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In this section you learn how to diagnose and fix the problems that come up most often in Spott, grouped by what you are seeing rather than by which feature is at fault. Each entry gives you the steps to try, and what to include if you do need to reach us.
  1. I can’t find something
  2. My email, meetings, or messages aren’t showing up
  3. The AI didn’t do what I expected
  4. The Note Taker or my booking link didn’t do what I expected
  5. An import didn’t land the way I expected
  6. The extension isn’t working
  7. Something client-facing looks wrong
  8. Still stuck
Work down the four checks below first, because they resolve a large share of what gets reported to us.

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Before anything else, check these four

1

Is your email account still connected?

Open Settings → Accounts. A password change, an MFA reset, or an IT policy change on the provider’s side can drop the connection without telling you. If it shows anything other than connected, reconnect it.
2

Are you looking at a filtered view?

Check the view name in the top-right corner of any list page. If it is not Default View, its filters, sorting, and columns are still applied, and a record that does not match them is invisible, not missing.
3

Does your role have permission?

Spott uses role-based access control, and it hides what your role cannot reach rather than greying it out. If a colleague can see a tab or an action you cannot, that is the likely cause. Ask an admin to check your role.
4

Is the record actually linked?

Notes, tasks, emails, and files only appear on a record once they are linked to it, and Spott’s AI can only read a note that is linked. An unlinked note sits in the Notes list, invisible to everything else.

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1. I can’t find something

Try this
  1. Check the view name in the top-right corner. If it is not Default View, its filters are still applied, so switch to Default and search again.
  2. Searching by email address or phone number? The quick search bar matches names and keywords only. Use global search (⌘K / Ctrl+K) for identifiers.
  3. Searching on skills or experience rather than a name? Use the Search tab, which reads the whole profile including notes and attachments.
  4. Searching a phrase? Put it in double quotation marks. Without them, Spott treats each word separately.
  5. If the record was merged, everything now lives on the surviving profile. Try the other spelling of the name.
If it’s still broken, start a chat from the bubble and include the candidate’s full name, the email address you have for them, and the page you were searching from.
Try this
  1. Ask an admin to check which role you hold under Settings → Security → Users. Roles are edited straight from the row, and a person can hold more than one.
  2. Workspace settings, and the delete, merge, and export actions, are the permissions most often withheld from standard roles.
  3. If a feature is missing for everyone, not just you, check Settings → Features, where it may be switched off for the workspace.
If it’s still broken, tell us the exact tab or button, and the name of the role you hold.
Try this
  1. Click each filter chip to see what it is doing, and remove the ones you did not intend.
  2. To exclude placed or inactive candidates deliberately, add a filter on status or jobs and save that setup as its own view, rather than editing the one everyone shares.
  3. Remember that a view stores columns and sorting as well as filters, so a column you cannot see may simply not be in this view.
If it’s still broken, tell us the view name and one record that should be in it.

Global search

Find any record by name, email, phone number, or record ID.

Searching candidates

Boolean queries, structured filters, and AI text to filters.

Using views

What a view stores, and how to save your own.

Managing access

Roles, permissions, and who can see what.

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2. My email, meetings, or messages aren’t showing up

Try this
  1. Give it a full working day. Spott syncs years of history and matches it to the people in your database, which typically takes 8 to 12 hours for a normal inbox. New mail keeps arriving while the backfill runs.
  2. Open the profile of someone whose email is missing. Inbox only syncs messages with people who already exist in Spott, so if they are not a candidate or contact yet, add them, and the conversation appears.
  3. Check Settings → Accounts still shows the account connected.
If it’s still broken, start a chat and include the address you connected, whether it is Google or Microsoft, and one example sender whose mail is missing.
Try this
  1. Look at where the error appears. If it is on the Microsoft or Google consent screen, your organisation’s IT policy is blocking the permission grant, which is not a Spott error.
  2. Ask a workspace admin to allow Spott for the whole organisation, in Microsoft Entra ID under Enterprise Applications, or the Google equivalent.
  3. If you are that admin, tick allow for everyone in my organization on the consent screen.
If it’s still broken, send us a screenshot of the consent screen error and tell us whether you are the IT admin.
Try this
  1. Confirm the recipient received them and that they appear in Spott. If both are true, the send worked and only the Sent-folder copy is missing.
  2. Check which Microsoft plan the mailbox is on. A consumer-tier plan routes outgoing mail through an alias, which is almost always the cause.
  3. The fix is a Microsoft 365 Business plan, arranged by your IT admin.
If it’s still broken, tell us the plan the mailbox is on and one example message and date.
Try this
  1. This is working as designed. The owner of that mailbox has restricted their sharing level, so you see metadata but not the content.
  2. Everyone sets their own level under Settings → Accounts: metadata only, subject line and metadata, or full access.
  3. If your team needs more visibility, ask that colleague to change their own setting: no one else can change it for them, including admins.
If it’s still broken, nothing to fix here, but tell us if you think the level shown does not match what the owner set.
Try this
  1. This is blocked by design, for everyone including admins. Adding it would expose your colleague’s entire email history with that address and bypass the email visibility model.
  2. If you need their conversation on the record, ask them to raise their own sharing level instead.
Try this
  1. Check the WhatsApp card under Settings → Accounts shows Connected.
  2. Remember the sync is per user and private: you only see your own WhatsApp conversations, never a colleague’s, and they never see yours.
  3. As with email, the other person needs to exist in Spott as a candidate or contact for the conversation to attach to a record.
If it’s still broken, tell us the number you connected and roughly when the messages were sent.

