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Troubleshooting

Most problems have a quick fix. Find yours below. If it isn't here, write to us with what you clicked and what you saw, and a screenshot if you can.

My teammate can't see the rows I added

The workspace is set to private records. An owner or admin can turn on Settings → Team → Records → Everyone works the same pipeline. See Team and workspaces.

Rows have disappeared from my board

  • Check for a filter chip under the toolbar, or a search term in the board's search box, and clear it.
  • Check whether a saved view is active. The Views button shows its name.
  • Check whether a group is collapsed; click the arrow beside its title.
  • Look in Archived in the toolbar; someone may have archived them.

A column has disappeared

It has probably been hidden. Open Columns in the toolbar and tick it, or click Show every column.

Email won't send, or the connection test fails

  • Gmail / Google Workspace: you need an app password, not your normal password, and 2-step verification must be on to create one.
  • Microsoft 365: use port 587 with Use TLS directly off. Your administrator may need to allow SMTP sending for the mailbox.
  • Port and TLS: port 465 needs Use TLS directly on; port 587 needs it off.
  • Username: usually your full email address.
  • A recipient who unsubscribed is never emailed again. Their message shows as not sent.

The Email button is missing on a record

It shows only when the record has an email address in an Email column, and only on the Professional plan with a mailbox connected.

My CSV import put data in the wrong columns

Select the imported rows (tick the group's header box) and Delete them, then import again and check the column mapping on the preview step before clicking Import.

Pasting from Excel did nothing

Click a cell first so it is selected (it has a blue outline), and make sure you are not typing inside a cell. Very large pastes are refused; use Import for those.

I didn't get a task reminder

Reminders appear in the bell inside the app, and only for tasks with a due date that are assigned to you. They are not sent by email.

A feature says it needs another plan

Some features are on Professional only. See Settings, appearance and billing for which ones.

I want to see the tour again

Click Help in the top bar, or use Learn the CRM on your workspace home, and choose a tour. See Guided tours.