The connection sequence for Redtail is as follows, as I am sure you already know. 

Redtail requires users to login directly using the username and password. Therefore, to connect, one just needs to enter their username and password in the provided fields. 

Redtail does not have permissions that block access to integrations independently, and we can see no other mechanism that might account for the error message “Failed to get API Key.” If a user enters an incorrect username/password combination the error they should get is “Failed to register API key.” 

So the team will need to investigate this error and see if we can ascertain why it might be occurring. Here one thing to double-check:

• If you are pasting your password into the field, try typing the password instead

Thank you for getting back to me. I typed in the username and password and am still getting the ‘failed to register API key’ message.  I’m certain about the credentials as I am logged into both Redttail and Ring Central on my phone and computer and am able to use both softwares.

I reached out to our tech service and they feel we’re doing it correctly.

Please let me know what to try next.  Thanks.

Sarah Bennett

@sarah.bennett I think you have done all that you can for right now. I am escalating this to the engineering team to see if there is more information we can gleam about the error from our server logs. I suspect there is a problem with Redtail. 

For the sake of due diligence, you are using the Redtail CRM correct? Redtail also supports the following products:

• Redtail Imaging
• Redtail Email
• Redtail Campaigns
• Redtail Speak

This integration is for the Redtail CRM product only. 

@ByrneReese I am using Redtail CRM.  We do not use any of the other Redtail products.  Thank you for escalating my issue.

Sarah

I wanted to follow up on this issue. After meeting with another customer reporting this issue we discovered that they were not inputting their username and password correctly. 

@sarah.bennett If you can double-check your credentials and try again? If is still doesn’t work let’s schedule some time together. 

@ByrneReese  I verified the credentials and tried to login again.  I got the same message.  I feel certain of the credentials as I receiving Ring Central calls on my cell phone and computer.  I scheduled time with you tomorrow at 1pm CDT.  Thanks.

I just had the chance to meet with @sarah.bennett and helped her resolve her issue. She was using the right credentials, but she was using her RingCentral credentials. The lesson here is that setting up the Unified CRM extension is a two-step process. 

1. First, you login to RingCentral to enable the phone.
2. Then, you connect the extension to your Redtail account (using Redtail credentials) so the extension can log calls, lookup contacts, etc. 

I will see if we can add a little more content to the login screen so that is clear. 

One final update - we will be updating the plugin to more clearly prompt for Redtail credentials (specifically) - which we hope will prevent users from being confused in the same way.