Troubleshooting
Common issues and how to resolve them. If you are still stuck, contact your Salestrics support channel.
Sign-in and account
I cannot sign in
- Confirm you are at mysalestrics.com (not an old bookmark)
- Use Forgot password if you reset credentials recently
- Check that your email is verified — look for the verification message in your inbox
"This workspace URL is reserved"
Choose a different workspace name at sign-up. Names like admin, dashboard, and salestrics cannot be used.
Password rejected
Passwords need at least 8 characters, one number, and one special character.
Email already in use when adding a user
Each email can only belong to one Salestrics workspace. The person must use a different email or leave their other workspace first.
Billing and limits
"At seat limit" when adding a user
Your plan includes a fixed number of seats. Either:
- Upgrade your plan at Admin → Billing, or
- Purchase additional licenses ($15/month per seat on paid plans), or
- Deactivate inactive users to free seats
Assistant stopped responding
Your org may have used its monthly AI token allowance. Check Admin → Billing for the meter and next reset date (1st of month, UTC). Paid plans can buy token packs.
Bulk automation blocked
Monthly bulk automation runs are exhausted. Record-level workflows on CRM pages still work — only Auto (/auto) bulk runs are capped.
Drive upload failed
The uploading user's Drive quota may be full. Delete files or upgrade for more storage per user. Drive does not reset monthly — delete old files to free space.
CRM record limit reached
Free Forever (1,000) and Startup/Launch tiers have CRM caps. Upgrade to Runway or Scale for unlimited records, or archive old records you no longer need.
Connect
Connect chat or video not visible
Connect requires a paid plan. Free Forever does not include Connect. Check Admin → Billing.
Meeting ended due to time limit
Each plan caps call duration (30 min on Startup, up to unlimited on Scale). Start a new meeting or upgrade.
Guest cannot join
- Guest invite links require Runway or Scale
- On Launch, meetings are team-only (no external guests)
- Guests must use the invite link and enter their name
Camera or microphone not working
- Allow browser permissions for
salestrics.com - Close other apps using the camera
- Try a hard refresh or a different browser (Chrome and Safari recommended)
Workspace
File won't open in editor
The file type may open in Drive viewer instead of Docs/Sheets/Slides. Check supported formats in Workspace.
Calendar event not visible to teammate
Events set to Private are only visible to the creator. Org-wide events are visible to everyone.
CRM
Lead disappeared from list
Converted leads are archived automatically. Open the Converted list view on Leads to find them.
Cannot edit lead score
Lead score is read-only — it updates when you change qualification fields (budget, source, status, etc.).
Custom fields missing
Custom CRM fields require a paid plan. Upgrade from Free Forever to add custom fields.
Orbit
Orbit not in app launcher
Orbit requires Launch plan or above (including trial). Free Forever and Startup do not include the Orbit app. The Feed tab on CRM records may still show activity.
Mobile
App launcher hard to find
On mobile, tap the centered Apps button in the utility bar (below the top bar). The sidebar launcher is optimized for desktop.
Notification panel cut off
Update to the latest version — mobile notification positioning was fixed in recent releases. Try rotating the device or closing and reopening the panel.