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Error: “Merge account has status RELINK_NEEDED” (Justworks)

Intercom Service Account avatar
Written by Intercom Service Account
Updated over a week ago

Environment Details

  • Justworks integration is no longer syncing, and an error banner is present on the integrations page stating, "Merge account has status RELINK_NEEDED"

  • Users may also encounter frequent disconnection issues or errors related to insufficient permissions.

Cause

  • Justworks has recently implemented improvements to its authentication layer. Due to the changes on Justworks, existing customers will be prompted to relink their accounts.

  • The transition involves adopting a Service Account authentication flow for improved security and reliability. This requires permissions to be reassigned to a dedicated email account specific to your Vanta instance.

Resolution

  1. Click Reconnect from the banner on the Integrations page or select Reconnect from the Integrations manage options.

  2. Follow the prompts to set up a Service Account in Justworks, ensuring permissions are assigned to a dedicated email account used for this integration.

  3. Verify that all required permissions are configured:

    • Edit Company Settings

    • Manage Employees

    • View All Employee Information

    • Upload and View All Documents

  4. If reconnection fails, delete the existing Service Account, recreate it, and try again.

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