Settings -> Marketplace apps**. 2. Find SourceLoop. 3. Click **Uninstall**. This revokes any cached tokens on Pipedrive's end. ## When to email support If you've worked through the checklist and the sync is still broken, email **hello@sourceloop.ai** with: - The Pipedrive card's current status - The most recent error from the sync log (verbatim) - Your Pipedrive company domain (e.g., `acme.pipedrive.com`) - Approximate time the issue started We'll dig in and respond within one business day. ## Frequently Asked Questions ### My Pipedrive card shows 'Token expired'. What now? Click **Reconnect** and run OAuth again. Pipedrive access tokens are 1-hour-lived; SourceLoop rotates them automatically via the refresh token. A 'Token expired' status usually means the refresh token itself was revoked (the connection was removed from Pipedrive's Marketplace apps page, or your Pipedrive admin changed something on the OAuth app). Reconnect by the same Pipedrive admin fixes it. ### A specific Person isn't syncing. What should I check? Three causes. (1) Email mismatch, SourceLoop matches by email; if the Person's primary email differs from what SourceLoop captured, they won't link. (2) Person created before the connection and not modified since the initial sync. Run **Initial sync** from the three-dot menu. (3) Permission visibility, the connecting Pipedrive user must have view access to the Person (Pipedrive's visibility groups can restrict this). ### SourceLoop fields aren't writing to Pipedrive. Why? Most common cause is the auto-create of custom fields failed. The connecting Pipedrive user must be an **Admin** for SourceLoop to create custom fields via the API. If the user isn't Admin, either grant Admin temporarily and reconnect, or create the fields manually in Pipedrive and add the mapping in SourceLoop's Field Mapping tab. ### My Pipedrive company moved to the EU data centre. Will SourceLoop still work? Yes. The Pipedrive OAuth response includes your company-specific API domain (e.g., `acme-eu.pipedrive.com`), which SourceLoop stores per connection. When Pipedrive moves a company between data centres, the OAuth refresh response carries the new domain and SourceLoop picks it up automatically. If it doesn't, click **Reconnect** to force a re-fetch. ### I'm seeing 'API call quota exceeded'. What now? Pipedrive limits API calls per company per day. SourceLoop respects the limit and backs off automatically. If you're hitting it repeatedly, your Pipedrive account is likely also being hit by another integration (Zapier, custom scripts). The Pipedrive admin can check daily usage at Settings -> Marketplace apps. ### How do I force a full re-sync? Open the Pipedrive card, click the three-dot menu, select **Run initial sync**. This ignores the delta cursor and pulls every Person, Organization, Deal, and Pipeline again. ### How do I completely disconnect? Open the Pipedrive card, click the three-dot menu, select **Disconnect**. SourceLoop stops syncing immediately and revokes the OAuth token. Your SourceLoop data stays intact; no new Pipedrive data syncs until you reconnect. To also remove SourceLoop on Pipedrive's side, go to Pipedrive Settings -> Marketplace apps -> SourceLoop -> Uninstall.