Troubleshooting
Solutions for common issues and how to get help.
Login Issues
Can't log in to my account
- Verify you're using the correct email address
- Check that Caps Lock is off
- Try the "Forgot Password" option to reset your password
- Clear your browser's cookies and cache
- Contact your workspace admin if issues persist
SSO login not working
- Ensure you're using the correct provider (Google/Microsoft)
- Check that your organization has enabled SSO
- Verify your account is provisioned in the identity provider
- Try clearing browser cookies and cache
- Try a different browser or incognito mode
Knowledge Base Issues
Upload stuck in processing
- Large files take longer — wait for completion
- Check your internet connection stability
- Try re-uploading if stuck for more than 30 minutes
- Ensure the file format is supported (PDF, DOCX, XLSX, CSV, MP4, MOV)
- Check if the file is corrupted by opening it locally
Content not appearing in search
- Wait for processing to complete (check the Job Tracker)
- Verify the file uploaded successfully (status should show "Ready")
- Try different search terms
- For PDFs, ensure the text is selectable (not scanned images)
Video transcription inaccurate
- Ensure the audio is clear and free from background noise
- Videos with multiple speakers may have lower accuracy
- Check if the language is supported
Integration Issues
Can't connect external service
- Ensure you have admin access to that service
- Check that pop-ups aren't blocked in your browser
- Try a different browser
- Disable browser extensions temporarily
- Verify the service isn't experiencing outages (check their status page)
API key not working
- Confirm you copied the full key (no extra spaces)
- Check that the key hasn't been revoked
- Verify you're using the correct API endpoint
- Ensure the key has the necessary permissions
Webhook not receiving events
- Verify your endpoint URL is correct and uses HTTPS
- Check that your server is publicly accessible
- Test the webhook using the built-in test feature
- Review your server logs for incoming requests
Performance Issues
Platform running slowly
- Check your internet connection speed
- Clear browser cache and cookies
- Try a different browser
- Disable browser extensions temporarily
- Close other tabs and applications
Features not loading
- Refresh the page
- Log out and log back in
- Check for browser updates
- Try accessing from a different device
Search results taking too long
- Large Knowledge Bases may take longer to search
- Try more specific search terms
- Use Insights with "Quick" depth for faster results
Campaign Issues
Emails not sending
- Verify your email account is properly connected
- Check if you've exceeded sending limits
- Review the campaign status for error messages
- Ensure recipient list is properly formatted
Low open rates
- Check if emails are going to spam folders
- Review and improve your subject lines
- Verify sender reputation
- Send test emails to yourself first
Outreach Issues
Calls not connecting
- Verify the phone number format is correct
- Check your internet connection (calls require stable connection)
- Ensure microphone permissions are granted
- Try using a headset for better audio quality
Transcription missing or inaccurate
- Check your microphone is working properly
- Speak clearly and at a moderate pace
- Reduce background noise
Getting More Help
If you can't resolve an issue:
- Check the Quick Reference for common solutions
- Review the Best Practices guide
- Check your workspace admin for organization-specific help
- Review the Activity Log for error details
- Contact support through your organization's support channels