Salestrics

Agentic CRM & revenue OS docs

Guides for your agentic CRM

Set up your revenue operating system, run pipeline and service workflows with AI agents, and get help across every app — from Momentum to MCP.

Getting startedStart Free Forever

Troubleshooting

Find your symptom below. Try the steps in order.

If you still need help, open Salestrics Support. Sign in when the problem is about your account or workspace. See Salestrics Support for how to ask a useful question or open a support ticket.

Quick find

Symptom areaJump to
Sign-in, password, workspace URLSign-in and account
Plans, trials, seats, limitsBilling and plans
Send, receive, or connect mailEmail and mail
Leads, contacts, opportunitiesCRM and sales records
Missing apps, roles, or editsPermissions and access
Slow apps or sync delaysPerformance and loading
Camera, mic, pop-ups, cacheBrowser and device issues
Phone layout and navigationMobile

Sign-in and account

You cannot sign in

  1. Go to mysalestrics.com.
  2. Check that you typed the right email address.
  3. Select Forgot password and ask for a new password.
  4. Check your inbox and junk folder for the reset message.
  5. Look for an email asking you to prove your email address if you just signed up.

If you still cannot sign in, ask Salestrics Support for help. See Reset your password.

You are signed out or sent back to the sign-in page

  1. Sign in again at mysalestrics.com.
  2. Check that you are opening the right workspace URL (yourcompany.salestrics.com).
  3. Clear cookies for salestrics.com in your browser, then sign in again.
  4. Try another browser or a private window to rule out an extension blocking sign-in.

If the page says Please sign in, your session ended. Sign in and return to the app you were using.

Your password is not accepted

Your password must meet all of these rules:

  • At least 8 characters
  • At least one number
  • At least one special character (for example !, @, or #)

Use Forgot password on the sign-in page if you do not remember your current password.

Your workspace name or URL is not allowed

Your workspace URL must be at least two characters and use only lowercase letters, numbers, and hyphens. It becomes {your-name}.salestrics.com.

If the name is rejected:

  1. Pick a different name that is not already taken.
  2. Avoid reserved names (for example admin, dashboard, salestrics, or sign-in).
  3. Try again on the sign-up or workspace setup screen.

See Create your workspace.

You opened the wrong workspace

  1. Sign out from the current workspace.
  2. Go to mysalestrics.com and sign in with the email tied to the workspace you need.
  3. Open the workspace from your dashboard or go directly to yourcompany.salestrics.com.

One email address can belong to only one Salestrics workspace. If you were invited to a team, use the email address the admin used for the invite.

Billing and plans

A plan feature or app is missing

  1. Open Admin → Billing.
  2. Check your current plan and whether a trial is active.
  3. Compare your plan to the feature list in Plans and limits.
  4. Ask your workspace admin to check your role and app access in Admin → Users → Access management.
  5. Refresh the page and try again.

Connect starts on Team. Orbit! starts on Growth. Custom fields start on Solo. See Choose an app.

Your trial ended or you were moved to Free Forever

  1. Open Admin → Billing to see your current plan.
  2. Choose a paid plan and complete checkout, or stay on Free Forever.
  3. If extra team members were turned off, an admin can re-enable them after you add seats.

During a trial you cannot buy extra seats or AI token packs. Subscribe or stay on Free Forever first. See Start your 30-day trial and Getting started.

You cannot start a free trial

  1. Open Admin → Billing.
  2. Confirm your workspace has not already used its one-time 30-day trial.
  3. Choose Solo, Team, Growth, Scale, or Enterprise and click Start 30-day free trial.

If the page says the workspace is not eligible, the trial was already used. Pick a plan to subscribe or stay on Free Forever.

You cannot add seats or buy add-ons during a trial

Add-ons are not available during a trial. Open Admin → Billing, subscribe to a paid plan, or let the trial end and return to Free Forever. Then add seats or token packs.

Your workspace has no open seats

  1. Open Admin → Billing and check Seats used against your seat limit.
  2. Turn off access for a person who no longer needs a seat in Admin → Users → Directory.
  3. Add more seats from Admin → Billing, or upgrade your plan.
  4. Try the invite again from Admin → Users → Directory → Add user.

See Add your team and Manage billing.

A record cannot be added

Your plan may have a customer record limit.

  1. Open Admin → Billing and check customer record usage.
  2. Delete or archive records you no longer need.
  3. Upgrade your plan from Admin → Billing if you are at the limit.

Customer records count across sales and service apps. See Customer records and Momentum CRM.

Salestrics AI does not work or stops answering

AI is not shown

Ask your workspace admin whether AI is turned on for that app in Admin → AI Guardrails.

AI stops or will not answer

  1. Open Admin → Billing.
  2. Check your workspace's monthly AI token use.
  3. If no tokens are left, wait for the next reset date shown on the billing page or buy more tokens (paid plans outside trial).
  4. If tokens remain, wait a minute and try again.

The answer is empty, cut short, too broad, or looks wrong

  1. Start a new chat in Assistant.
  2. Ask one short question with a date, record type, goal, and the format you want.
  3. Check the source records before you act on the answer.

