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Troubleshoot integrations and APIs

This article helps you troubleshoot issues with integrations and APIs in Personio. The steps you follow depend on who built the integration. Personio doesn't build or maintain every integration. Find out who built your integration before you start troubleshooting.

This article covers these issues:

Issue during set up

Issues after setup

Before you start

The continue button in the integration setup wizard doesn't respond

Issue

When setting up an integration in the Marketplace, clicking Continue in the setup wizard does nothing. This is usually caused by a browser extension, proxy, or corporate network configuration blocking the page's JavaScript.

Possible solution

  1. Open Personio in a private or incognito browser window and restart the setup wizard. This disables browser extensions that may be interfering with the page.
  2. If the button still doesn't respond, try connecting from a different network — for example, a mobile hotspot instead of your company network.

Find out who built your integration

Before troubleshooting, check who built your integration. The steps you follow and who can help depend on this. To find out:

  1. Go to Marketplace and search for the integration.
  2. If the integration appears, open it and check the Developed by field in App details:
  3. If the integration doesn't appear in the Marketplace, troubleshoot an integration not in the Marketplace.

A Personio-built Marketplace integration isn't working

Issue

Integrations that Personio develops are the only Marketplace integrations with a Monitoring tab. If yours has stopped working or isn't syncing, the Monitoring tab is the first place to check.

Possible solution

  1. Go to Marketplace > Connected integrations and confirm the integration still shows as connected.
  2. Check the Monitoring tab for sync status and any error details.
  3. If that doesn't resolve the issue, Account Owners can contact Support. 

A third-party Marketplace integration isn't working

Issue

External partners, not Personio, build and maintain third-party Marketplace integrations. Personio cannot see how the partner configured the integration or why it stopped working. If yours has stopped working or isn't syncing, the partner's support team is responsible for troubleshooting it.

Possible solution

  1. Contact the partner's support team. You can find their contact details in the right-hand bar of the integration's page in the Marketplace.
  2. Personio acts as the recipient of API calls. The partner's integration sends requests to retrieve or synchronize data with Personio. If this doesn't happen, only happens partially, or produces errors, the cause is usually missing or incorrect requests on the partner's side. Personio doesn't have visibility into how the partner configured the integration or whether anything changed on their side. The partner builds and maintains the integration, not Personio.
  3. If the partner reports no issues on their end, ask their technical team to check their logs specifically for the affected records — including whether they sent the API request and what response Personio returned. Personio doesn't retain logs of partner API activity, so the partner's logs are the only place this can be confirmed.
  4. If the issue needs deeper investigation after that:
    • For customers: Account Owners can contact Support to request a surface-level review. Personio cannot guarantee a fix or provide in-depth code review or consulting. To help with the review, ask your IT team or developer for: the complete API call including headers and body, the client ID used, and the full API response.
    • For integration partners: if your technical team has exhausted their investigation and believes the issue is on Personio's side, the customer's Account Owner can contact Support and request escalation to Personio's Partner Management Team.

A third-party Marketplace or custom integration returns error codes when syncing absence data

Issue

A connected integration returns API error codes when attempting to sync absence data to Personio. The error codes indicate why Personio rejected the request.

Possible solution

Use the error code and message your integration tool returned to identify the cause and apply the relevant fix below.

422 — No policy is assigned to employee

The employee doesn't have a time off policy assigned for the time off type the integration is trying to sync. Go to the employee's profile, open the Time off tab, and confirm a policy is assigned for the relevant type. If none is assigned, add the correct one and ask the integration to retry.

400 — Overlapping absence period

Personio doesn't allow two absence entries to cover the same period for the same employee. Remove the existing absence in Personio before the integration attempts to sync the overlapping period.

404 — Employee not found

This may indicate the integration is sending an employee ID that doesn't exist in Personio. Verify that the employee IDs the integration transmits match the employee IDs in your Personio account. For other 404 causes, contact the integration partner's support team.

An integration not in the Marketplace isn't working

Issue

An integration not listed in the Marketplace is a custom integration. Personio didn't build it and doesn't maintain it. Your IT team or an external developer who isn't a Personio partner set it up directly via the API. Troubleshooting is their responsibility.

