The connection test fails
Re-enter the endpoint and credentials supplied for the school. Remove accidental spaces and confirm the endpoint is reachable from the internet. Do not send credentials through email or screenshots.
A sync fails
Open Settings → Integrations → Sync History and read the latest status. Retry only after correcting the reported connection or source-data problem; repeated retries do not fix invalid credentials or malformed source records.
A sync succeeds but data looks incomplete
Compare visible counts and several sample people, classes or periods with the source system. Confirm the intended connection is enabled and that source identifiers are populated consistently.
Imported data conflicts with manual records
Do not delete broadly. Identify whether the record is source-managed or application-managed, preserve stable identifiers, and contact SupportWise support if the safe reconciliation path is unclear.
Redact usernames, passwords and other connection secrets from screenshots and support messages.
