---
title: "Troubleshooting: WordPress Onboarding and Connection"
description: WordPress shows the plugin as Not Connected
url: "https://peikly.com/docs/troubleshooting-wordpress-onboarding-and-connection/"
updated: "2026-10-11"
category: Troubleshooting
tags:
  - Manual sync
---

# Troubleshooting: WordPress Onboarding and Connection

**WordPress shows the plugin as Not Connected**

1. Open **Peikly -> Setup** in WordPress.
2. Retry **Guided Setup** first.
3. If Guided Setup completes but the plugin still shows **Not Connected** (or says *"Auto-connect failed"*), select **API Token** instead.
4. Generate a fresh token in [7.3 Third-Party API Tokens](/docs/api-tokens/) and paste it into WordPress.
5. If WordPress says the PHP OpenSSL extension is required, the host must enable it before any token can be saved.

**The onboarding tab does not open**

1. Allow pop-ups for the WordPress admin site; the onboarding wizard opens in a new browser tab.
2. Click **Open Peikly Onboarding** again.
3. If it is still blocked, use **API Token** and finish the tenant setup directly in Application.

**WordPress says connected but no events arrive**

1. On **Peikly -> Setup**, confirm the right families are on in **Event Families**.
2. Trigger one new low-risk test event.
3. Open **Peikly -> Request Tracking**.
4. If the status is `failed`, fix the token or request error first.
5. If the status is `sent`, the issue is no longer WordPress transport; move to [21. External Integrations](/docs/external-integrations-api-guide/) and [11. Automation Workflows](/docs/automation-workflows/).

**Request Tracking shows `failed`**

- If HTTP `401` -> replace the token.
- If HTTP `403` -> verify feature access and reconnect with a fresh token.
- If signature error -> reconnect and retest with a newly generated token.
- If `429` -> reduce volume and retry later.
- If `5xx` or network error -> the plugin retries on its own (status `retry`); if it never succeeds, check that the WordPress server can reach Application and that WP-Cron runs.

**Events arrive but no workflow runs**

1. Open Application workflow list.
2. Confirm the workflow is **Active**.
3. Confirm the trigger type is **External Integration Event Received**.
4. Confirm the workflow matches the incoming event type.
5. If a step failed with "…does not contain enough customer data to create a contact", the event carried no customer name, email or WhatsApp number. Send those fields, or use a contactless trigger.