> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vivacityai.com.au/llms.txt
> Use this file to discover all available pages before exploring further.

# Connection issues

> Fix tools that won't connect, keep disconnecting, or need reconnecting.

<AccordionGroup>
  <Accordion title="The authorise window didn't open or was blocked">
    Your browser likely blocked the pop-up. Allow pop-ups for Vivacity and select **Connect** again. On mobile, try a desktop browser for the initial connection.
  </Accordion>

  <Accordion title="“You don't have permission” during connect">
    You need an **admin** role in the tool you're connecting (e.g. store owner, ad-account admin). Sign in with an account that has admin access, or ask your admin to create the connection.
  </Accordion>

  <Accordion title="It connected but immediately says “Reconnect required”">
    This usually means the tool revoked access - often after a password change, an MFA reset, or a removed app permission. Open the connector and select **Reconnect**, then re-authorise. Your history is kept.
  </Accordion>

  <Accordion title="An API-key tool won't accept my key">
    Re-copy the key (watch for trailing spaces), confirm it has read access, and that it hasn't expired or been rotated. Generate a fresh key in the tool if unsure, then paste it again.
  </Accordion>

  <Accordion title="The connection keeps dropping">
    Check whether the tool has a session/security policy that expires app access, and that the account you used is still active. If it persists, disconnect and reconnect from scratch.
  </Accordion>

  <Accordion title="My tool isn't in the list">
    It may not have a direct connector yet. Check for a **Manual fallback** option, import via [Google Sheets](/connectors/productivity/googlesheets), and tell us at **[support@vivacity.ai](mailto:support@vivacity.ai)** so we can prioritise it.
  </Accordion>
</AccordionGroup>

## Still not working?

Email **[support@vivacity.ai](mailto:support@vivacity.ai)** with:

* the **tool name**,
* the **connection state** you see (e.g. *Reconnect required*),
* a **screenshot** of any error.

<Card title="Data looks wrong after connecting?" icon="rotate" href="/troubleshooting/data-and-sync">
  That's usually a sync question - fixes here.
</Card>