Troubleshooting

Most problems in SalesOS have a quick fix you can make yourself. Find your symptom below. If none of these help, open Help and use the Contact tab. Your request includes the diagnostics support needs. See Getting Help.

An integration is disconnected or not syncing

Connections to Gmail, Outlook, calendars, Slack, HubSpot and other tools can stop working when a password changes, a token expires, or someone revokes access in the other app.

What you see: a notice under the header saying an integration needs attention, with Reconnect and the provider's name. On Settings → Integrations (/dashboard/integrations), the integration appears under Needs attention.

How to fix it:

1. Open Settings → Integrations, or click the button in the notice.
2. Find the integration under Needs attention and click Reconnect followed by its name.
3. Sign in to the other app again and approve access.
4. Use the sync icon (Sync now) to pull in anything missed.

Your own mailbox and calendar are yours to reconnect. Organization-wide integrations, such as Slack or HubSpot, need a workspace admin. If you aren't an admin, the card says "Ask a workspace admin to reconnect it."

Email isn't sending

SalesOS sends email in two different ways, and they fail for different reasons.

Your mailbox (emails you send)

Emails you write and reply to from the Email Inbox go out through your own mailbox, Gmail or Outlook. If you haven't connected one, or the connection has expired, those emails can't send.

• Open Email Inbox and click Connect Gmail or Outlook if it's offered. Outlook can also be connected from the Microsoft 365 card under Your accounts on the Integrations page.
• If it was connected before, reconnect it as described above.

Platform email (emails SalesOS sends for you)

Password resets, invitations, notifications, verification emails, quote emails and sequence emails come from SalesOS's own email service. If that service isn't set up on your deployment, admins see an Email sending off notice. Where it can, SalesOS then shows the link it would have emailed, so you can copy it and send it yourself.

If you're waiting for a SalesOS email, check your spam folder first, then check www.salesos.org/status for Email delivery.

AI features say they are unavailable

AI features show a notice naming the reason, such as a missing, rejected or rate-limited provider key. Admins can click Set up AI to open Settings → AI provider. Everything else in SalesOS keeps working without AI. AI Setup explains each reason and how to fix it.

A panel is empty, then fine after a reload

Occasionally a dashboard panel or list loads empty, or shows "Briefly unavailable", and is fine a moment later. That is a short-lived server hiccup, not missing data.

• SalesOS retries reads automatically, so wait a few seconds.
• If an error shows Retry, click it. What you typed is kept.
• Reloading the page is also safe.

If it keeps happening, or a list says "No leads yet" when you know you have leads, check the status page and then contact support with the Reference code (see below). Writes, such as saving a record, are never retried automatically, so you won't get duplicates. If a save failed, check the record before trying again.

Error messages with a Reference code

Many error messages end with a line like Reference: 3f9c2a1e-…. That code identifies your exact request in SalesOS's logs.

When you contact support about an error, include the Reference code. It lets support find what went wrong without asking you to reproduce it. If you contact support from the Help panel right after the error, recent references are attached for you. The code contains no personal data, so it's safe to share.

A page shows an upgrade screen

If a page shows a lock, the feature's name and Upgrade to unlock, the feature isn't in your plan. The screen also shows your Current plan. Menu items for locked features show a lock icon too.

• If you're on the Free plan and the core CRM locked, your 14-day trial has ended. Your data is still there.
• An admin can choose a plan at /upgrade. See Billing & Plans.
• Some features belong to one industry pack. They stay locked on other packs whatever your plan. See Industry Packs.

"You don't have access" or "You don't have permission to do that"

These messages mean your role or profile doesn't allow the action. This is different from a plan limit. Common causes:

• Admin-only settings. Security policy, single sign-on, API keys and the audit trail need an admin. Many sales settings need a manager.
• Records you don't own. Most users see only their own records and their team's, depending on their profile. Ask the owner to share the record with you. See Validation Rules, Sharing & Field Security.
• Read-only fields. A "field not editable" message means field security on your profile locks that field.
• Saves blocked by a rule. A message you don't recognise, shown when you save, usually comes from one of your organization's validation rules. Fix the field it names and save again.

Ask your workspace admin to change your role or profile if you need more access. SalesOS support can't grant access inside your organization.

Signing in

For forgotten passwords, lost two-factor devices and single sign-on problems, see Account & Sign-in.

Deleted something by mistake

Leads, contacts, accounts, deals and quotes can be restored from Settings → Recently deleted. See Recently Deleted.