Troubleshooting Integrations

If email sending, tracking, or provider status is not working as expected, use this guide to diagnose and fix integration issues.

Quick Diagnosis Checklist #

1. Go to Integrations (/integration).
2. Confirm at least one provider is truly connected.
3. Try disconnecting and reconnecting the affected provider.
4. Log out and back in to refresh account state.
5. Re-test sending from My Emails or extension flow.

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Common Symptoms and Fixes #

1) “No active integrations” message #

Symptoms #

• You see warnings that no active integrations are available.
• Sending/tracking is blocked.

Fix #

1. Open /integration.
2. Connect at least one provider (Google, Microsoft, or Keap).
3. Return to your send flow and retry.

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2) Integrations page shows “connected,” but sending fails #

Symptoms #

• UI appears connected, but app behavior acts disconnected.
• You may get redirected to integration setup before sending.

Fix #

1. Disconnect the provider from /integration.
2. Reconnect the same provider.
3. Refresh session (log out/in).
4. Retry sending.
5. If still failing, check backend logs for token/refresh errors.

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3) OAuth/provider authorization fails #

Symptoms #

• Error after provider auth redirect.
• Connection does not persist.

Fix #

1. Retry connect flow from /integration.
2. Make sure you complete the provider consent flow fully.
3. Verify you’re using the correct account at the provider.
4. If you manage environments (dev/stage/prod), confirm credentials/redirect URIs match that environment.

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4) Token expired (especially Keap) #

Symptoms #

• Previously working integration stops sending.
• Repeated auth failures after a time period.

Fix #

1. Reconnect the integration.
2. Verify token refresh job/scheduler is running in your environment.
3. Confirm refresh happens before token expiry window.
4. Check logs for refresh failures and API errors.

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5) User role/permissions block integration actions #

Symptoms #

• Connect/disconnect controls unavailable for some users.
• Organization-level provider changes blocked.

Fix #

• Owners/Managers should perform org-level integration actions.
• Standard users may have limited integration management rights.
• Ask an Owner/Manager to connect/disconnect if needed.

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6) Extension says integration unavailable #

Symptoms #

• Chrome extension cannot send/track.
• Extension warns no active integrations.

Fix #

1. Confirm integration status in the main app (/integration).
2. Sign out/in in extension to refresh state.
3. Reload extension from chrome://extensions.
4. Retry flow in compose window.

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7) Account is inactive or trial ended #

Symptoms #

• Limited app access and blocked sending features.
• Integration-dependent features unavailable.

Fix #

1. Owner logs in.
2. Go to My Account / Billing.
3. Reactivate or upgrade to restore full access.
4. Re-test integrations.

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Advanced Verification (Admin/Dev) #

If you have server access, check:

• OAuth callback success/failure logs
• Provider token refresh logs
• Webhook handling logs
• Environment variables for provider credentials
• DB state for provider connection records and last-refresh timestamps

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Safe Reset Procedure (Recommended) #

When status appears out of sync:

1. Disconnect provider in app.
2. Reconnect provider in app.
3. Log out/in.
4. Reload extension (if applicable).
5. Retry send/track.
6. Confirm status updates in UI and behavior.

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When to Contact Support #

Provide these details to speed resolution:

• Organization name
• User email
• Provider affected (Google/Microsoft/Keap)
• Environment (dev/stage/prod)
• Exact error text
• Timestamp of failure
• Screenshot + backend log snippet (if available)