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:
- A Personio-built Marketplace integration isn't working.
- A third-party Marketplace integration isn't working.
- An integration not in the Marketplace isn't working.
Before you start
- Make sure you have the correct access rights to view and manage integrations.
- If you're troubleshooting API credentials, see how to generate and manage API credentials.
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:
- Go to Marketplace and search for the integration.
- If the integration appears, open it and check the Developed by field in App details:
- Shows Personio: troubleshoot a Personio-built Marketplace integration.
- Shows a third-party name: troubleshoot a third-party Marketplace integration.
- If the integration doesn't appear in the Marketplace, troubleshoot an integration not in the Marketplace.
A Personio-built Marketplace integration isn't working
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
- Go to Marketplace > Connected integrations and confirm the integration still shows as connected.
- Check the Monitoring tab for sync status and any error details.
- If that doesn't resolve the issue, Account Owners can contact Support.
A third-party Marketplace integration isn't working
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
- 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.
- 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.
- 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.
An integration not in the Marketplace isn't working
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
- 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.
- 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.
- 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.