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Spektrix — troubleshooting

The Spektrix integration has a handful of moving parts — the API credentials, the customer attributes on the Spektrix side, the widget's integration setting on the Make a Rezzy side. When something is not behaving, the cause is almost always one of those three. This article runs through the common symptoms, in roughly the order to check them.

"Test connection" comes back red

The Test connection button on the Spektrix integration page reports the HTTP status code Spektrix returned. A few common cases:

  • 401 Unauthorized. The API key is wrong, or the username does not match it. Double-check both fields for stray spaces, then re-paste the key from your notes. If the key is no longer available to your Spektrix admin (Spektrix keys often cannot be re-shown after creation), they will need to generate a new one.
  • 403 Forbidden. Credentials reached Spektrix but the API user does not have permission to read baskets or write customer attributes. Ask your Spektrix admin to regenerate the user with the standard System Owner permissions — see Spektrix's authentication guide for the modes.
  • 404 Not Found. The client name is wrong. This is the short identifier in your Spektrix admin URL — for example, the your-venue portion of system.spektrix.com/your-venue/. It is case-sensitive.
  • 5xx (anything starting with 5). A Spektrix outage. Their status page will usually mention it. Try again after a few minutes; if it persists, contact support@spektrix.com.

The widget does not pre-fill the date

If guests on your Spektrix-enabled pages open the widget and the date input is empty (rather than the date of their show), check:

  • The widget's integration setting. Each widget has its own integration choice. Open the widget configurator and confirm Integration is set to Spektrix, not None. See Customising the widget.
  • There is a basket on the page. Pre-fill only kicks in when the guest already has a Spektrix basket in progress. If they hit the widget before adding a ticket, the widget has nothing to read.
  • The Spektrix script loads before the widget. The widget asks the host page for the basket; if Spektrix's own JavaScript has not loaded yet, the answer is "no basket". On most builders this just works, but if you have an aggressive lazy-loader or a heavy Content Security Policy, look for blocked script messages in the browser console (F12 → Console).
  • The integration is active. Switching Active off pauses the integration without removing the credentials — see Setting up the sync. The widget falls back to the default behaviour while paused.

Visits are not appearing on the Spektrix customer profile

The visit-history write fires when a booking is marked Completed, and only when a few conditions all hold. Step through them in this order:

  1. Is the booking actually Completed? Confirmed and other statuses do not trigger the write. Open the booking in the Calendar and confirm the status.
  2. Did the guest come through the widget? Phone, email, and walk-in bookings have no Spektrix basket attached (unless Make a Rezzy can match the details to an existing Spektrix account) so there is no customer to write back to.
  3. Is the customer link verified? Verification happens automatically the first time a guest books through the widget, but it only succeeds if the basket had a signed-in Spektrix customer attached. If a guest booked before signing in to Spektrix, the link will stay unverified, and future visits to the same guest will sync once they have booked at least once while signed in. See Field mapping for the verification rules.
  4. Do the customer attributes exist on the Spektrix side? Spektrix will silently drop writes to attributes it does not know about. Both Last Dined At and Number of Restaurant Visits must exist as customer attributes in Spektrix Settings — with that exact spelling. See Setting up the sync for the admin checklist.
  5. Is the integration active? Switching Active off pauses writes. The card shows the toggle state at the top of the Spektrix integration page.

The connection saved but writes still fail

If the Test connection button is green but actual writes are not landing, the most common cause is that the customer attributes have not been set up in Spektrix yet, or their spelling does not match exactly. The names are case-sensitive and space-sensitive:

  • Last Dined At
  • Number of Restaurant Visits

A test connection only confirms credentials work — it does not check the attributes exist. Your Spektrix admin can create them from Settings Interface → Attributes → Customer; Spektrix's Customer Attributes guide walks through the screens. If you are still stuck, email support@spektrix.com.

When to ask for help

The integration sits across two systems, so a problem can live on either side:

  • For credential problems, attribute setup, or anything inside Spektrix, contact support@spektrix.com.
  • For everything else, email support@makearezzy.com with the business name and a description of what you expected to happen.

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