Select Integrations on the left hand nav
Ensure that a team member is entered on the Integration Maintainers field so they are notified if connection is lost
Navigate to the connection you need to manage
Select the [...] on the right hand side and select either of the following
Edit Credentials: Input the new login information
Contact Us: Email support@confidotech.com with the new details
Update Bot Token: Update the Bot Token in the vendor portal
Last Failure Screenshot: View the error message we are receiving from the portal to triage
This article covers the most common reasons payments, remittances, or data aren't syncing between your retailer portals, ERP, and Confido — and how to fix them. If a payment is already in Confido but stuck or failing to post, see Troubleshooting Stuck or Failing Payments instead.
Quick diagnosis: which problem do you have?
Payment or remittance never appeared in Confido → Check integration credentials and trigger a manual run (see below).
Payment arrived in Confido but is stuck or won't post to the ERP → See Troubleshooting Stuck or Failing Payments.
ERP invoices or data aren't syncing into Confido → Check the ERP integration and run a manual refresh.
Backup documents or deduction attachments aren't appearing → Contact support with the check number and retailer name.
Common Integration Issues & How to Fix Them
How to Trigger a Manual Integration Run
To manually trigger an integration run and fetch missing payment data, follow these steps:
Navigate to the Integrations tab in Confido.
Locate the specific integration for which you want to fetch missing data.
Click the three-dot ([...]) icon next to the integration.
Select Trigger Run from the dropdown menu. This will initiate an immediate sync for the selected integration.
Trigger Run is grayed out or payments aren't syncing
If the Trigger Run option is unavailable or grayed out on a retailer connection, this indicates a backend connection issue that cannot be resolved from the Integrations UI alone. Contact support and share which retailer is affected and approximately when payments last synced — the team can manually trigger a run and investigate the underlying connection. After a manual trigger, allow up to one hour for data to flow in.
Payments or remittances not appearing after Trigger Run
After triggering a run, allow up to one hour for data to appear. If remittances still don't arrive:
Check the Integrations tab for a red indicator or error message on the connection — a credential error is the most common cause.
Use the Last Failure Screenshot option under the [...] menu to view the exact error Confido is receiving from the retailer portal.
If credentials look healthy and no error is shown, contact support — the issue may be on the retailer's portal side (portal outage, delayed data, or a format change).
Integration stopped working — user provisioning issues
Some retailers (including Meijer and Kroger) require Confido to be provisioned as an authorized user directly in their portal. If a previously working integration stops pulling data, provisioning may have expired or been reset. Steps to resolve:
Check whether portal credentials or 2FA settings have changed at your organization. If a team member who owned the portal credentials has left, update the credentials in Confido under Integrations → Edit Credentials.
For Meijer: re-add Confido's provisioning email as an authorized user in vendornet.meijer.com. The provisioning email address is listed in Confido under the Meijer Setup Instructions.
For Kroger: re-provision Confido's access through Partner Pass using the steps in the Connecting to the Kroger Portal guide. Kroger's portal has frequent interface changes — Confido monitors these and updates its integration accordingly.
If you are unable to resend the provisioning invite due to portal permissions, contact support — the team can coordinate directly with the portal on your behalf.
Permission or authorization errors
If you see permission or access errors on an integration:
Use Last Failure Screenshot under the [...] menu on the connection to view the exact error from the portal — this identifies whether it is a credentials error, a permissions error, or a portal-side issue.
For Amazon Vendor Central: verify that the required permissions have been granted in the Amazon portal. Missing permissions are the most common cause of Amazon integration errors.
For other retailers, refer to the retailer-specific setup guide for the permissions Confido requires.
Note: some Kroger portal "permission" messages are warnings rather than true integration failures and do not block data from flowing. If payments are still arriving, the warning may be informational only.
New credentials added but data still not flowing
After adding new retailer credentials and triggering a run, allow 1–2 hours for initial data to flow. If nothing comes through after that window, contact support — new connection setups sometimes require a backend review to confirm the credentials were accepted and the connection is established correctly.
Actuals Discrepancies: POS / Retail Dollars vs. Wholesale Pricing
If uploaded POS or syndicated actuals appear to show different dollar values than expected in Confido, confirm which pricing basis is being used. Confido's forecast dollar views always reflect wholesale (shipment/case) pricing — not POS or retail consumer dollars. POS data files from retailers like Whole Foods report retail consumer prices, which will naturally differ from your wholesale case pricing.
If actuals look incorrect after uploading: confirm the end date on the upload file is as expected, delete the prior upload, and re-upload the corrected file. If values still don't update after re-uploading, send the file directly to brandon@confidotech.com with a specific example row showing the discrepancy so the team can compare the file value against what Confido is showing.