Custom connectors are bespoke integrations that sync data from unique sources into Funnel. For more information, see Introduction to data requests.

Note: Custom connectors are available on Business and Enterprise plans. See our Pricing page for more details.

How to check the status of a custom connector

Go to Data > Data sources. The Status column shows the current state of each connector. If you do not see this column, select Choose columns and toggle on Status.

What does each status mean?

OK: The custom connector is operating as intended.
No Access: The custom connector is experiencing connection issues, possibly due to outdated or invalid credentials or modified access permissions.
Downloading: The custom connector is actively retrieving new data.
Error: An obstacle is preventing the import of new data.

Common errors and how to troubleshoot them

The file structure being sent to Funnel has changed

Relevant for custom connectors receiving data via: Email, SFTP.

Custom connectors are configured to receive reports based on your specifications. If the received file deviates from the expected format (for example, a change in file extension from CSV to XLSX, or updated fields), the import process halts.

The solution

For email and push SFTP custom connectors (where Funnel hosts the SFTP server):

Contact support for resolution. To update the custom connector to process the corrected file, submit a data request.

For pull SFTP custom connectors (where Funnel retrieves files from an externally hosted SFTP server):

Contact the party managing the SFTP server to clear or update errant files. To update the custom connector for the revised file, submit a data request.

The file being sent to Funnel is too large

Relevant for custom connectors receiving data via: Email, SFTP.

Each data source processes files up to 500 MB. Funnel can sometimes ingest files larger than 500 MB, but keeping files at or below this limit ensures successful ingestion.

The solution

Split the data into daily files. If any of the resulting daily files are still too large, contact support for guidance.

Multiple files are being sent in the same email

Relevant for custom connectors receiving data via: Email.

Each custom connector processes only one file per email. If multiple files are included in a single email, the custom connector will not import any of them.

The solution

Contact support to have the errant email cleared. If you need to send multiple files to Funnel, contact support for guidance on the best approach.

Credentials or permissions have been updated

Relevant for custom connectors receiving data via: SFTP, Internal Database, API.

Many custom connectors require credentials or specific permissions for Funnel to access your data. If these credentials or permissions are updated, the custom connector will stop importing data.

The solution

Contact support if your credentials have been or will be updated. A secure method will be provided for sharing updated credentials. Do not share credentials in plain text.