This article resolves a failed or broken connection between your AI tool and 15Five MCP. Work through the checks in order.
Note: 15Five MCP sends your 15Five data out to your AI tool. AI tool connectors in Agents Hub work in the opposite direction: they bring AI usage data in to 15Five. For those, see Connected work tools: Feature Overview.
Diagnose
- Check: A 401 error on the very first call → Look for a 401 error the first time your AI tool reaches 15Five → If true, no action is needed. Your AI tool uses it to find where to sign in, and it clears on its own → If not, continue to the next check.
- Check: Your company has not turned on 15Five MCP → Look for a page that says "15Five MCP isn't turned on for your company yet. Ask your 15Five account admin to enable it." → If true, go to Fix 1 → If not, continue to the next check.
- Check: Your company turned off 15Five MCP after you connected → Look for a 403 error that says mcp not enabled for company → If true, go to Fix 1 → If not, continue to the next check.
- Check: The connection lapsed or access changed → Confirm the connection worked before and now does not. A connection left unused for more than 30 days stops working → If true, go to Fix 2 → If not, continue to the next check.
- Check: You signed in while acting as another user → Look for a 403 error that mentions impersonation → If true, go to Fix 3 → If not, continue to the next check.
- Check: Your AI tool is not supported → Look for an invalid redirect error during setup → If true, go to Fix 4 → If not, see If It Still Fails.
Fix
Fix 1: Your company has not turned on 15Five MCP
- Ask your 15Five admin to turn on 15Five MCP.
- Reconnect from your AI tool after your admin confirms it is on.
Admins can follow Turn on 15Five MCP for your company.
Fix 2: The connection lapsed or access changed
- Reconnect 15Five from your AI tool.
- If that fails, ask your admin whether 15Five MCP is on.
- If it is on, contact 15Five Support.
Fix 3: You signed in while acting as another user
- Sign out of 15Five.
- Sign in to 15Five as yourself.
- Reconnect 15Five from your AI tool.
Fix 4: Your AI tool is not supported
- Contact 15Five Support with the name of your AI tool.
Adding an AI tool is a change on 15Five's side. It cannot be done from your account.
What Resolution Looks Like
Your AI tool shows 15Five as connected. A question about your 15Five data returns an answer with links to the 15Five records it used.
If It Still Fails
Contact 15Five Support. Include the name of your AI tool, the exact error text, and the approximate time it happened.
Not Covered Here
This article does not cover setup steps for a specific AI tool or changes that fail after connecting. See A change from your AI tool to 15Five fails.