How to Resolve Expired or Missing Access Tokens for Cloudbeds Marketplace Integrations

Gabriela Garcia

Updated October 16, 2025 18:03

Overview

If you're using a Cloudbeds Marketplace application (like a self check-in provider, channel manager, or accounting system) and you’re experiencing failed data syncs, authentication errors, or missing information, the root cause may be an expired or missing access/refresh token.

These tokens are essential for the app to securely communicate with Cloudbeds; when they expire or become invalid, the connection breaks.

This article walks you through re-authorizing the app, testing the connection, and gathering details for Support if further help is needed.

Common Symptoms

The integrated application's functionality (e.g., check-in flow, reservation sync, reporting) fails or does not trigger.
The application reports an authentication failure, token issue, or “unauthorized” error.
No new data appears to be syncing from Cloudbeds, despite successful past usage.
Specific error messages from the partner system, such as:
- HTTP 401: { "error": "server_error", "error_description": "The authorization code is invalid or has expired." }
- HTTP 200: { "success": false, "message": "User who approved this connection is not active anymore" }

Resolution Steps

Step 1: Re-authorize the application to generate a new token

Access and refresh tokens are generated only during the initial connection or re-authorization. If a token is lost or expired, the fastest fix is to disconnect and reconnect the application in your Cloudbeds account. This process issues a new valid access and refresh token.

Go to your Account Menu → Apps & Marketplace → Connected Apps.
Locate the problematic app in the list (e.g., Trevo, Sweeply)
Click Disconnect, then confirm the action.
Click Connect and follow the on-screen authorization steps specific to that application. This usually involves logging into the partner's platform or confirming permissions.

This process forces Cloudbeds to issue a completely new access and refresh token.

Step 2: Test the connection

Open a relevant test case in Cloudbeds PMS (e.g., a test reservation for a self check-in app or trigger a data sync for a reporting app).
Run the flow or action that previously failed (e.g., initiate check-in, force a sync).
Verify it completes without errors and that data is syncing as expected.

This ensures that the new token is valid and functioning as expected.

Step 3: If the issue persists

If re-authorizing does not fix the problem, contact Cloudbeds Support and include the following details:

Your Cloudbeds Property ID
The approximate date and time you re-authorized the app
A recent reservation number (or other relevant ID) where the issue occurred after reconnection

Also, ask the partner’s support team (e.g., Trevo Support, Sweeply Support) to provide:

API request and response logs showing the failed token usage or error messages. These logs help the Cloudbeds Integrations Team pinpoint the issue.

Frequently Asked Questions

Why do Cloudbeds Marketplace tokens expire or go missing?

Access and refresh tokens can expire after inactivity or security resets. They are also invalidated if the Cloudbeds user who originally authorized the connection becomes inactive. Reconnection with an active user is required in these cases.

Does token expiration affect other Cloudbeds integrations or connected apps?

Yes. The same troubleshooting process of disconnecting and reconnecting applies to most other Cloudbeds Marketplace apps that use token-based authentication (OAuth 2.0). If a partner reports errors like "The authorization code is invalid or has expired" or "User who approved this connection is not active anymore," re-authorization is typically required.

Are there any integrations that use a different authentication method than Cloudbeds Marketplace tokens?

Yes, some integrations may have different authentication methods. For example, Omniboost integrations are handled differently. Always refer to specific integration guides or consult Cloudbeds Support if you are unsure.

What does the error “Your app’s ConnectionTokenProvider did not call the provided completion block within 60 seconds” mean in the Cloudbeds app?

This message appears when the Cloudbeds mobile app tries to connect to the servers but takes longer than 60 seconds to complete the secure connection process. It usually happens while using a payment reader (such as Stripe or Cloudbeds Payments) and is often caused by a weak network signal, temporary server delay, or reader connection issue.

Below is an example of how the error looks in the app:

Possible Causes

Unstable or weak Wi-Fi/cellular connection.
The app was minimized or interrupted during the connection process.
The payment reader lost connection or was not paired correctly.
Temporary delay in generating the connection token on the server side.

Solution Steps

Force close and reopen the Cloudbeds mobile app.
Ensure the device has a strong Wi-Fi or cellular signal and try again.
Check that the payment reader is powered on and paired correctly.
Update the Cloudbeds app to the latest version.

If the issue continues after these steps, please contact Cloudbeds Support and include the app version, reader model, and when the error appeared so our team can assist further.

If you need further assistance or more information, our Support Team is here to help!