Inbox

Channels, filters, replies, syncing, and record linking.

Connected accounts

What each connection syncs, and the sharing levels.

Microsoft

Outlook email and calendar sync.

Google

Gmail and Google Calendar sync.

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3. The AI didn’t do what I expected

Try this
  1. Check your pre-filters are not too strict. Aim for a filtered pool of roughly 2,000 candidates or fewer, but not close to zero. Spott shows how many candidates pass, so widen them if the pool is tiny.
  2. Move every hard requirement into pre-filters and keep criteria for qualities you want to compare. Criteria that read like keywords rank badly, so write them as an ideal profile instead.
  3. Look at the job’s Overview. If there is no description, no linked notes, and no sourcing criteria, matching has little to read. The AI can only rank what it can read, so CVs, notes, and transcripts matter.
  4. Don’t read a weak score as a failed filter, because every candidate in the results already passed the pre-filters. Scores rate the criteria only.
  5. Missing someone you expected? Matching excludes anyone already in the job’s pipeline. Check the Candidates tab.
If it’s still broken, send us the job name and one candidate you expected to see ranked highly.
Try this
  1. Open the note and check it is linked to the record. Spott’s AI can only use a note as context once it is linked, and an unlinked note is invisible to matching, summaries, and Ask AI.
  2. Notes are not linked to a job automatically. Open the note and link it to the job so it appears on the record.
  3. If the note came from a meeting or call, Spott links it by attendee email address or phone number. When it cannot find a match, use Link record to connect it manually.
If it’s still broken, tell us the note title and the record it should be attached to.
Try this
  1. Check how the attribute was created. AI fill only applies retroactively if the attribute was created as AI-filled from the start.
  2. If you converted an existing attribute later, AI fill applies to new records only, and there is no bulk backfill.
  3. Values can be regenerated one record at a time from the record itself.
If it’s still broken, tell us the attribute name and whether it was created as AI-filled or converted.
Try this
  1. This is expected and unrecoverable. Structural scorecard edits delete every per-candidate scorecard on that job so scoring stays comparable, and the UI warns you before it happens.
  2. Going forward, finalise the scorecard structure before your team starts scoring.
  3. Renaming is not a structural change; adding, removing, or reordering criteria is.

Job matching

Pre-filters, criteria, scores, and search history.

AI in Spott

Everything the AI does, and what it reads to do it.

Adding notes

How linking works, and what gets tagged automatically.

Interview scorecards

Score candidates against a job’s criteria.
Try this
  1. Check your own setting first, under Settings → Calls.
  2. Then ask the colleagues on the invite to check theirs. The bot joins if any workspace colleague in the meeting has it enabled, and your setting only controls your own automatic joining.
  3. To keep a specific meeting private, remove the bot from that meeting from the calendar card.
If it’s still broken, tell us the meeting date and who else from your workspace was invited.
Try this
  1. It does not rejoin automatically.
  2. Around the scheduled time, ask it to rejoin manually from the meeting card on the Calendar. It resumes recording from that point, so anything said in between is not captured.
If it’s still broken, tell us the meeting and the platform it was on.
Try this
  1. Spott links meeting notes by an attendee’s email address, and call notes by phone number. If the address or number on the record does not match the one on the invite, it cannot match them.
  2. Open the note and use Link record to connect it manually.
  3. Add the missing address or number to the person’s record so future notes link themselves.

Note Taker

How it joins, what it produces, and how to remove it.

Scheduler

Availability, meeting types, and booking rules.

Calendar

Scheduling, rescheduling, and cancelling meetings.

Zoom

Why there is no Zoom integration to connect.

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5. An import didn’t land the way I expected

Try this
  1. This is a limitation, not a mapping mistake: custom fields cannot be mapped in the import wizard. The dropdown offers standard fields only.
  2. Set those values on the records afterwards, or use an AI-filled column where the value can be derived from the CV or profile.
If it’s still broken, tell us which fields you expected and we will confirm whether a standard field covers them.
Try this
  1. Also expected. An import creates records; it does not update existing ones. Where a row matches an existing profile, Spott adds that person to the job or list without overwriting their data.
  2. To refresh an existing profile, use a new CV, a self-service update link, or a LinkedIn refresh instead.
Try this
  1. An import adds people to a job as applications, but cannot set their application status or add comments.
  2. Open the job’s pipeline and move them to the right stage there.
Try this
  1. Spott deduplicates on email address, phone number, and LinkedIn URL. A row with none of those three cannot be matched to an existing person.
  2. Merge the duplicates: open one of them and use the Actions menu: Merge 2 people, Merge 2 Companies, or Merge 2 Jobs.
  3. Merging is pairwise, so three duplicates take two merges.
If it’s still broken, send us the file you imported and one example of a duplicated person.
Try this
  1. A LinkedIn URL column imports the link only, not the profile content.
  2. To bring the profile itself across, use the browser extension on the profile page.

