Troubleshooting

When something isn’t behaving — a task nobody picks up, a teammate that won’t reply, a send that won’t go out — this page helps you match the symptom to the most likely cause and fix it in a minute or two.

In short

• Most “stuck” moments are one of a few common causes — find your symptom below and work the list top to bottom.
• A send waiting for your OK is normal, not a fault — that’s Ask before sending doing its job.
• If a teammate looks stuck, you can almost always nudge it: re-ask in Chat, or set the task back to To do.
• Still stuck after the checklist? Send a screenshot and head to Getting help.

Find your symptom

Pick the row that matches what you’re seeing, then jump to its checklist below.

The symptoms covered on this page

• A task isn’t being picked up — you created it, but nothing happens.
• A teammate isn’t replying in Chat — you asked, and there’s silence.
• A connector won’t connect — adding a tool (CRM, calendar) fails.
• A channel test fails — email, LinkedIn, or another send channel won’t verify.
• An approval seems stuck — something’s waiting and won’t clear.
• A teammate shows an error — a red state or “error” label on a teammate.

A task isn’t being picked up

You added a task, but your teammate hasn’t started. Walk these in order — the first two cover most cases.

1. No assignee. An unassigned task just waits on the board. Open it and pick a teammate in the properties rail.
2. The status isn’t “To do.” Teammates only start tasks that are in To do. If it’s parked in another status, set it back to To do.
3. It’s waiting on something else. A task blocked by an unfinished one stays put until that one clears. Check the task for a blocker note.
4. Give it a moment. Teammates check for new work on a regular cycle, so a brand-new task can take a short while to be picked up. A long pause usually means the cycle just hasn’t come round yet — not that anything is broken.
5. You don’t have permission. If you see “you don’t have permission to create tasks here,” you may be in a workspace where that’s limited — ask whoever set it up.

For the full how-to, see The Tasks board.

A teammate isn’t replying in Chat

You asked, and nothing came back. Most of the time it’s still thinking, or the page is stale.

1. Give it a few seconds. Teammates think before they answer — a short pause is normal, especially for a meatier question.
2. Refresh the page. A stale page can hide a reply that already arrived. Reload and look again.
3. Try simpler, clearer words. A long or ambiguous message can stall a reply. Re-ask in one or two plain sentences.
4. Re-send your message. If the reply never came, just ask again — your teammate picks up where you left off.
5. Check the teammate isn’t showing an error (see below). A teammate in an error state won’t reply until it recovers.

For more on chatting, see Chatting with your teammates.

A connector won’t connect

Adding a tool — your CRM, calendar, or another service — didn’t go through.

1. Re-check what you pasted. Connectors usually need a key or token from the other service. A stray space, a missing character, or the wrong field is the most common cause — paste it again, carefully.
2. Confirm it’s the right kind of key. Some services have several keys; make sure you copied the one the connector asked for.
3. Check the key hasn’t expired. Keys can be rotated or revoked on the other side. If an old one stops working, generate a fresh one and paste that.
4. Read the error message. Connectors surface the reason a connection failed in plain words — it often tells you exactly which field to fix.
5. Try again after a moment. A brief hiccup on the other service can cause a one-off failure; a second attempt often succeeds.

For setup details, see Connectors.

A channel test fails

A send channel — email, LinkedIn, or another — won’t verify when you test it.

1. Finish connecting first. A channel test can only pass once its underlying connector is connected. If the connector failed, fix that first (above).
2. Re-check the details you entered. As with connectors, a wrong or expired credential is the usual culprit. Re-enter and test again.
3. Read the test result. A failed test shows the reason — use that to point you at the exact thing to fix.
4. Wait, then retry. A momentary outage on the channel’s side can fail a test that passes minutes later.

For more, see Channels.

A channel that connects but hasn’t sent anything yet is fine — sends still wait for your OK. A failed test is about the connection itself, not about anything being sent.

An approval seems stuck

Something is waiting and won’t clear from Needs attention (À traiter).

1. Is there actually something to approve? All caught up means nothing is waiting — that’s the normal, healthy state, not a fault.
2. A waiting send is normal. A draft sitting in the queue for your OK is Ask before sending working as designed. It stays there on purpose until you decide.
3. Refresh the page. A stale page can hide an item that already arrived, or one you just cleared.
4. Did a rule already approve it? If you’ve turned on an auto-approve rule, matching sends won’t appear here — they go out on their own. Check your rules in Settings.
5. “You don’t have permission to decide this.” Some decisions can only be made by a workspace admin. If you see that message, ask whoever runs your workspace to decide it.

For the full walkthrough, see Approvals (Needs attention).

A teammate shows an error

A teammate looks stuck or shows an “error” state. Good news: this almost always clears on its own, and you can nudge it.

1. Wait a short while. Teammates recover from most hiccups by themselves — a brief error often clears without you doing anything.
2. Give it fresh work. Asking a clear new question in Chat, or assigning a new task in To do, is usually enough to get a teammate moving again.
3. Ask a different teammate. If one is stuck on a job, another can often pick it up — just ask the new one directly.
4. Refresh the page. A teammate may have already recovered while the page showed an old state.

Your teammates also check each other’s work before calling it done, so a stumble on one job rarely affects the quality of what reaches you — it just means that one piece needs another go.

A quick word on trust

Nothing here changes the one promise that matters most:

No card. No connecting your email. Nothing gets sent without your OK.

Ask before sending is ON by default — so a send sitting in the queue is the system protecting you, not a bug. If a teammate stumbles, retries it, or hands a job to a peer, nothing leaves your workspace along the way. For the full picture, see Trust and safety.

When to ask a person

If you’ve walked the checklist for your symptom and it’s still stuck, it’s time to reach out.

1. Take a screenshot of what you’re seeing — this is the single most helpful thing you can send.
2. Note what you were trying to do (“I asked Sales to send the follow-up email”).
3. Note what happened instead (“nothing appeared” / “it showed an error”).
4. Mention the page or teammate it happened on.
5. Head to Getting help with all of the above — that’s the surest path to a fix.

If a teammate keeps failing the same job over and over, stop re-trying it by hand and report it with a screenshot. Repeating a stuck action rarely helps and just adds noise — a human can spot the real cause faster.

FAQ

My teammate isn't doing anything. Is it broken?

Usually not. Check the task has an assignee and is in To do, then give it a moment — teammates pick up work on a regular cycle. If it’s a chat, refresh the page and re-ask in plain words.

Why is my send just sitting there?

Because Ask before sending is ON — every email, post, message, and booking waits in Needs attention for your OK. A waiting send is the normal, safe state, not a fault. Open it, read it, and approve when you’re ready.

I added a connector and it failed. What now?

Re-check the key or token you pasted — a stray space or the wrong field is the most common cause. Make sure it’s the right kind of key and hasn’t expired, read the on-screen error, and try again. See Connectors.

A teammate shows an error. Do I need to do anything?

Often not — teammates recover from most hiccups on their own. To nudge one along, ask a clear question in Chat or assign a fresh task in To do. If the same job keeps failing, report it with a screenshot.

I can't approve or reject something. Why?

A few decisions can only be made by a workspace admin. If you see a “you don’t have permission” message, ask the person who runs your workspace — they’ll have the option.

Nothing here fixed it. Where do I go?

Head to Getting help with a screenshot, what you were trying to do, and what happened instead. A short screen recording helps even more.

Next steps

Getting help

Reach a human — what to send and where to send it.

FAQ

Quick answers to the most common questions.

Approvals (Needs attention)

Clear what’s waiting on you with confidence.

The Tasks board

Create work, hand it off, and follow it to done.