> ## Documentation Index
> Fetch the complete documentation index at: https://docs.spott.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Fix the most common problems yourself: what to check, what to change, and what to tell us if it is still broken.

<div className="in-this-section">
  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.

  <div className="section-links">
    1. [I can't find something](#1-i-cant-find-something)
    2. [My email, meetings, or messages aren't showing up](#2-my-email-meetings-or-messages-arent-showing-up)
    3. [The AI didn't do what I expected](#3-the-ai-didnt-do-what-i-expected)
    4. [The Note Taker or my booking link didn't do what I expected](#4-the-note-taker-or-my-booking-link-didnt-do-what-i-expected)
    5. [An import didn't land the way I expected](#5-an-import-didnt-land-the-way-i-expected)
    6. [The extension isn't working](#6-the-extension-isnt-working)
    7. [Something client-facing looks wrong](#7-something-client-facing-looks-wrong)
    8. [Still stuck](#8-still-stuck)
  </div>
</div>

Work down the four checks below first, because they resolve a large share of what gets
reported to us.

## Before anything else, check these four

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 1. I can't find something

<AccordionGroup>
  <Accordion title="I can't find a candidate I know is in the database">
    **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.
  </Accordion>

  <Accordion title="I can't see a tab or an action a colleague can">
    **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.
  </Accordion>

  <Accordion title="A view keeps hiding records I want to see">
    **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.
  </Accordion>
</AccordionGroup>

<CardGroup cols={2}>
  <Card title="Global search" icon="magnifying-glass" href="/docs/get-started/global-search">
    Find any record by name, email, phone number, or record ID.
  </Card>

  <Card title="Searching candidates" icon="filter" href="/docs/candidates/search-candidates">
    Boolean queries, structured filters, and AI text to filters.
  </Card>

  <Card title="Using views" icon="table-list" href="/docs/settings/using-views">
    What a view stores, and how to save your own.
  </Card>

  <Card title="Managing access" icon="lock" href="/docs/settings/managing-access">
    Roles, permissions, and who can see what.
  </Card>
</CardGroup>

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

<AccordionGroup>
  <Accordion title="I connected my mailbox but my emails 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.
  </Accordion>

  <Accordion title="I get an error when connecting my email or calendar">
    **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.
  </Accordion>

  <Accordion title="Emails I send from Spott don't show in my Outlook Sent folder">
    **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.
  </Accordion>

  <Accordion title="Some emails on a candidate's Communication tab are blurred">
    **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.
  </Accordion>

  <Accordion title="I can't add a colleague's email address to a candidate">
    **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.
  </Accordion>

  <Accordion title="My WhatsApp messages aren't in Spott">
    **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.
  </Accordion>
</AccordionGroup>

<CardGroup cols={2}>
  <Card title="Inbox" icon="inbox" href="/docs/inbox/inbox">
    Channels, filters, replies, syncing, and record linking.
  </Card>

  <Card title="Connected accounts" icon="link" href="/docs/settings/accounts">
    What each connection syncs, and the sharing levels.
  </Card>

  <Card title="Microsoft" icon="envelope" href="/docs/integrations/microsoft">
    Outlook email and calendar sync.
  </Card>

  <Card title="Google" icon="envelope-open" href="/docs/integrations/google">
    Gmail and Google Calendar sync.
  </Card>
</CardGroup>

## 3. The AI didn't do what I expected

<AccordionGroup>
  <Accordion title="My AI matching results are bad">
    **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.
  </Accordion>

  <Accordion title="Ask AI doesn't know about a note I wrote">
    **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.
  </Accordion>

  <Accordion title="An AI-filled column is empty on my existing records">
    **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.
  </Accordion>

  <Accordion title="Editing a job scorecard deleted the candidate scorecards">
    **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.
  </Accordion>
</AccordionGroup>

<CardGroup cols={2}>
  <Card title="Job matching" icon="wand-magic-sparkles" href="/docs/jobs/matching">
    Pre-filters, criteria, scores, and search history.
  </Card>

  <Card title="AI in Spott" icon="sparkles" href="/docs/get-started/ai-in-spott">
    Everything the AI does, and what it reads to do it.
  </Card>

  <Card title="Adding notes" icon="note-sticky" href="/docs/notes/adding-notes">
    How linking works, and what gets tagged automatically.
  </Card>

  <Card title="Interview scorecards" icon="clipboard-check" href="/docs/candidates/interview-scorecards">
    Score candidates against a job's criteria.
  </Card>
</CardGroup>

## 4. The Note Taker or my booking link didn't do what I expected

<AccordionGroup>
  <Accordion title="The Note Taker joined a meeting when I turned it off">
    **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.
  </Accordion>

  <Accordion title="The Note Taker left or was kicked out. Will it come back?">
    **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.
  </Accordion>

  <Accordion title="My booking link shows little or no availability">
    **Try this**

    1. Look for all-day or multi-day calendar events marked **Busy**. A single one wipes
       out those days, so set its status to **Free** or **Tentative**.
    2. Remember the rule: events marked **Busy** or **Out of office** block availability;
       **Free** and **Tentative** do not.
    3. Check the booking link's own rules: booking notice, buffers, and weekly
       availability.

