Cradle

Integrations

Reconnecting after a permissions change

If your CRM integration has gone offline after a password reset, MFA change, or admin update, here's how to bring it back.

CRM integrations can go offline without anyone explicitly disconnecting them. A password reset, an MFA reset, a role change, or an admin revoking the connected app on the CRM side will all knock the link out. Calls and SMS stop logging, and contacts stop syncing.

This article covers how to bring HubSpot, Xero, XPM, or FYI back online once that's happened.

Common reasons your integration goes offline

  • The user who originally connected the integration had their password reset on the CRM side.
  • That user's MFA was reset, or they changed phones and MFA wasn't restored.
  • That user's role in the CRM changed, removing the access Cradle was using.
  • An admin in the CRM revoked the Cradle connected app, or removed the OAuth grant.
  • The connected user left the company and their CRM account was deactivated.

In any of these cases the integration is still listed in Cradle's admin portal, but it can't make calls into the CRM and contact syncing has paused.

How to bring it back online: disconnect, then connect

There isn't a "reconnect" button. To re-establish the link, you disconnect the integration first, then connect it again from scratch. The two-step path is the same on all four CRMs.

  1. Sign in to the admin portal at admin.cradle.io.
  2. Open Integrations.
  3. Open the integration that's offline (HubSpot, Xero, XPM, or FYI).
  4. Disconnect it. The detailed walkthrough for each integration is at Disconnecting HubSpot, Disconnecting Xero, Disconnecting XPM, or Disconnecting FYI.
  5. Connect it again. You'll be sent to the CRM to sign in and approve access. Sign in as the user you want the integration to run under going forward. If the original connected user no longer has the right access, sign in as someone who does; the integration will be re-established against that user.
  6. Once you're sent back to Cradle, the integration shows as connected and a fresh sync kicks off.

How to tell it worked

  • On the Integrations page in the admin portal, the integration shows as connected.
  • A new test call to a contact in the CRM gets logged after the call ends. For HubSpot that happens within minutes. For Xero, XPM, and FYI, log a call to a contact you know exists in the CRM and confirm the call appears on the contact record.
  • For SMS, send a quick message to a known contact and check it appears against the right record (per-message for HubSpot, per-thread for FYI).

What about contacts I added during the offline period?

For HubSpot, fresh contact changes flow through within minutes of reconnecting.

For Xero, XPM, and FYI, the regular sync runs once a day, so contacts added on the CRM side during the disconnected window may take up to 24 hours to appear in Cradle. To pull them through sooner:

  1. In the admin portal, go to Integrations and open the relevant integration.
  2. In its settings, run Resync contacts.
  3. In the Cradle desktop app, open Settings → Contacts and click Sync to pull the freshly synced data down.

If the disconnect-then-connect didn't fix it

  • Make sure you signed back in as a user who has access to the right CRM organisation or portal. It's easy to accidentally pick a sandbox or test org.
  • For HubSpot specifically, check that the user you just connected as is still active in the HubSpot portal.
  • If the integration keeps showing as offline after a successful connect, email help@cradle.io with the integration name, the time you connected, and what error (if any) the admin portal showed.

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