In order to read helpcenter information and create or edit translation, Unbabel relies on using a safe token that authenticates its actions in the Zendesk instance. A token can become invalid for different reasons, such as users being deleted, credentials being changed or users' roles or authorizations being changed.

If this happens, Unbabel may have difficulties reading the updated status of your Help Center or correctly posting translations that have been requested in the meantime, and the token may require refreshing.  The steps to achieve this are listed below.

To successfully refresh a token, you need to be a Zendesk Admin.

1 - Access the Guide interface tool at https://kb.unbabel.com or through the Customer Portal.

2 - Click the cogwheel in the top right corner of the screen and choose settings.

3 - Click Get New Token.

4 - If you are connecting to multiple brands, pick the brand you wish to re-validate. Different brand s can use different tokens!

The process should be completed, but that is not a guarantee that any missing action will resume automatically. If you are still seeing issues, please reach out to us at customer.happiness@unbabel.com or by using our support form with the summary of actions and any updates on the problem, and we will be glad to help.