What does this error mean?
When you see the message "Your connection to Jobber has expired. Please reauthorize and try again"
It means the authentication token between Ply and your Jobber account has become invalid, and the integration needs to be reconnected.
Why does this happen?
This is a Jobber behavior, not a Ply bug. Here's what causes it:
1. Account Inactivity: If your Jobber account hasn't been actively syncing with Ply for an extended period (typically around 90 days or more), Jobber's refresh token expires automatically as a security measure. Even if you've been using Jobber itself, if there's been no new data syncing between Jobber and Ply during that time, the connection can expire.
2. No Recent Jobber Updates:
If there haven't been any new jobs, materials, or updates sent from Jobber to Ply recently, the integration may not stay active.
How do I fix it?
The integration needs to be completely reset on our end so you can reconnect fresh. Unfortunately, you can't fix this from your account, our support team needs to handle the reset.
Here's what to do:
Contact our support team at [email protected] and let us know you're seeing the "connection expired" error.
We'll reset your Jobber integration from our system.
You'll reconnect it following the standard Jobber connection flow in your Ply settings. (Settings > Workspace > Integrations > Connect FSM)
Everything will sync back up, your jobs, materials, and techs
Note: When we reset the integration, it may take a bit longer for all your Jobber data to sync back (materials, techs, jobs), but it's a one-time thing.
How can I prevent this in the future?
We're actively working on a backend solution to automatically refresh your tokens even during periods of low activity, so you won't have to deal with this again. Stay tuned for updates on that.
Questions?
If you need help reconnecting or have questions about the expiration, reach out to [email protected] and we'll walk you through it.