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Disconnect / reconnect / Retry

Retry an unreachable connection, disconnect, or reconnect Greentree without losing saved credentials or catalogues.

When you need this

You need to stop using the live connection, restore it after a change, or clear a temporary "can't reach Greentree" warning without wiping saved credentials.

Before you start

  • You are on Settings → Integrations → Greentree → Credentials for the billable company.

  • Your role has Integrations tab: Read & Write. Disconnect isn't available with Read only.

Steps

Understand the connection states

Status on Credentials

What it means

Checking connection
 (grey)

SprintSuite is re-checking Greentree as the page loads

Connected to Greentree (green)

The live check passed

We can't reach Greentree at the moment (red)

The last check failed. Your credentials and connection are unchanged.

Couldn't verify the connection right now

Your browser couldn't reach SprintSuite's status check. This isn't necessarily a Greentree problem.

Retry when Greentree is unreachable

When a check fails, a banner appears at the top of every screen naming the billable company: We can't reach Greentree for {company}, saved credentials are unchanged. You'll only see it for companies your staff record belongs to.

  1. Click Retry Connecting in the banner or on Credentials.

  2. If it succeeds, the banner clears. If not, you'll see a message that Greentree is still unreachable.

A failed check never disconnects you on its own, so Retry is always the first step. Disconnect is only offered on Credentials, not in the banner.

Disconnect

  1. On Credentials, click Disconnect and confirm.

  2. The credential form reappears. Your URL, username, password, API key and Company code stay saved, and synced catalogues and mappings aren't deleted.

Reconnect

  1. Update any values that changed. Leaving Password or API Key blank keeps the saved value, unless you changed the URL.

  2. Click Save & connect and wait for Connected to Greentree.

What success looks like

  • After Retry or reconnect: green Connected to Greentree and no banner.

  • After Disconnect: disconnected, with credentials and catalogues still saved for later.

If it fails

  • Retry keeps failing → this is a network issue, not a mapping issue. Check the SprintSuite egress IP is still allowlisted, the firewall, and that Greentree Web Services is running.

  • A sync stopped with a lost-connection message → reconnect on Credentials, then run the sync again.

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