See Salestrics AI.

Auto runs are blocked

If you see a message that your workspace reached its automation run limit:

  1. Open Admin → Billing and check Auto usage and the next reset date.
  2. Wait until the monthly reset, or upgrade your plan.
  3. Run only the Auto jobs you need until the limit refreshes.

Only runs started in Auto count toward the limit. Steps on a single record do not.

A linked tool stops syncing

  1. Open Admin → Billing and confirm your plan includes the integration.
  2. Wait up to one hour if your workspace received many updates recently.
  3. Try the action again.
  4. If it keeps failing, upgrade your plan or contact Support.

See Connected app update limits.

Checkout or payment will not complete

  1. Open Admin → Billing as a workspace admin.
  2. Retry checkout with a different card or browser.
  3. Confirm your billing country and payment details are correct.
  4. For Enterprise or custom plans that require a sales conversation, contact Support instead of self-serve checkout.

Only workspace admins can manage billing. See Manage billing.

Email and mail

Open Salestrics Mail at mail.salestrics.com. See Salestrics Mail for full guidance.

Your new mailbox is not ready

  1. Wait one minute after sign-up or a workspace change.
  2. Refresh Mail.
  3. Sign out and sign in again if the inbox still does not appear.

If you see Your Salestrics mailbox is not provisioned yet, wait and refresh. Mailbox setup runs when your workspace is created.

An email will not send

  1. Check every recipient address for typos.
  2. Remove large attachments and try again (attachments use Workspace Drive space).
  3. Check free Drive space in the Mail sidebar or Workspace → Drive.
  4. Confirm you chose the right From mailbox (personal, shared, or connected).
  5. Try Compose again with a shorter message.

A connected inbox will not load

  1. Open User Settings (your profile menu).
  2. Find the mail connection option and Reconnect the inbox.
  3. Return to Mail and use the refresh button in the sidebar.
  4. Sign out of the third-party account in another tab, then reconnect if prompted.

An email message looks wrong

  1. Close and reopen the message.
  2. Refresh Mail.
  3. If it still looks wrong, contact Salestrics Support. Share the sender and subject only. Do not paste private message text unless Support asks for it.

Mail to a shared inbox does not create a case or lead

  1. Open Mail Admin → Shared mailboxes.
  2. Open the shared inbox and confirm Create case or Create lead is turned on.
  3. Save your changes and send a test message.

See Shared inboxes and Resolve.

Your custom email domain is not active

  1. Open Mail Admin and open the custom domain setup.
  2. Confirm every DNS record matches what Salestrics shows.
  3. Select Verify and wait until the domain shows as active.
  4. Do not change old mail settings until the new domain is active.

Custom domains need Launch or a higher plan. See Use your own email domain.

You cannot open Mail Admin

Mail Admin is for workspace mail admins. Ask your workspace admin to grant mail admin access or make the change for you.

CRM and sales records

See Momentum CRM for everyday sales work.

A lead is missing

  1. Open Momentum → Leads and search by name or company.
  2. Open the Converted lead list — the lead may have been converted to a contact or opportunity.
  3. Check filters on the list view (owner, status, date).
  4. Ask an admin to check Admin → Trash if the record was deleted.

You cannot convert a lead

  1. Open the lead record.
  2. Choose Convert lead and fill in required contact and opportunity fields.
  3. Save the conversion.

If Convert lead is missing, check your role in Admin → Users → Access management.

You cannot change a lead score

Lead score is calculated automatically from fields such as budget, source, and status. Update those fields instead of typing a score.

You cannot save a CRM field

  1. Confirm required fields are filled in.
  2. For linked account or contact fields, pick a value from the search list — do not type a free-form name if the form expects a link.
  3. Refresh the record and try again.

If you see Record not found or Access denied, you may not have edit rights on that record. Ask your admin.

Custom fields are missing

  1. Confirm your plan includes custom fields (Solo and above).
  2. Open a record and look for Custom fields.
  3. Ask your workspace admin to check your profile in Admin → Users → Access management.

See Add a custom field.

You need a deleted record

  1. Ask a workspace admin to open Admin → Trash.
  2. Find the record and choose Restore if it is still within the 30-day window.

See Work with a deleted record.

A list view shows no records

  1. Clear search and filters on the list.
  2. Check that you are in the right object tab (Leads, Contacts, Opportunities).
  3. Save a new list view if an old saved view has tight filters.

Permissions and access

You cannot add a team member

No licensed seats are available

  1. Open Admin → Billing and check seat usage.
  2. Add seats or turn off a person who no longer needs access in Admin → Users → Directory.
  3. Return to Users → Directory → Add user.

The email address is already in use

One email can belong to only one Salestrics workspace. Ask the person to sign in with that email, or use a different address for the new member.

You are not an admin

Only workspace admins can add users. Ask an admin to add the person or grant you admin access.

See Add and manage people.

An app is missing from the App Launcher

  1. Press Ctrl+K or Command+K and search for the app name.
  2. Check Plans and limits — your plan may not include the app.
  3. Ask your workspace admin to review Admin → Users → Access management for your role and allowed apps.
  4. Refresh the page.

