Integration sync errors
Diagnose a broken ATS connection — expired authorisation, insufficient permissions, or per-user access — across Bullhorn, Vincere, JobAdder, Salesforce and Mercury.
Most integration failures are authorisation problems. Reauthorise the connection first — tokens expire and can be revoked when ATS passwords change. If reauthorising does not fix it, check the permissions granted at authorisation, then whether the affected consultant has access in the ATS itself.
Diagnose by symptom
| Symptom | Likely cause | Fix |
|---|---|---|
| Was working, now fails | Token expired or revoked | Reauthorise |
| Authorisation error on connect | Insufficient rights to authorise apps | Have an ATS administrator do it |
| Connects, cannot read candidates | Read permission not granted | Reauthorise, accept all permissions |
| Connects, cannot attach the result | Write permission not granted | Reauthorise, accept all permissions |
| Works for some users only | Bullhorn and Vincere connect per consultant | That consultant connects their own account |
| Nothing appears on the candidate record | Integration not enabled for that user | Check integration settings |
| Vincere: "not configured for this company" | Tenant not provisioned by RemakeCV | Contact support — there is no field for you to fill in |
| Vincere: document type rejected | Vincere user permissions, not the connection | Adjust permissions in Vincere |
| Mercury: "credentials not configured" | Not enabled for your account | Contact support |
| Salesforce: object or field errors | Your org's schema differs from what the integration expects | Send us your object and field names |
The standard sequence
Reauthorise
Expired or revoked tokens are the most common cause on Bullhorn, Vincere and JobAdder. Do this before investigating anything else — it takes a minute and is non-destructive.
It does not apply to Salesforce or Mercury, which have no customer-side authorisation to renew.
Accept every permission
A partial grant connects successfully and then fails at the first operation that needs the missing scope. That looks like an intermittent fault but is not.
Check who authorised
The authorising account needs rights to grant access to third-party applications. In most agencies that is an ATS administrator, not a consultant.
Test with one candidate
Confirm the full round trip on a single record before concluding it is fixed.
Check the affected user specifically
If it works for you and not for a colleague, the difference is their ATS permissions, not the connection.
Reauthorising is safe and non-destructive — it refreshes the connection without affecting templates, CV history or credits. There is no reason to hesitate before trying it.
Why do connections expire?
Delegated authorisations are deliberately time-limited, and are revoked by:
- The authorising user changing their ATS password
- An ATS administrator revoking third-party application access
- The authorising user being deactivated — a common one after someone leaves
- A security policy change in the ATS or identity provider
For JobAdder, which connects once for the whole company, authorise with an account that will outlast individual staff. When the authorising consultant leaves and their ATS account is deactivated, the integration goes with them — for everyone.
Still not working?
Email support@remakecv.com with:
- Which platform, and which consultant is affected
- What you were doing and what happened
- Whether reauthorising was tried
- The approximate time, so we can find it in the logs
Platform-specific causes are covered on each setup page — Bullhorn, Vincere, JobAdder, Salesforce and Mercury.
Is there a workaround while it is broken?
Yes — upload manually. Download the CV from your ATS, upload it to RemakeCV, and attach the result back by hand. Slower, but nothing is blocked. See uploading a CV.
Frequently asked questions
- Why did a working integration suddenly stop?
- On Bullhorn, Vincere and JobAdder, usually an expired or revoked token — reauthorise. Salesforce and Mercury have no token to expire, so there the cause is configuration or a service problem.
- Why does it work for some consultants and not others?
- Bullhorn and Vincere connect per consultant, so each person must connect their own account. JobAdder connects per company, so there the cause is more likely ATS permissions.
- Why can it read candidates but not attach the formatted CV?
- On JobAdder, the authorisation was granted without write permission — reauthorise and accept every requested permission. On Bullhorn, check the user's entitlements in Bullhorn itself.
Related articles
Last updated . Still stuck? Email support@remakecv.com or book a call.