Troubleshooting

Find the symptom, then work down the causes in order. Most problems are a key, a mapping or timing.

A key is not accepted

If you see "Too many key checks", wait a minute: key checks are limited to 20 a minute per person. Exact steps per tool are in API keys by tool.

A connection shows "Needs attention"

Settings: Connections

Settings → Connections is the first place to look when numbers stop moving. Demo data.

1. Open the tool in Settings → Connections and read the full error.
2. An authentication error means the key was revoked, expired or lost a scope. Create a new one and use Replace key.
3. A rate limit or timeout error usually clears itself. Press Sync now once; if it fails again, wait for the next automatic sync.
4. A plan or permission error means the tool no longer allows API access on your plan. That has to be fixed in the tool.

The dashboards are empty or behind

• The first sync may still be running. Settings → Connections shows Syncing until it finishes, and a large backfill needs several runs. Press Sync now to start the next one.
• Every connection syncs automatically every day, plus Sync now whenever you need it. Activity from the last few hours appears after the next sync.
• Check the period picker. The default is this week.
• Check the workspace time zone in Settings → Workspace. It decides where each day starts.
• If the banner says the workspace is read-only, syncing is paused. See Trial, plans and read-only mode.

A rep's numbers are too low

Settings: Reps & senders

Check that every sender of that rep is mapped to them. Demo data.

1. Open Settings → Reps & senders. Is every mailbox, LinkedIn account and dialer seat of that rep mapped to them?
2. Look at the Unassigned row on the scorecard. If it is large, the activity is there.
3. On Campaigns, filter by Needs owner. Activity without a mapped sender needs a campaign owner to be credited.
4. Is the tool they send from connected at all, and is the right account of it connected?
5. Smartlead campaigns with several mailboxes are credited through the campaign owner. Set one.

Fixing a mapping or an owner re-credits the history at once. You do not need to re-sync.

Reply rate is lower than in my sending tool

Expected. Auto-replies and unsubscribes are left out here, and most tools count them. The excluded counts are shown on the Overview tile and on each campaign page. See How every number is counted.

A campaign has the wrong owner or none

• None: the name contains no active rep's name, or it contains two. Set the owner by hand.
• Wrong: a first name matched. Set the right owner by hand; a manual owner is never changed.
• A rep whose first name is a common word (Will, May, Mark, Grant, June) is only matched on their full name or initials.

A deal is not credited to outbound

1. In HubSpot, does the deal have an associated contact? Without one, only the company domain can match.
2. Is that contact's email the same address the campaign emailed?
3. Was the deal created after the touch, and within 120 days of it?
4. Is the tool that made the touch connected, and did its backfill reach that date?

More cases are in Attribution and HubSpot write-back.

Calls look doubled or missing

• Doubled: the dialer and HubSpot record the call more than 120 seconds apart, or for different people. They are then treated as two calls.
• Missing connected calls: calls under 10 seconds are not counted as connected on most dialers.
• Missing teammates: the key is a personal key. Use a company-level or admin key, or for Klenty list the teammates on the connection.
• Nooks parallel-dialer calls may only reach HubSpot. Connect HubSpot as well.

I cannot answer a reply

A rep sees "Your login is not linked to a rep yet"

A manager opens Settings → Team and picks the rep record in the Linked rep column for that login.

An enrichment run is refused, stuck or finds little

• Refused: its worst-case estimate would pass a monthly budget. Split the list, raise the budget, or ask a manager to override.
• Rows still pending: FullEnrich is asynchronous. Open the run again, or press Continue; the same lookup is resumed, not paid again.
• Few finds: add a LinkedIn URL or company domain column, or lower the quality floor from Valid only.
• A provider is skipped: it reported a rate limit, an auth error or no credits. The run notes say which.
• Crustdata finds nothing: the plan does not include contact data, or the rows have no LinkedIn URL.

The weekly report did not arrive

• It is sent after Monday 08:00 in the workspace time zone, when the daily send job next runs. That can be later on Monday.
• Email or Slack must be switched on in Settings → Weekly report, not just filled in.
• Use Send test now. If the test arrives, the schedule will too.
• A read-only workspace does not receive it.

I cannot sign in

• After 5 wrong passwords for an email, sign-in is locked for up to 15 minutes. Wait, then try again.
• There is no reset-by-email yet. Ask your workspace admin to contact us.
• An invite link works for 14 days and only for the invited email address. Ask for a new one.

Still stuck

Contact us with the tool name, the exact message you see and roughly when it happened. Never include an API key in the message.