API & Integration Errors

Rate limits, webhook delivery, distributor connections, and credential management.

Written By Victor Raessen

Last updated 16 days ago

API & Integration Errors

Troubleshooting Public API errors, webhook delivery, and third-party integration issues.

Rate limiting (HTTP 429)

The Public API allows 500 requests per 10-minute rolling window per tenant.

  • Symptom: 429 Too Many Requests response

  • Check: The Retry-After header tells you how many seconds to wait

  • Fix:

    • Implement exponential backoff — wait and retry with increasing delays

    • Use webhooks instead of polling for change detection

    • Batch operations where possible (e.g., POST /product/batch for up to 100 products)

    • Cache responses to avoid redundant calls

Monitor your usage via X-RateLimit-Remaining response headers.

Autotask API Request Threshold Exceeded Alerts

Note: This section is about alerts generated by Autotask when Salesbuildr's calls to their API exceed Autotask's threshold. This is separate from the Salesbuildr Public API rate limit described above.

If you receive an email from Autotask with the subject "Request Threshold Exceeded", this means the API user Salesbuildr uses to connect to your Autotask instance has exceeded Autotask's limit of 10,000 REST API requests within a rolling 60-minute window.

What this means

  • The alert is generated by Autotask and sent to the contact associated with the Salesbuildr API user.

  • It is most commonly triggered by Salesbuildr's background sync processes (e.g. product catalogue syncs, company syncs), but can also be triggered or compounded by large one-off events on your side, such as a freshly enabled integration or a bulk product import.

  • The alert is informational. Autotask may throttle requests temporarily, which can cause short sync delays, but no data is lost.

What to do

  1. Check whether any large syncs or imports were running around the time shown in the alert.

  2. If you see the alert repeatedly on the same schedule (e.g. nightly at the same time), contact Salesbuildr support so our team can review the sync cadence configured for your account.

  3. You do not need to reconfigure your Autotask API credentials unless Salesbuildr support specifically asks you to.

Salesbuildr actively monitors and works to optimise API call volume against Autotask's threshold. If you are receiving these alerts frequently, please open a support ticket and include your Autotask Enterprise ID and Zone so we can investigate.

Webhook delivery failures

Issue

Cause

Fix

Webhooks not firing at all

Webhook feature not enabled, or no endpoints configured

Check Admin > Integrations > Webhooks. Ensure the feature is enabled and at least one endpoint is active.

Webhook returns non-2xx status

Your endpoint is rejecting the payload

Check your endpoint's logs. Verify it accepts POST requests with JSON bodies and returns 2xx.

Webhook times out

Your endpoint takes too long to respond

Process webhook data asynchronously. Respond with 200 immediately, then process in the background.

Duplicate deliveries

Retries after timeout or error

Use the eventId field to deduplicate. Failed deliveries retry with a 2-second delay.

Distributor connection errors

  • Connection test fails — Credentials may have expired or the distributor's API is down. Re-enter credentials and test again.

  • Feed returning empty data — The distributor may have deactivated your account or the price file is temporarily unavailable. Contact the distributor.

  • Price data is stale — Check the last sync timestamp in Admin > Distributors. Use the debug/re-fetch option to force a refresh.

CRM enrichment issues

  • Apollo.io / HubSpot not syncing — Verify the API key or OAuth token at Admin > Integrations. Tokens expire and need periodic renewal.

  • Enrichment data missing — Not all companies/contacts have data available in the enrichment provider. This is expected for smaller or newer companies.

Credential management

Integration credentials (API keys, OAuth tokens, FTP passwords) can expire or be rotated by the provider. When an integration stops working:

  1. Check Admin > Tools > Issues for specific error messages

  2. Navigate to the integration's admin page

  3. Re-enter or refresh the credentials

  4. Test the connection

See Public API for full API documentation and Integrations for third-party setup guides.

See also