Troubleshooting API Key and Credential Connection Errors as an Admin

Learn what to do when an integration that connects with an API key, client credentials or a Google service account will not connect or disconnect.

Overview

Some integrations do not open a sign-in window. Instead, an admin enters an API key, a client ID and secret, or a Google service account, and ZoomInfo checks them with the other app before saving the connection. Only admins whose license includes the integrations permission can connect, look up or disconnect these integrations. If the other app rejects what you entered, the message shows the other app's own explanation. If ZoomInfo could not complete the step, the message is one of the short failures listed below.

For sign-in and permission messages on these pages, see Troubleshooting Integration Access and Permission Errors in GTM One. For CRM connections that stop working, see Troubleshooting Integration Connect and Disconnect Errors in GTM One.

How to fix a connection that will not save

1. Read the message. If it explains what the other app rejected (for example an invalid key or a wrong client ID), correct that value.
2. Copy the key, client ID, secret or service account details again from the other app. Check for a missing character or a trailing space.
3. Confirm the key or account has the access level the integration needs in the other app.
4. Click Connect again.
5. If the message is one of the short failures below and repeats, contact ZoomInfo Support with the integration name, the exact message and the time you tried.

How to fix a disconnect that did not finish

1. Reload the page and check whether the integration still shows as connected.
2. Click Disconnect again.
3. If the message is "Connector not found", the connection no longer exists, so the integration is already disconnected. Reload the page to refresh the list.
4. If the message is "Failed to delete connector" and repeats, contact ZoomInfo Support with the integration name and the time you tried.

For a data warehouse integration that is kept in sync for you, ZoomInfo first turns off ingestion and the advanced sync for that integration. If that first step fails, the disconnect carries on anyway, so check that syncing has stopped after you disconnect.

If you see an error

• "Failed to connect API key". ZoomInfo could not save the API key. Check the key, then try again.
• "Failed to connect Client Credentials". ZoomInfo could not save the client ID and secret. When the other app rejects the credentials, the message shows its explanation instead. Check both values, then try again.
• "Failed to connect Simple Store". ZoomInfo could not save the connection details for this integration. Check what you entered, then try again.
• "Failed to connect google service account". ZoomInfo could not save the Google service account. Copy the service account details again from Google and try again.
• "Failed to get OAuth2 Auth URL". ZoomInfo could not start the sign-in window for the integration. Try again, and contact ZoomInfo Support if it repeats.
• "Connector not found". There is no saved connection for this integration. Connect it first, or reload the page if you have just disconnected it.
• "Org connectors not found" or "Connected integrations not found". ZoomInfo found no connected integrations for your organization. Connect an integration, then reload the page.
• "Failed to delete connector". The disconnect did not complete. Try again, and contact ZoomInfo Support if it repeats.
• "User is not admin". The action is for admins only. Ask your admin to do it.
• "User is not in the required roles". Your license does not include the integrations permission. Ask your admin to add it.