Troubleshooting
What a message means, what to say to your OS, and the fix.
When in doubt, say test my connections and fix what's broken. Your OS tests every app and tells you what needs you.
Links and sign-in
| You see | Say to your OS | Fix |
|---|---|---|
| This link has expired or was already used | open my connections | Connections page links work once, for 15 minutes. Get a fresh one. |
| This connection link has expired. Please start again. | connect my <app> | The link timed out or the app is already connected. Get a fresh link. |
| This sign-in was already used / This sign-in has expired | connect my <app> | Each sign-in link works once, for 30 minutes. |
| I do not recognize that as an app | connect <proper app name> | Use the app's proper name, for example HubSpot, not “the CRM thing”. |
| Your access was removed | Nothing | An admin removed you. Ask an admin on your team. |
| Only an admin can... | Nothing | Ask an admin, or ask an admin to make you one. |
Keys and connections
| You see | Say to your OS | Fix |
|---|---|---|
| <App> rejected that key | connect my <app> | Copy the whole key again, or make a new one in the app (the old one may be revoked), then paste it into a fresh link. |
| That Location ID was not found for this token | connect my GoHighLevel | The token and Location ID must come from the same sub-account. See GoHighLevel. |
| GoHighLevel requires a Location ID / a Private Integration Token | connect my GoHighLevel | Fill in both fields. |
| Broken on your connections page | reconnect my <app> | The app refused the sign-in or key. Reconnect it, then press Test. |
| Not tested | test my <app> | Or press Test on the page. |
| Not wired | wire up my <app> | Your OS needs the app's API details. See Apps we don't know yet. |
| The app did not answer / is having trouble right now | test my <app> | The app itself is down or slow. Try again shortly. Nothing to reconnect. |
| Your OS keeps asking which account | use the <name or address> account | Several accounts of that app are connected. Name the one you mean. |
| Your <app> is not connected yet | connect my <app> | A teammate connected theirs privately. Private apps are only theirs; connect your own. |
| Salesforce: “What is your Salesforce web address?”, or a Salesforce page saying the URL no longer exists | connect my Salesforce, it's acme.my.salesforce.com | Copy the address from your browser bar while you are in Salesforce. The full page address works. |
| Shopify: “What's your Shopify store address?” | my store is your-store.myshopify.com | Use your .myshopify.com address, not your custom domain. |
Ads
| You see | Say to your OS | Fix |
|---|---|---|
| Meta refused that sign-in, or Meta Ads shows Broken | connect my Meta ads | Facebook sign-ins last about 60 days. Continue with Facebook again. |
| Meta Ads was not connected: you cancelled on Facebook | connect my Meta ads | Start again and approve on Facebook. |
| 0 ad accounts available, or an ad account is missing | connect my Meta ads | On Facebook's approval screen, select every business and ad account you want. If one is still missing, give the Facebook user access to it in Meta Business Settings, then reconnect. |
| No Google Ads accounts were found on that Google login | connect my Google Ads | You signed in with a Google user that has no Google Ads access. Choose the right Google account. |
| Meta Ads (or Google Ads, or another app) isn't switched on yet | Ask again later | That sign-in is not enabled yet. Nothing to fix on your side. |
Rolling out
| You see | Say to your OS | Fix |
|---|---|---|
| Meta Ads: Needs reconnect, or expires on a date | connect my Meta ads | Reconnect before the date. Agencies can switch to a system user token that never expires. |
| Meta refused: this login lacks permission on that ad account | Nothing | In Meta Business Settings, give the connected Facebook user (or system user) access to that ad account. |
| Google Ads access is still test-only (developer token) | Nothing | Real ad accounts are refused until Google approves our access. Nothing to fix on your side. |
| Google Ads: this login cannot reach that account directly | use our manager account for that client | The account is managed through a manager account. Your OS sends the manager's ID with the request. If it still fails, the Google user has no access to that account: link it under your manager in Google Ads. |
| Google Ads: account cancelled or not set up yet | Nothing | Finish setting up that account in Google Ads, or use another account. |
AI and credits
| You see | Say to your OS | Fix |
|---|---|---|
| Your AI credits have run out | open my connections | An admin adds credits under AI and credits. On an agency account, ask your provider. |
| That model isn't on your menu | open my connections | An admin picks a model from the menu under AI and credits, or types another model's name in the box under it. |
| The AI service didn't answer | Try again | A short outage. Try again in a moment. |
| My AI seat is not signed in right now | connect my ChatGPT | An admin signs in to ChatGPT again with the link and code your OS sends. |
| The code ran out before sign-in finished | connect my ChatGPT | The ChatGPT code works for 15 minutes. Get a new one and sign in straight away. |