# Apps troubleshooting

> Fix common problems with connected apps: sign-ins, keys, reconnecting, webhooks, limits and failed calls, with each AVX error code.

Source: https://docs.theavoxai.com/connections/apps/troubleshooting

Start on the app's page (**Connections**, then **Apps**, then the app): its status, the last
problem with its code, and the log usually say what happened. **Test connection** checks the app
again in a second.

## Connecting

**The app says Coming soon**

Avox isn't ready to connect that app yet ([AVX-3682](https://docs.theavoxai.com/error-codes/avx-3682)). Use another app for
now, or ask hello@theavoxai.com when it will be ready.

**The keys are refused**

[AVX-3686](https://docs.theavoxai.com/error-codes/avx-3686): copy the keys again (whole, no spaces), check that live and test
match, and for a Stripe restricted key give it Checkout Sessions and Refunds (write).

**I came back from the app's sign-in with an error**

- [AVX-3687](https://docs.theavoxai.com/error-codes/avx-3687): the sign-in was cancelled. Connect again and allow access.
- [AVX-3688](https://docs.theavoxai.com/error-codes/avx-3688): it took more than 10 minutes or the page was reloaded. Start again.
- [AVX-3689](https://docs.theavoxai.com/error-codes/avx-3689): finish in the same browser you started in, signed in to Avox.
- [AVX-3690](https://docs.theavoxai.com/error-codes/avx-3690): a permission was unticked. Reconnect and leave every box ticked.
- [AVX-3703](https://docs.theavoxai.com/error-codes/avx-3703): you signed in with another account. Reconnect with the first one, or disconnect first.

**I can't click Connect**

Either your role doesn't include **Manage connected apps** ([AVX-3707](https://docs.theavoxai.com/error-codes/avx-3707)), the
Switchboard has no plan ([AVX-3706](https://docs.theavoxai.com/error-codes/avx-3706)), or every app your plan allows is
connected ([AVX-3683](https://docs.theavoxai.com/error-codes/avx-3683)). Hover the button to see which.

## After connecting

**The app shows Needs reconnecting**

The app stopped accepting Avox's access ([AVX-3692](https://docs.theavoxai.com/error-codes/avx-3692)): Avox was removed in the
app, the app was uninstalled, a password or security setting changed, or the access ran out. Click
**Reconnect** and sign in with the same account. Steps that use the app are skipped until then.

**The app shows Having trouble**

Several calls in a row failed on the app's side. Open the log, filter by **Failed**, and open an
entry to read the app's own reason. It goes back to Connected by itself once a call works.

**Payments or orders don't update instantly**

For Razorpay, Stripe, PayPal and WooCommerce, check **Instant updates** on the app's page:

1. The webhook in the app uses the exact address shown there.
2. The events listed there are ticked.
3. The secret (or PayPal's webhook ID) in Avox matches the app's ([AVX-3709](https://docs.theavoxai.com/error-codes/avx-3709)).

If updates fail the check, the page counts them. After you change the secret, the count starts over.
Updates that arrive twice are kept once.

**A step that uses an app failed**

Open the app's log and the failed entry. Common codes:

- [AVX-3705](https://docs.theavoxai.com/error-codes/avx-3705): a detail was missing or in the wrong form (an empty amount, a date without its time zone).
- [AVX-3713](https://docs.theavoxai.com/error-codes/avx-3713): the app refused (an order that doesn't exist, a refund above the payment).
- [AVX-3694](https://docs.theavoxai.com/error-codes/avx-3694) and [AVX-3695](https://docs.theavoxai.com/error-codes/avx-3695): the app was down or busy. Avox already retried.
- [AVX-3711](https://docs.theavoxai.com/error-codes/avx-3711): the Switchboard is paused.
- [AVX-3714](https://docs.theavoxai.com/error-codes/avx-3714): Connected apps is switched off for your account. Apps you
  already connected keep working; contact [Support](https://docs.theavoxai.com/support) to turn it back on.

**An entry is missing from the log**

Entries are kept as long as your webhook log retention on [Compliance](https://docs.theavoxai.com/compliance)
([AVX-3710](https://docs.theavoxai.com/error-codes/avx-3710)). The log shows up to 90 days at a time; pick an earlier range to
see older ones.

## Disconnecting

Disconnecting deletes Avox's saved access and keeps the log. If you see
[AVX-3697](https://docs.theavoxai.com/error-codes/avx-3697), Avox is disconnected but the app didn't confirm it: remove Avox in
the app's settings for connected apps too.

Still stuck? Email hello@theavoxai.com with the code and the time it happened.