Troubleshooting Chargebee

This troubleshooting guide is designed to help you with common questions or issues you may encounter when using Chargebee as a data source.

For further assistance, please send an email to our Support team at or lodge a support ticket from your account:

  1. In the left-hand navigation drawer of your Ortto account, click Support.

  2. On the How can we help? page:

    1. Under Quick links, click Submit a support ticket.

    2. Populate the Submit a support ticket form and click Submit ticket when you are done.

Disconnect and delete the data source

You must disconnect and archive a data source before you can delete it.

Disconnecting a data source from Ortto will stop new data from the data source merging with the CDP.

Learn about disconnecting, archiving and deleting a data source under Managing data sources.

Data source already connected

Disconnect, archive, and delete the existing Chargebee connection before attempting to connect again; the existing data source must be deleted.

Connect more than one Chargebee account

Ortto can connect to only one Chargebee account at a time. To connect to another Chargebee account, you must first disconnect and delete the data source for the current Chargebee account.

Error when attempting to connect Chargebee after entering an API key

Double check that the API key you’ve entered has full-access permissions set in Chargebee.

In Chargebee, find the key you’ve created under navigate to Settings  Configure Chargebee  API Keys and Webhooks and the access level for that API key will be displayed on the page; it must be full-access.

Chargebee data source still displays as 'syncing' after x minutes/hours

Depending on the amount of records in your Chargebee account the initial sync may take up to several hours in some cases.