Troubleshooting
C
Troubleshootinguser-permission-revoked
Clorox Benefit Center (Mercer): User Access Revoked
The institution connection was revoked and data refreshes are blocked until the source is reconnected.
Likely causes
- User revoked third-party app permissions at the institution.
- OAuth consent was withdrawn or expired.
- Security policies forced disconnect after suspicious activity.
Resolution steps
- 1
Prompt the user to reconnect the source from account settings.
- 2
Validate refreshed permissions include required scopes.
- 3
Run a backfill sync to close data gaps after reconnect.
Prevention controls
- Send proactive alerts when access revocation webhooks arrive.
- Include provider-specific reconnect instructions in-product.
- Track reconnect completion rate by institution and optimize flows.