Integration troubleshooting
This guide covers the most common integration and data sync issues across all Apollos integrations — what causes them and how to resolve them. For an explanation of how sync works and how to monitor it, see How data sync works.
General sync issues
Why isn't my data syncing at all?
- Go to Data → Status and check whether the integration's workflow is active or paused.
- On the same row, check the Recent Runs dots and the Last Sync time. Red dots or an old last-sync time mean the job is running and failing, not sitting idle.
- Verify the integration's credentials are still valid in Data → Catalog.
- Toggle the integration off and back on in Data → Catalog to trigger a full re-sync.
Why do changes I make in Apollos keep getting overwritten?
This is expected behavior. Your ChMS (Rock, Planning Center, CCB, or Ministry Platform) is always the source of truth. Changes made directly in Apollos Admin to synced data — people, groups, events — are overwritten on the next sync cycle. Make data changes in your ChMS and let them flow to Apollos. Content created directly in Apollos isn't affected.
Why hasn't my settings change taken effect?
Apollos caches configuration for up to 5 minutes. After changing integration settings, wait at least 5 minutes before troubleshooting further. App queries are also briefly cached, which can add a short additional delay.
Why would a settings change not reach my church's app?
It should. When you save a configuration change, Apollos refreshes the saved settings for your church specifically, so the change reaches your app within about five minutes and no other church is affected. If a saved change still isn't showing after five minutes, contact Apollos support. See Configuration reference.
Rock RMS
Why won't Apollos connect to my Rock instance?
Both ROCK.API and ROCK.EVENT_REGISTRATION_URL must end with "api" (for example, https://yourchurch.rockrms.com/api). This is the most common Rock configuration mistake. Also check that your Rock API token hasn't expired — if it has, generate a new one in Rock and update ROCK.TOKEN.
Why can't a member sign in after I merged their accounts in Rock?
Merging accounts in Rock can break app sign-in when an email or phone number is merged into a profile that's already linked to an active app account. Apollos can't safely merge the accounts automatically — doing so could give someone unauthorized access just by changing the email or phone on a Rock profile.
The fix: contact Apollos support. The team will manually unregister the affected app account, which sends the member back through registration so their new email or phone number is verified as genuinely theirs.
Why do I have duplicate person records in Rock?
Duplicates can occur when members register through different paths — app sign-up, Apple Pay, web giving. Ways to manage them:
- Apollos adds a person attribute in Rock called "Apollos User". Use it in Rock workflows and data views to organize and process duplicates, especially the rush of new records around launch.
- Members can delete duplicate accounts from their profile settings in the app.
- For persistent duplicates, Rock's person merge tools can consolidate records — but be aware of the merged-account sign-in issue above.
How can I tell whether a Rock person is an Apollos app member?
Look at the Personal Devices table on the person's record in Rock. App members have a device with the type "Mobile (Apollos)".
Why isn't a new app member appearing in Rock?
When someone signs up in the app, their profile is created in your ChMS by an automatic background job that retries a few times if it fails. If a new member still hasn't appeared:
- Check Data → Status to confirm the sync workflows are running.
- Verify the Rock connection settings (ROCK.API and ROCK.TOKEN) are correct and your Rock instance is reachable.
- If the sync consistently fails, contact Apollos support — the member may need to be created manually while the underlying issue is fixed.
Why is Rock single sign-on failing?
- Check that ROCK.OPEN_ID_CLIENT and ROCK.OPEN_ID_SECRET match the client ID and secret configured in Rock's OpenID Connect settings.
- Verify the ROCK.API address is reachable.
- Confirm the member has a Rock account — SSO only works for people who exist in Rock.
- Verify the OpenID scope in Rock is set to
apollos_apps. - If everything looks right and SSO still fails, contact Apollos support.
Why aren't my Rock groups appearing in Communities?
- Check that the group is active in Rock and belongs to a group type configured to sync.
- Verify the group's visibility settings in Rock allow it to appear in Apollos.
- Groups sync on a 60-minute cycle — wait for the next sync or toggle the integration to force a re-sync.
Why is the event registration button missing?
Registration and "More Info" buttons only appear when a registration instance or details URL is configured on the event in Rock. Add one and the button appears after the next sync.
Why do new members get the wrong connection status in Rock?
Set ROCK.CONNECTION_STATUS_VALUE_ID to the correct status ID from Rock. It controls which connection status is assigned to person records created by app sign-ups.
Planning Center
Why aren't my campuses showing?
Campus sync in Planning Center must be explicitly enabled — it isn't turned on automatically. Check your PCO settings in Data → Catalog.
Why aren't my groups appearing?
Verify the groups are active in PCO and that the correct group types are configured to sync. Membership changes made in Apollos are overwritten — manage membership in PCO.
Why does Planning Center sync keep timing out?
Check whether the failing workflow is people or registration events. Large people cleanups are split into batches so they can finish without failing over and over. After the first full import, Apollos only re-checks people whose records changed recently, and a registration page that can't be read in time keeps the event it already has for the next run. If failures continue, reconnect Planning Center in Data → Catalog and contact Apollos support with the workflow name.
Why does a failed Planning Center sync sometimes fix itself?