    **If it's still broken**, send us the booking link and the dates you expected to be
    bookable.
  </Accordion>

  <Accordion title="My meeting notes aren't attached to the right person">
    **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.
  </Accordion>
</AccordionGroup>

<CardGroup cols={2}>
  <Card title="Note Taker" icon="microphone" href="/docs/notes/note-taker">
    How it joins, what it produces, and how to remove it.
  </Card>

  <Card title="Scheduler" icon="calendar-days" href="/docs/calendar/scheduler">
    Availability, meeting types, and booking rules.
  </Card>

  <Card title="Calendar" icon="calendar" href="/docs/calendar/schedule-a-meeting">
    Scheduling, rescheduling, and cancelling meetings.
  </Card>

  <Card title="Zoom" icon="video" href="/docs/integrations/zoom">
    Why there is no Zoom integration to connect.
  </Card>
</CardGroup>

## 5. An import didn't land the way I expected

<AccordionGroup>
  <Accordion title="My custom fields didn't come through the import">
    **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.
  </Accordion>

  <Accordion title="The import didn't update the profiles that already existed">
    **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.
  </Accordion>

  <Accordion title="I imported into a job but the stages are all wrong">
    **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.
  </Accordion>

  <Accordion title="The import created duplicates">
    **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.
  </Accordion>

  <Accordion title="A LinkedIn URL column didn't bring in the profile">
    **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.
  </Accordion>
</AccordionGroup>

<CardGroup cols={2}>
  <Card title="Import from CSV or Excel" icon="file-csv" href="/docs/get-started/import-csv">
    Every mappable column, and how matching works.
  </Card>

  <Card title="Merging duplicate people" icon="clone" href="/docs/candidates/merge-duplicates">
    How Spott spots duplicates and how to merge them.
  </Card>

  <Card title="Updating a candidate profile" icon="arrows-rotate" href="/docs/candidates/update-profile-from-cv">
    Refresh a record from a CV, a self-service link, or LinkedIn.
  </Card>

  <Card title="Data migration" icon="database" href="/docs/get-started/data-migration">
    What a managed migration moves that an import cannot.
  </Card>
</CardGroup>

## 6. The extension isn't working

<AccordionGroup>
  <Accordion title="The extension side panel is frozen or shows an error">
    **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.
  </Accordion>

  <Accordion title="The extension didn't import the contact details I could see">
    **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.
  </Accordion>
</AccordionGroup>

<CardGroup cols={2}>
  <Card title="Browser extension" icon="puzzle-piece" href="/docs/settings/chrome-extension">
    Install, connect, and use the extension.
  </Card>

  <Card title="Contact enrichment" icon="user-plus" href="/docs/candidates/contact-enrichment">
    Find the email addresses and phone numbers LinkedIn hides.
  </Card>
</CardGroup>

## 7. Something client-facing looks wrong

<AccordionGroup>
  <Accordion title="My marketing emails or campaign emails aren't sending">
    **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.
  </Accordion>

  <Accordion title="A campaign didn't behave the way I expected">
    **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.
  </Accordion>

  <Accordion title="A client can't get into the Company Portal">
    **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.
  </Accordion>

  <Accordion title="The careers page shows something I don't want">
    **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.
  </Accordion>

  <Accordion title="A placement's form fields are missing from the table or the history">
    **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.
  </Accordion>
</AccordionGroup>

<CardGroup cols={2}>
  <Card title="Sending domains" icon="envelope-circle-check" href="/docs/settings/domains">
    Verify your domain and register sender addresses.
  </Card>

  <Card title="Email deliverability" icon="inbox-in" href="/docs/outreach/email-deliverability">
    Warm-up, list hygiene, and reaching the inbox.
  </Card>

  <Card title="Campaigns" icon="paper-plane" href="/docs/outreach/campaigns">
    Delivery windows, exit criteria, and editing a live campaign.
  </Card>

  <Card title="Company Portal" icon="building-user" href="/docs/jobs/company-portal">
    Invite client contacts and track what they do.
  </Card>
</CardGroup>

## 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.

<Note>
  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.
</Note>

<CardGroup cols={2}>
  <Card title="FAQ" icon="circle-question" href="/docs/onboarding/faq">
    The questions we get asked most during onboarding.
  </Card>

  <Card title="Getting support" icon="comments" href="/docs/onboarding/support">
    Every way to reach the team.
  </Card>
</CardGroup>

<div className="your-turn">
  ## 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
</div>

<Card title="Next: FAQ" icon="arrow-right" href="/docs/onboarding/faq">
  The questions we get asked most during onboarding.
</Card>