📝 Description
Find out what the "In error" status means for your API account or file on Waltio, as well as the steps to take to resolve the issue.
This status indicates that Waltio can no longer retrieve or read data correctly from the relevant platform. Your previously imported data will not be deleted, but new transactions will no longer sync until the situation is resolved.
⚠️ Warnings
Never share your secret key or full API key outside of our official channels: the Waltio team will only ever request it via the website chat or by email at
[email protected], using a secure method.Deleting your API account or file that is in error will delete all your transactions as well as any edits you may have made. If you have made a significant number of edits to your transactions, do not delete it: instead, contact our support team to find an alternative solution.
📂 Resolving an API account in error
An API connection can encounter an error due to an expired, deleted, or modified key, an unavailable remote server, or a synchronization issue. To resolve an API-related issue:
Go to the Accounts page in Waltio and check the error message displayed for the account concerned.
If the message indicates that the key has expired or its permissions have changed, reconnect to the relevant platform.
Delete or disable the old API key on the platform if necessary, then create a new API key. ⚠️ Warning: this will delete all transactions and any edits you made to them (such as adding custom labels).
Click Add an account and enter the new API connection details in Waltio.
If Waltio asks you to Force sync, confirm the action.
Verify that the account status returns to normal and that your latest transactions appear.
If the error persists, contact support with the following information:
The name of the platform.
The exact error message.
A screenshot of your API key permissions, if applicable.
Confirmation that the API key has been modified or recreated.
I closed an account and now the API shows an error. What should I do?
⚠️ Do not delete the API, or you risk losing your entire transaction history with no way to recover it.
From the Accounts page, click the exclamation mark next to the error message instead, then click the Archive button.
This will remove the error while preserving your full transaction history.
📂 Resolving a file in error
A file is rejected when its structure does not match the expected format (incorrect export, modified file, format change by the platform, or a new type of transaction). To resolve a file-related issue:
Check that you have exported the full transaction history.
Check the platform tutorial in our Help Center to select the correct export type.
Download the original file again directly from the platform.
Go to My accounts and import the original file without opening it, modifying its columns, or altering its content.
If the import fails again, try generating a new export covering the same period.
If the issue persists, send your original file to support via chat.
💡 API or file: which method should you use?
The choice of method depends on your situation:
API Connection: allows you to automatically synchronize your new transactions.
CSV / Excel file: recommended if the API connection is unavailable, does not cover the complete history, or due to technical constraints.
To find the optimal method, check the tutorial dedicated to your platform in the Help Center.
💡 When should you contact support?
Contact our support team in the following cases:
Your API account remains in error after creating a new key.
You have made a large number of edits to your transactions and do not want to lose them.
Your compliant file is rejected repeatedly.
Transactions are missing after a re-import or re-synchronization.
You are unsure which file to export or which permissions to grant.
To speed up handling your request, always provide the platform name, the exact error message, and the import method used (API or File).
Never share your secret key or full API key outside of our official channels: the Waltio team will only ever request it via the website chat or by email at [email protected], using a secure method.