Short-lived problems — a timeout, or a brief outage at Planning Center — are retried automatically, so a run that looked like it failed often finishes without anyone doing anything. Only look into it when the same workflow keeps failing in Data → Status.
Why does our Planning Center people cleanup never finish?
Large churches have more people than one run can review at once, so Apollos works through them in batches across several runs instead of trying to load everyone and timing out. A very large list takes a few runs to work through completely.
Why would Planning Center start refusing our sync?
Planning Center's security filtering can block requests it can't identify. Apollos identifies itself on every request so your church's sync isn't mistaken for unwanted traffic. If Planning Center connections still fail, reconnect the integration in Data → Catalog and contact Apollos support with the workflow name.
CCB
Why can't a member sign in after I merged their accounts in CCB?
CCB merges preserve the safeguards for an account already linked to an active app member. If the member cannot sign in after a merge, contact Apollos support so the team can verify the merged profile without granting access based only on a changed email address or phone number.
Why aren't groups or events syncing from CCB?
An earlier CCB groups and events sync issue has been resolved. Campus tag renames now update existing tags instead of leaving stale names. If you still see problems, toggle the integration off and back on in Data → Catalog to trigger a fresh sync. If too many groups are appearing, contact Apollos support to configure group type filtering.
Ministry Platform
Why aren't events syncing from Ministry Platform?
This is a known issue with the Ministry Platform integration. Contact Apollos support to investigate your configuration.
Why are the wrong Ministry Platform groups appearing after an update?
Your group type selection is kept, so an update shouldn't change which groups sync — churches already syncing Ministry Platform groups keep the types they had. Check the selection in Data → Catalog and let the next sync update Communities. See CCB & Ministry Platform.
Member accounts & sync
Why can't a member add an email or phone number to their account?
Each email address and phone number can only belong to one account. If the one they're adding is already claimed, the member likely has a duplicate account — often created through a different sign-up path. If the duplicate can't be removed from the app's profile settings, contact Apollos support; merging identities requires manual help.
Why does a member see the wrong church's content?
Accounts are church-specific. A member registered with one church's app can't sign in to another church's app with the same account — they need to register with each church separately. If a member reports seeing the wrong content, confirm they're using your church's app and registered there.
For member-facing sign-in basics (verification codes, downloading the app), see App troubleshooting basics.
Why wasn't a new member's record created in our church management system?
Apollos only creates a record once it has the person's first and last name, so blank profiles don't pile up in your records. If someone has signed up but has no record at the source, ask them to finish the name step in the app. See Get the app & sign in.
Why does a member see an “Is This You?” screen when signing in?
When someone signs in with a phone number or email, Apollos looks for a profile that already matches them before creating a new one, and asks them to confirm the match. It's how duplicate member records are avoided when the same person appears twice in your records. Merge the duplicates at the source so future sign-ins match cleanly.
Media & content
Why isn't a video playing?
- Check the video link format (HLS or MP4).
- Verify the video provider (Vimeo, YouTube, etc.) is online.
- Test playback in the Admin preview — if it works there but not in the app, the content type or link format is likely wrong.
- For WordPress-synced media, confirm Vimeo videos still use Vimeo links. If a Vimeo link appears as a broken YouTube item, contact Apollos support with the WordPress post and video link.
- If the video is inside an inline or pop-up website embed, try fullscreen again. Both embed styles allow fullscreen playback. If the fullscreen control still fails, regenerate the embed code in Admin and republish the page.
Why is my HTML content rendering strangely?
Apollos supports basic HTML only: h2, bold, and paragraph tags. Custom divs, CSS classes, and complex HTML produce unpredictable results — move that content to officially supported content blocks.
Why did WordPress content stop syncing?
Very high sync request volume can cause your WordPress host to block requests. Contact Apollos support to investigate.
Why does a sync finish when one video's details can't be read?
If a hosting provider doesn't return a video's duration — for example, because it was removed or its link no longer works — Apollos skips that item and finishes the rest of the sync instead of stopping. Check the video at its source and correct or replace its link. See Media: Vimeo, YouTube, Wistia & more.
Push notifications & chat
Why is no one getting push notifications?
Verify ONE_SIGNAL.APP_ID and ONE_SIGNAL.REST_KEY are configured and valid — without them, notifications don't deliver. See Push notifications & messaging.
Why isn't campus-targeted push working?
Campus-targeted push requires the apollos-onesignal Rock plugin. It's a Rock-specific feature and isn't available with other ChMS integrations.
Why isn't a specific notification type sending?
Check whether the type is listed in APP.DISABLED_NOTIFICATION_TYPES — if so, it's been disabled for your whole app.
Why is chat completely broken?
Chat relies on a set of connection keys that Apollos manages for your church. If chat is not working at all, contact Apollos support — we will verify the keys are configured. See Chat & moderation.
Why aren't Studio C polls showing?
Set STUDIOC.ENABLE_POLLS to "True" in your configuration — this step is commonly missed during Studio C setup.
Quick reference
- Force a re-sync: toggle the integration off/on in Data → Catalog.
- Check sync health: Data → Status.
- See whether a job is failing: the Recent Runs dots and Last Sync time on the workflow's row in Data → Status.
- Settings cache: wait 5 minutes after changing settings.
- Source of truth: always your ChMS — make data changes there, not in Apollos.