Troubleshooting

This page groups the problems we see most during the pilot, each with a likely cause and a concrete fix. If it still does not resolve, write to [email protected] with the details of where you got stuck.

Invitations and access

Symptom: my workspace invitation never arrived

Likely cause: the email landed in spam or promotions, your mail server is blocking the sender ([email protected]), or the invitation expired (7 days).

Fix:

1. Search spam, promotions and "All mail" in Gmail.
2. Add [email protected] to your safe senders.
3. Ask your workspace admin to resend it from Admin → Team → [your email] → Resend.
4. If more than 7 days have passed since the original, it expired and a new one has to be issued.
5. If none of that works, your corporate IT is probably blocking us. Write to us and we will help identify what to unblock.

Symptom: I do not see the option to invite another user

Likely cause: you do not have the admin role. Only admins can invite.

Fix: ask another workspace admin to change your role, or to invite directly. If you are the only admin and do not see the option, that is a bug: write to us.

Integrations

Symptom: I cannot connect Gmail (or the button errors)

Likely cause: the workspace admin has not enabled the integration, an OAuth scope was rejected, or your Workspace policy blocks third-party apps.

Fix:

1. Check with your admin that Admin → Integrations → Gmail is enabled at workspace level.
2. Disconnect and reconnect from My profile → Integrations → Gmail. That forces a fresh OAuth flow.
3. During OAuth, accept all the requested scopes. The minimum scopes are listed in Gmail.
4. If your company uses Google Workspace with restrictions, your IT admin has to approve LealUp as an authorized application.
5. If it still fails after reconnecting, copy the error's trace_id and send it to us.

Symptom: Google Calendar is not syncing new events

Likely cause: the OAuth token expired, there is natural sync lag, or your calendar has visibility restrictions.

Fix:

1. Give it a few minutes: incremental sync is not instant.
2. Check the state under My profile → Integrations → Google Calendar → Last sync.
3. If "Last sync" shows an error or is more than an hour old, reconnect (disconnect, then connect again).
4. Check the event is not marked Private or "Only me". We do not read those, out of respect for the user.
5. If the event is recurring and one instance was modified, it can take longer to arrive.

Symptom: WhatsApp messages always show as unread

Likely cause: a known limitation of the Kapso webhook. The "read" state does not always propagate.

Fix: we are working on it. In the meantime the message is logged to the timeline correctly; only the visual indicator lags. It does not affect the health score or analytics. If it creates operational friction, tell us.

Health and scoring

Symptom: the health score is not updating

Likely cause: the calculation runs once a day, in the early hours UTC. It does not follow your workspace timezone, so depending on where you are it may have run yesterday afternoon for you.

Fix:

1. If you need the score updated now (you changed the model, you imported a lot of data), force a recalculation: Admin → Health → Recalculate.
2. If the recalculation finishes but the score does not change, check that the dimensions with a connected source are actually receiving data: Customer 360 → right panel → Score detail.

Symptom: I cannot see a customer I know exists in the workspace

Likely cause: you have a filter active, you are not the owner (and your role is CSM, not director or admin), or the customer is archived.

Fix:

1. Clear every table filter with Clear filters at the top right.
2. If your role is csm, you only see customers in your book. Ask an admin to assign you the account, or to review your role's data scope.
3. Search the exact name in global search (top bar). It includes archived customers.

Symptom: a playbook is not firing

Likely cause: the trigger conditions are not met exactly, the segment does not match, or the playbook is paused.

Fix:

1. Admin → Playbooks → [name]: check the state is Active, not Draft or Paused.
2. Check the target segment. Does the customer belong to it? A customer can leave a segment when a field changes.
3. Use Test run with a specific customer. LealUp tells you which condition passed and which did not.
4. Some triggers are idempotent: once they fired for a customer they do not run again even if the condition still holds. See Playbooks.
5. If every condition is met and the test run confirms a match but it does not execute in production, that is a bug. Send us the playbook and customer IDs.

Tasks and notifications

Symptom: my tasks or notifications do not show on the dashboard

Likely cause: a misconfigured date filter, an inconsistent timezone between your profile and the workspace, or tasks assigned to another user.

Fix:

1. Check the dashboard's date filter. "This week" excludes tasks due next Monday.
2. Check your timezone under My profile → Regional. If yours is UTC and the workspace is America/Santiago, dates look shifted.
3. Confirm the task is assigned to you. If someone else created it without assigning you, it does not appear.
4. Review Notification preferences. You may have muted a category by accident.

Exports and data

Symptom: my CSV export is empty or missing rows

Likely cause: your visibility scope limits what gets exported, or the export job failed.

Fix:

1. If your role only sees your own book, the export respects that same limit. A director or admin exports everything.
2. Check the job state in the exports list. If it ended as failed, request it again.
3. Note that what is exportable today is customers, tasks and subscriptions, as CSV. See Exports.

Alfred (the AI assistant)

Symptom: the AI says it does not have enough context, or answers generically

Likely cause: your workspace has little synced history, or the customer you are asking about has a very short timeline.

Fix:

1. The AI works well once there is real synced data: emails, meetings, events.
2. If you just imported customers and have not connected email yet, the AI only sees the static fields on the record.
3. Connect Gmail and Calendar for the CSM who owns the customer. The backfill takes a few minutes and then the AI has much more context.
4. For freshly created customers, wait for the timeline to fill. In the meantime ask simpler questions ("what is the ARR?" rather than "how is the relationship going?").

More context in Alfred.

Still not resolved

If the problem persists after trying the above, write to [email protected] with:

• Workspace name.
• The screen where it happens (URL helps).
• What you tried and what happened.
• A screenshot if it applies (no PII).
• The exact error message if one appeared.
• Approximate time of the incident in your timezone.

See Contact for more on reporting effectively.