Troubleshooting

Common problems and how to fix them. If a fix requires admin settings you can't see, contact your workspace admin.

Campaign stuck in DRAFT or emails not sending

  1. Open Connect Email and run Test Connection on the sending account — invalid SMTP credentials are the most common cause.
  2. Check Campaign Logs: each failed recipient has an error column explaining exactly why the send failed.
  3. Confirm the sending account is marked active — inactive accounts don't appear in the Send From dropdown and can't send.

See Campaign logs and Connected emails.

Gmail authentication failures

Gmail rejects normal passwords for SMTP. Fix:

  1. Enable 2-factor authentication on the Google account.
  2. Generate an App Password in the Google account security settings.
  3. Use the app password as the SMTP password, then re-run Test Connection.

AI features say "key not configured"

LinkedIn Leads and Google Places analysis need AI provider keys. An admin must set LITELLM_API_KEY and LITELLM_BASE_URL (or the fallback OPENAI_API_KEY / OPENROUTER_API_KEY) in Settings → Apps → Email Campaigns. See AI configuration.

AI chat returns errors

If the built-in assistant fails with API or model errors, the AI gateway configuration needs attention — this is a deployment-level setting, not something in the UI. Contact your workspace admin, who can verify the gateway setup with Cocolevio. See AI gateway.

Google Places grids won't load

Grid loading requires a valid GOOGLE_MAPS_API_KEY in Settings → Apps → Email Campaigns, and the key must have both the Places API and the Geocoding API enabled in the Google Cloud Console. If either API is disabled, geocoding the city fails and no grids appear.

LinkedIn search returns few or no results

  • Broaden the prompt — very narrow criteria (specific tool + specific region + specific title) can match nothing.
  • Raise the max results setting.
  • Remember results are deduplicated against existing leads — repeated searches on the same criteria naturally return fewer new records.
  • Try a different provider or model with the per-search dropdown.

Import errors (CSV or HubSpot)

  • Check the CSV format: a header row, consistent columns, and UTF-8 encoding.
  • Review the field mapping step — unmapped required fields cause row failures.
  • HubSpot imports use the same pipeline, so the same mapping and dedupe rules apply. See HubSpot import and Import and export.

Still stuck?

Include what you were doing, the exact error text, and a screenshot if possible — it speeds up the fix considerably.