Plugin-account disconnect

  • Lyk

    (@lyk-1)


    7 months, 1 week ago

    Hello!

    Recently we had the plugin disconnected from the Brevo account and it happened twice.

    Nothing changed on the server side, same IP and the API key was still active. It was just the Brevo plugin that appeared as disconnected.
    Also please note that there was no email or admin warning informing about the disconnect. This is pretty serious because it basically means that at some point the eshop stopped sending transactional emails without any warning.

    We created a new API key and reconnected the plugin to the Brevo account. Everything worked fine and we assumed maybe it was related to some update or an unfortunate glitch/bug.

    Then, after 5 days, the plugin was once more showing the initial setup screen, as if we never added the API key. The 5 days duration was verified by checking the “last used on” attribute of the API key used.

    We generated an API key once more and added it again. For now it seems to work but after failing twice, we consider it pretty unreliable.

    Why is this happening and what can we do about it? At least, could we somehow get a warning when something like that happens?

    Thank you!

    • This topic was modified 7 months, 1 week ago by Lyk.
Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Support shreyachawla

    (@shreyachawla)

    6 months, 2 weeks ago

    Hello,

    Thank you for reaching out and for sharing these detailed observations — I completely understand how concerning it must be to see the plugin disconnect without any prior notice, especially when it impacts transactional email delivery.

    I’ve checked and would like to clarify that Brevo does not automatically disconnect API keys or integrations unless one of the following occurs:

    • The API key is deleted, expired, or regenerated.
    • The integration encounters authentication or permission issues due to cache resets or hosting/server-side updates.
    • Security or network-level changes (such as firewall or plugin updates) interrupt the connection temporarily.

    That said, since you mentioned that nothing has changed on your server side and this issue happened twice, it’s possible there may have been a transient sync or authentication error between the plugin and Brevo’s API.

    To help us investigate this further, could you please confirm the following:

    1. The type of plugin you are using (e.g., WooCommerce, Prestashop, Magento, etc.).
    2. The version of the plugin currently installed.
    3. The approximate date and time when the disconnect occurred.

    Once we have these details, we’ll review our logs for any anomalies and share our findings with you.

    Regarding your request for notifications — I completely agree that having a warning when a disconnection occurs would be very helpful. I’ve already shared this feedback with our product team so it can be considered for future improvements.

    In the meantime, please continue monitoring the connection, and if it disconnects again, let us know immediately so we can analyze it in real time.

    Best regards,

    Plugin Author Brevo

    (@neeraj_slit)

    6 months, 2 weeks ago

    correction:

    The version of plugin you are using on WordPress.

    • This reply was modified 6 months, 2 weeks ago by Brevo.
Viewing 2 replies - 1 through 2 (of 2 total)

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