Possible solution

  1. Contact your IT team or the developer who built the integration. They're responsible for troubleshooting it and will have access to the technical details Personio cannot see.
  2. Personio acts as the recipient of API calls. Your integration sends requests to retrieve or synchronize data with Personio. If this doesn't happen, only happens partially, or produces errors, the cause is usually missing or incorrect requests on your side.
  3. If the issue needs deeper investigation, Account Owners can contact Support to request a surface-level review. Personio cannot guarantee a fix or provide in-depth code review or consulting. Ask your IT team or developer for the following:
    • The complete API call, including headers and, if applicable, the body.
    • The client ID used.
    • The full API response.

The Greenhouse webhook fires but Personio doesn't create an employee profile

Issue

The Greenhouse webhook fires, but Personio doesn't create an employee profile.

Solution

Work through these steps.

  1. Confirm the candidate is in "Hired" status in Greenhouse. The integration only creates a Personio profile when the candidate is explicitly moved to "Hired" in Greenhouse. Moving them to a different stage, or progressing them through an offer workflow without updating their Greenhouse stage, doesn't create their profile.
  2. Check that required fields are populated in the candidate's Greenhouse record. The hire sync requires a first name, last name, and email address on the candidate's Greenhouse record. If any of these fields are empty, Personio doesn't create the profile. Verify the candidate's record directly in Greenhouse — this is a data completeness check, not an attribute mapping check.
  3. Check for a duplicate email address in Personio. If an employee profile already exists in Personio with the same email address as the hired candidate, Personio cannot create a second profile. Go to Organisation > People list and search for the candidate's email to confirm no existing profile is using it.

The Entra ID integration shows an "Insufficient privileges to complete the operation" error (403)

Issue

The Entra ID integration fails to sync specific employees with a 403 Forbidden or "Insufficient privileges to complete the operation" error while other employees sync correctly. 

Solution

Personio cannot determine which of these applies. You need to investigate the cause directly in Microsoft Entra ID.

  1. Start by re-authenticating the integration. Go to Marketplace > Connected integrations. Select Microsoft Entra ID and click Repeat authentication.
  2. If the error persists after re-authentication, the affected accounts in Microsoft Entra ID might have a configuration that restricts the integration's access. Check the following possible causes with your IT team:
    • Privileged roles: The account holds a Global Administrator, Privileged Role Administrator, or similarly privileged role. Assign a higher role to the integration app so it can update these accounts. For more information on admin rights, visit Microsoft's documentation on roles and privileges.
    • Break-glass accounts: The account is a protected emergency access account and is intentionally restricted from automated updates.
    • On-premises AD sync: A local Active Directory manages the account. You can only change some attributes in the on-premises environment, not in the cloud.
    • Guest vs. member status: The account is configured as a guest user rather than a member. It might also have a different license assignment from other accounts.
    • Administrative units: The account belongs to a restricted administrative unit that limits which apps can modify it.
    • Conditional access policies: A policy blocks changes to that specific account.

The Google Directory Sync integration keeps deactivating a rehired employee's Google account

Issue

When you rehire an employee, Personio creates a new profile with a new employee ID. The Google Directory externalID field can still link the employee's existing Google account to the old, now-inactive Personio employee ID. Because the integration reads that externalID and finds an inactive profile, it deactivates the Google account on every sync cycle. This happens even though the employee is active in Personio. 

Solution

Remove the old Personio employee ID from the externalID field of the Google account with this issue. You need to do this through the Google Directory API.

Once you clear the externalID, the integration re-links the Google account to the employee's new active Personio profile. This happens during the next sync.

A Marketplace integration stays on Pending even though the partner tool shows it as active

Issue

The integration shows Pending in Personio, but the partner tool shows it as active on their side. This usually means the integration was connected using manually created custom credentials instead of the pre-made credentials Personio generates when you connect through the Marketplace. Some integrations — such as recruiting tools — need those pre-made credentials to establish a valid connection.

Solution

  1. Go to Marketplace > Connected integrations.
  2. Select the integration.
  3. Click Disconnect.
  4. Go to Marketplace and search for the integration.
  5. Click Connect
  6. Click Generate new credential to generate new API credentials with the permissions the integration needs.
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