Import from CSV or Excel

Every mappable column, and how matching works.

Merging duplicate people

How Spott spots duplicates and how to merge them.

Updating a candidate profile

Refresh a record from a CV, a self-service link, or LinkedIn.

Data migration

What a managed migration moves that an import cannot.

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6. The extension isn’t working

Try this
  1. Close and reopen the side panel by clicking the Spott icon in the browser toolbar twice.
  2. Do not bother refreshing the LinkedIn page, because the panel runs in a separate context, so a page refresh does not reset it.
  3. Confirm you are on Google Chrome or Microsoft Edge. The extension does not work on other browsers.
If it’s still broken, tell us your browser and version, and the page you were on.
Try this
  1. Spott imports publicly available information only: name, role, company, experience, education, and location.
  2. Contact details visible only inside Recruiter or Sales Navigator cannot be imported.
  3. Use enrichment to find email addresses and phone numbers instead.

Browser extension

Install, connect, and use the extension.

Contact enrichment

Find the email addresses and phone numbers LinkedIn hides.

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7. Something client-facing looks wrong

Try this
  1. Check your sending domain is verified, under Settings → Domains. Marketing campaigns can only send from mailboxes on a verified domain.
  2. Add the DNS records shown there if you have not, and allow time for them to propagate.
  3. If the domain is verified, check the campaign’s Delivery Window: sends only happen inside the hour window you set, optionally on business days only, and they are staggered with randomised gaps and daily limits per mailbox to protect deliverability. A new sending account is warmed up gradually.
If it’s still broken, tell us the campaign name, the sending address, and the window you set.
Try this
  1. Someone stopped receiving it? That is by design: reply received and meeting booked are exit criteria, and the recipient leaves the sequence automatically.
  2. Cannot change the steps? Message content and step timing can be edited for steps recipients have not reached, but adding, removing, or reordering steps is locked once a campaign has started. Duplicate the campaign instead.
  3. Want a colleague to send it? Campaigns send from the creator’s connected mailbox. Have them duplicate the campaign and enrol the recipients so it sends from theirs.
Try this
  1. Check the contact is registered under the company associated with the job. Only those contacts can be invited to its Company Portal.
  2. Check the candidates you meant to share are actually published, using Publish on portal, or select several in the pipeline and choose Add to company portal.
  3. Open Activity inside the portal to see whether they opened it at all.
If it’s still broken, tell us the job, the company, and the contact’s email address.
Try this
  1. Branding, public URLs, social links, and privacy text are all set under Settings → General.
  2. The consent disclaimer at the bottom of public forms can be replaced with your own privacy agreement text in the same place.
  3. The “posted X ago” label cannot currently be hidden, because it is system-generated on public job listings.
If it’s still broken, send us the public URL and a screenshot of what you want changed.
Try this
  1. Missing from the table? The placements table shows core fields only, because different placements can use different forms. Open a placement’s detail page to see and edit its form values, or export to Excel, whose exports do include the nested form values.
  2. Missing from past placements? Deleting a field from a placement form removes its data from every past placement that used it, not just future ones, and that cannot be undone. Renaming and adding fields are safe.
If it’s still broken, tell us the placement and the field name, and export the affected placements before changing anything else.

Sending domains

Verify your domain and register sender addresses.

Email deliverability

Warm-up, list hygiene, and reaching the inbox.

Campaigns

Delivery windows, exit criteria, and editing a live campaign.

Company Portal

Invite client contacts and track what they do.

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8. Still stuck

If you have worked through the relevant entry above and it is still broken, reach us from inside Spott by clicking the bubble icon in the bottom-right corner. Include these four things and we can usually answer in one reply rather than three:
  1. What you were doing, and the page or record you were on.
  2. What you expected, and what happened instead.
  3. One example: a record name, an email address, a job, a date and time.
  4. What you already tried from this page.
Starting a chat creates a ticket in our system rather than opening a live chat. A member of the team will be in touch as soon as possible.

FAQ

The questions we get asked most during onboarding.

Getting support

Every way to reach the team.

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Now your turn

  • Check your email account is still connected
  • Confirm you know how to switch back to Default View on a list page
  • Find out which role you hold, and what it can and cannot do
  • Open one note and confirm it is linked to a record

Next: FAQ

The questions we get asked most during onboarding.