# Why did my CRM sync stop?

> Nothing has moved between Reply and your CRM for hours or days: the connection, the paused step, the run that never finished, and how often sync actually runs.

**Check three things; the connection is still authorized, the integration and its individual steps are still enabled, and enough time has passed. Sync frequency differs sharply between CRMs, so what looks stopped for one is normal waiting for another.**

_Status: Reviewed – written against Reply's product documentation on 2026-09-21, not yet confirmed against the running product._

## Quick fix

1. Open the integration and check its status. A connection that lost authorization stops everything and does not always announce it.
2. Check the integration's **Enabled** toggle, and then each individual sync step; a step can be switched off on its own while the integration looks fine.
3. Check the log for the last run and what it reported.
4. Check how long it has actually been. Not every CRM syncs on the same schedule, and some wait hours between runs by design.
5. Run a manual sync and watch whether it completes.

Didn't work? [Contact Reply support](https://support.reply.io/); the team can check your account directly.

## Symptom

Records that should have moved have not. Either nothing at all is syncing, or one direction works and the other does not.

## Most likely causes

| Cause | How to recognize it |
| --- | --- |
| **Not enough time has passed** | Sync runs on a schedule, not on every change, and how often depends on which CRM. A gap of a couple of hours is normal for some integrations |
| The connection lost its authorization | A password change, a revoked application, an expired token, or a permission removed at the CRM |
| An individual step is switched off | The integration looks healthy and one kind of record is not moving |
| The whole integration is paused | Nothing moves in either direction |
| A run failed and left the next one waiting | The log shows an error on the last run |
| The step direction is not what you assume | Some kinds of record only ever travel one way – see [Why did a contact not sync to my CRM?](/troubleshooting/contact-did-not-sync-to-crm/) |
| Permissions changed at the CRM | Reply can still connect but can no longer read or write that object |

## Diagnostic checklist

1. **Check the connection before anything else.** Everything else is irrelevant if authorization has lapsed, and it lapses for ordinary reasons; a password change is enough.
2. **Check enabled at both levels**: the integration, and each step inside it. A step switched off is the most common cause of "half of it works".
3. **Read the last run in the log.** It tells you whether the run happened and what it did, which separates "not running" from "running and rejecting".
4. **Compare against the schedule.** Before concluding anything is broken, confirm that a sync was actually due.
5. **Trigger a manual sync.** If the manual run works and the scheduled one does not, the problem is scheduling or authorization, not mapping.

## Resolution

### The connection lapsed

Reconnect the integration and sign in with an account that has the permissions the integration needs. Re-check the steps afterwards: reconnecting restores the connection, not necessarily every setting.

### A step is switched off

Switch it back on. Then wait one full cycle before judging, because the next scheduled run may be some way off.

### A run failed

Read the error on the run, fix what it names (usually a required field or a permission at the CRM) then run a manual sync rather than waiting.

### Permissions changed at the CRM

Ask whoever administers the CRM which object permissions the connected account still has. Reply can only write what that account is allowed to write.

### Nothing is wrong

If the connection is live, the steps are on and the last run succeeded, the answer is that the next run has not happened yet. Use a manual sync when you need something moved immediately.

## Verification

Run a manual sync and confirm it completes and reports what it moved. Then change one record and wait a full cycle to confirm the scheduled run picks it up too; a working manual sync does not prove the schedule is working.

## Prevention

- Reconnect deliberately after any password or permission change at the CRM, rather than waiting to notice.
- Check the integration log periodically. A failing run is visible there long before anyone notices missing records.
- Keep the connected CRM account a service account rather than a person's: people leave, and their permissions go with them.
- Know your integration's cadence so you can tell waiting from stopped.

## FAQ

### How often does sync run?

It depends on the CRM; the schedules are not the same, and some are much slower than others. Use a manual sync when you need something immediately rather than assuming a fixed interval.

### Why does one direction work and the other not?

Usually a step switched off. Some record types are also one-directional by design. See the sibling page.

### Will reconnecting lose my field mappings?

Reconnecting restores authorization. Check your steps and mappings afterwards rather than assuming they survived untouched.

## Still stuck? Contact Reply support

If these steps didn't solve the problem, the Reply support team can look at your
account directly. Open the [Reply Help Center](https://support.reply.io/) and send
the team a message.

To get an answer faster, include:

- which CRM, and which kind of record is not moving
- whether the integration and the specific step are enabled
- what the last run in the log reported
- when you last saw it work, and your timezone

Don't send passwords, API keys, or access tokens.

## Related

- [Why did a contact not sync to my CRM?](/troubleshooting/contact-did-not-sync-to-crm/) – when sync runs but one record is missing
- [Sync Reply with a CRM](/workflows/sync-reply-with-a-crm/) – how sync works
- [CRM and integrations](/capabilities/integrations/)

## Build with Reply

- REST API: [Account](https://docs.reply.io/api-reference/introduction) – read integration state
- MCP: [docs.reply.io/mcp](https://docs.reply.io/mcp/overview) – check integration health from an assistant