Rillet Troubleshooting and FAQs

Common questions and issues encountered when connecting, configuring, or syncing the Rillet integration, along with what to check to resolve them.

Troubleshooting common issues

Testing synchronization safely

Use Manual Sync Only while testing. After verifying data accuracy, switch to your preferred automatic schedule.

Records aren't syncing

Check the Issues tab on the Rillet integration page for error messages or failed syncs. The sync issue log provides detailed context for each failed record, including missing mappings or invalid API responses.

Sync stopped because Rillet didn't accept the API key

When Rillet rejects the API key saved in Maxio, the sync stops at the first request Rillet rejects and shows a message like this one:

Sync stopped: Rillet didn't accept the API key saved in Maxio (HTTP 401). In Rillet, check that the key is still active and is a production key. Then disconnect and reconnect Rillet on the Rillet Integration page using an active key.

If Use Sandbox URL is checked, the message asks for a sandbox key instead of a production key. The sync stops even when Continue On Error is enabled, because every later request would fail the same way.

To reconnect Rillet with an active key

1. In Rillet, confirm that your API key is still active and comes from the right environment. If it isn't, generate a new key under Organization Settings > API Access.
2. In Maxio, go to Left Menu > Rillet, then click the wrench icon (Integration Settings).
3. Click the eject icon (Disconnect), then click Clear to clear the saved API key.
4. Click the plug icon (Connect), paste the active key into the API Key field, and click Save. Maxio checks the key with Rillet before it saves it.
5. Run the sync again.

Some fields appear blank in Rillet

Rillet's own custom fields aren't exposed through its API, so they can't be mapped. Only Rillet's standard fields are included in the sync.

Refunds aren't reflected automatically

Refunds are sent to Rillet as credit memos, but you must manually match them in Rillet's Cash Reconciliation screen once the bank transaction clears. See Reconcile Refunds in Rillet.

Frequently asked questions

How often does data sync between Maxio and Rillet?

Sync frequency depends on your configuration:

• Hourly
• Every 4 Hours
• Nightly
• Manual Sync Only (recommended during initial testing)

Can I use the integration across multiple Maxio accounts?

Yes. Each Maxio account can connect to its own Rillet subsidiary within a single Rillet organization.

Is the integration available for sandbox testing?

Yes. Enable Use Sandbox URL in Maxio before entering your Rillet sandbox API key. If you don't have a Rillet sandbox, contact Rillet Support to request one.

Can I use Rillet to send invoice emails to customers?

You can, but it's not recommended. Disable Rillet's dunning or reminder emails to prevent duplicate customer communications. Maxio should remain your system for invoice and payment notifications.

What timezone should I use in Rillet?

Rillet doesn't include timestamps in its API, only dates. To align with Maxio's timestamps, set your Rillet subsidiary's timezone to US Eastern. Maxio's own Timezone field isn't independently editable, it fills in automatically based on the Rillet subsidiary you connect to.

What happens with duplicate item names?

Maxio doesn't require item names to be unique, so items with the same name still sync individually, matched by their own Rillet ID rather than by name. To tell items with the same name apart in Maxio, enable Append Item Rillet ID to append the Rillet product ID to the Maxio item name, for example, Bronze Product (12345).

What happens if I delete data in Rillet?

Deletions in Rillet don't sync back to Maxio. Avoid deleting invoices, customers, or payments in Rillet, since this can cause data mismatches.

Can I apply one payment to multiple invoices?

Rillet only supports one payment per invoice. If you apply a single payment to multiple invoices in Maxio, it won't sync correctly to Rillet.

Can I control when syncs occur?

Yes. You can manually start a sync at any time from the Rillet integration page. Automatic schedules (hourly, every 4 hours, or nightly) continue to run according to your configured Sync Schedule.

What happens if a sync step encounters an error?

By default, a Rillet sync error stops the current step and prevents subsequent steps from running. Enable Continue On Error to log the error, skip the record, and continue through the remaining steps instead. A rejected API key is the exception: it stops the sync even with Continue On Error enabled. See Configure the Rillet Integration.