How to troubleshoot Pipedrive sync issues with SourceLoop

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 [email protected] 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.