> ## Documentation Index
> Fetch the complete documentation index at: https://sync.bravastech.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Use the dashboard evidence to choose the smallest safe next step.

Start from the newest relevant run and change only the system that owns the incorrect value.

| Situation                                                   | What to do                                                                                                         |
| ----------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------ |
| No organization access                                      | Ask your organization administrator or Bravas contact to confirm the invitation and membership.                    |
| A provider shows **Connect**                                | Ask an organization administrator to complete the initial connection with the correct account.                     |
| A provider shows **Reconnect**                              | Reconnect to the same provider organization or tenant. Contact Bravas if the identity is unclear.                  |
| A sync is **Running**                                       | Wait for it to finish, then refresh the run detail and Review Items.                                               |
| A sync is **Completed** with no Failed or Out of Sync items | No action is normally required.                                                                                    |
| A sync is **Failed**                                        | Open the run, note the failed phase and time, and inspect Review Items before retrying.                            |
| A record is **Skipped**                                     | Check include patterns, exclusion groups, eligibility dates, group requirements, and the relevant membership mode. |
| A Review Item has a recommendation                          | Complete it in the authoritative source or Mitti, then verify a later sync before resolving the item.              |
| A report delivery is **Failed**                             | An organization administrator can retry when available. Contact Bravas if it fails again.                          |
| A report is **Sent** but contains **Needs Review**          | Open the matching Review Items and follow the resolution workflow.                                                 |

## Common Diagnosis Paths

### A Person Is Missing

1. Confirm the Users sync is enabled.
2. Check the person's active status and start date in the source.
3. Check **Start date offset**, **Require group membership**, and group exclusions.
4. For Employment Hero, confirm the configured email-priority fields contain the intended unique email.
5. Open the newest Users run and Review Items.

### A Group or Membership Is Missing

1. Confirm Groups and Group Memberships are enabled.
2. Check include patterns, match mode, Tanda team-group rules, and exclusions.
3. Confirm the user and group both synced before the membership run.
4. For staged provisioning, confirm dual-group mode and the person's start-date stage.

### Site Access Is Unexpected

1. Confirm Sites and Site Memberships are enabled.
2. Check the membership mode and **Skip removal**.
3. For Tanda, check whether Location source uses all departments or the primary report department.
4. Ask Bravas to check managed mappings or site assignment lead days if the dashboard settings do not explain the result.

## Contact Bravas

Contact your Bravas support channel when:

* a connection still needs reconnection after the correct account was authorized;
* the same failed run or Review Item returns after the source was corrected;
* counts appear inconsistent with the source or Mitti;
* a recommendation is unclear or needs a permission you do not have; or
* a daily report is missing or repeatedly fails.

Include the organization, provider, page, approximate time and timezone, run or report date, and the non-sensitive identifier shown in Bravas Sync.

<Danger>
  Never send passwords, API tokens, recovery codes, OAuth details, signed links, or full employee
  exports in a support message.
</Danger>