Troubleshooting integration connection status
Last updated: October 27, 2026
Each connection on Span's Integrations page shows a status badge. This article explains what each badge and banner means, why a connection pauses, and how to get it syncing again.
Why it matters
A paused connection stops new data from reaching Span, so metrics for that tool stop moving. Knowing what each status means tells you whether to reconnect, finish setup, or contact support.
How it works
Span checks every connection every 6 hours. Each check is a live call to the tool with the credentials you saved. If two checks in a row fail, Span pauses that connection's sync and marks it Reconnect required. A later passing check, or a Reconnect, resumes sync.
Span can't tell from a failed check whether a token expired, was revoked, or lost its permissions, so the badge doesn't say which. Start with the most likely cause for that tool.
Badges on a connection (open the integration from Settings → Integrations to see them):
Badge | What it means | What to do |
|---|---|---|
Connected | The connection is working and syncing. | Nothing. |
Reconnect required | Span couldn't authenticate twice in a row and has paused sync. | Open the connection menu and choose Reconnect. Enter a new token, or sign in again. |
Awaiting configuration | The connection exists but setup isn't finished. For example, Jira custom fields haven't been saved, or an HR system has no sync settings yet. | Open the integration and finish the remaining setup steps. |
Disabled | Span has turned off syncing for this connection, for example at your request. | Contact support to turn it back on. |
Buttons on the integration cards
Connect: not connected yet.
Set Up: the integration needs a setup step before you can connect, such as creating the GitHub Enterprise app.
Manage: connected and working.
Reconnect: at least one connection needs reconnecting.
Awaiting Configuration: connected, but setup isn't finished.
Banners
"[Tool] has been disconnected" at the top of Span: one or more connections need reconnecting. Only people who can manage integrations see it. If you dismiss it, it stays hidden for the rest of your session. It comes back on your next visit while the connection is still broken, or right away if another integration breaks.
"Some connections are disabled" on the Integrations page: at least one connection is Disabled, and data won't sync from it.
"Your integrations are syncing...": your organization is still being set up, and Span is loading history.
The status filter on the Integrations page groups installed integrations into Connected and Disconnected.
How to fix a paused connection
Go to Settings → Integrations and open the integration that shows Reconnect.
Find the connection with the Reconnect required badge, open its menu, and choose Reconnect.
Create a new credential in the tool if needed (for example, a new GitLab or Linear token), and enter it.
Save. Span verifies the credential right away and resumes sync.
You need the Manage Integrations permission. Owners, Admins, and the Integration Admins group have it by default.
Things to know
Reconnecting keeps your history. Reconnect and Edit update the existing connection in place. Don't remove and re-add an integration to fix a credential.
The new credential must point at the same account. For most tools, a credential for a different workspace, site, or organization is refused with "Updated credentials resolve to a different external account". GitLab is the exception: a token from a different GitLab user works, as long as it can see the same groups and projects.
Detection isn't instant. Checks run every 6 hours and need two failures in a row, so a broken connection can take up to about 12 hours to show Reconnect required. Span shows the banner in the app; it doesn't email you.
Worked example. A Linear key is revoked at 07:30. The 12:00 check fails, then the 18:00 check fails, so the connection shows Reconnect required at about 18:00. No new Linear data reaches Span from 07:30 until someone reconnects.
Common causes by tool. GitLab and Linear: the token expired or was revoked, or its user left. Jira: the API token was rotated or revoked. GitHub: the GitHub App was uninstalled or lost access to the organization.
A connected integration can still be missing data. A Connected badge means Span can authenticate. It doesn't mean every repository, project, or team is in scope. Check the token's access, the GitHub App's repository list, and the ignore rules in Settings → Metrics.
Related articles
Troubleshooting GitHub Data Quality
How to create an Integrations Admin in Span
Need help?
Contact your Span account team or reach out to support@span.app.