Some beta apps may be hidden during rollout. Use Support if you expect an app that still does not appear.

You cannot open Admin or Billing

Admin and billing are limited to workspace admins. Ask an admin to make the change or share the information you need.

Standard users can do daily work in Momentum, Workspace, Mail, and other assigned apps but cannot change workspace settings.

See Change roles and access.

You cannot edit, move, or delete a file

MessageWhat to do
You do not have permission to edit this fileAsk the file owner to share edit access via Share in Drive.
Only the file owner can change sharing settingsAsk the owner to update sharing.
Only the file owner can delete this fileAsk the owner to delete or transfer ownership.
You do not have access to this organizationSign in with the account for this workspace.

See Share a Drive file.

Connect is missing

Connect requires Team or a higher plan.

  1. Open Admin → Billing and check your plan.
  2. Ask your workspace admin to confirm you can use Connect.
  3. Search for Connect in the App Launcher after upgrading.

See Connect.

Flow or finance areas are blocked

  • You do not have permission to access Flow — ask an admin to grant Flow access.
  • Flow is not included on your current plan — upgrade from Admin → Billing (Flow is on every plan; if you still see this message, contact Support).
  • You do not have permission to access finance modules — ask an admin for Ledger or finance access.

See Flow and Applications.

Performance and loading

An app feels slow or never finishes loading

  1. Refresh the page.
  2. Check your internet connection.
  3. Close extra browser tabs and heavy apps on your computer.
  4. Try another browser.
  5. Sign out and sign in again.
  6. If only one app is slow, open a different app to see whether the problem is workspace-wide.

A page shows a blank or spinning screen

  1. Wait 30 seconds, then refresh once.
  2. Disable browser extensions that block scripts or ads, then reload.
  3. Clear cache for salestrics.com and sign in again.
  4. Try a private window.

Uploads or saves time out

  1. Check Drive space in Workspace → Drive or Admin → Billing.
  2. Use a smaller file (uploads over 50 MB are rejected).
  3. Retry on a stable network.
  4. Save your work in smaller steps (for example shorter Doc edits).

Integrations are delayed

Connected apps share an hourly update limit per plan. Heavy sync traffic can delay updates by up to an hour. Check Admin → Billing and Connected app update limits.

Browser and device issues

Your camera or microphone does not work in Connect

  1. Allow camera and microphone access when the browser asks.
  2. Click the lock or site icon in the address bar and confirm Salestrics is allowed to use camera and mic.
  3. Close other apps that may be using the camera or mic.
  4. Refresh the page, or leave the meeting and join again.
  5. Try Chrome, Edge, or Safari if your current browser still blocks devices.

See Connect and Use meeting controls.

Audio playback is blocked

If voice or meeting audio does not play, your browser may have blocked autoplay. Tap Speak or Send again, or interact with the page once before playback starts.

Pop-ups are blocked

Some actions open a new tab (for example Print → Save as PDF in Salestrics Resume or meeting links).

  1. Allow pop-ups for app.salestrics.com.
  2. Run the action again.

A Workspace file will not open in the editor

The file may open in the Drive viewer instead of Docs, Sheets, or Presentations.

  1. Go back to Workspace → Drive.
  2. Open the file again and choose Open with the right editor.
  3. Confirm the file type is supported.

Salestrics Resume problems

See Salestrics Resume for the full guide.

A PDF will not upload

Use a text-based PDF under 10 MB. Scanned photo PDFs are not supported yet. Copy and paste the text if needed.

Export PDF did not open

Allow pop-ups for app.salestrics.com. Use Print → Save as PDF in the tab that opens.

Saved resumes disappeared

Refresh the page. Resumes are stored in your browser session. Clearing browser data removes them.

Mobile

Salestrics runs in your phone's web browser. There is no separate mobile app store install required.

You cannot find an app on your phone

  1. Tap Apps in the bottom bar to open the App Launcher.
  2. Scroll the app list or use search if your screen shows it.
  3. Add the app to your home screen from the browser menu for quicker access.

See Use Salestrics on a phone.

A panel, table, or form is cut off

  1. Turn your phone sideways (landscape).
  2. Close and reopen the panel or record.
  3. Pinch to zoom out if columns are clipped.
  4. Refresh the page.

Complex tables and wide dashboards work best on a tablet or computer.

Connect chat or meetings on a phone

  1. Open Connect from Apps.
  2. Tap a channel or person to open the conversation.
  3. For meetings, allow camera and mic when prompted.
  4. Use meeting controls at the bottom of the screen.

See Connect.

Mail on a phone

Open mail.salestrics.com in your mobile browser. Use Compose from the main Mail screen. If a connected inbox fails to load, reconnect it from User Settings on desktop, then refresh Mail on your phone.

Signing in on a phone

Go to mysalestrics.com, sign in, and open your workspace. Use your password manager or Forgot password if needed.

Workspace, meetings, and calendar

A file will not upload

  1. Check free space in Workspace → Drive or Admin → Billing.
  2. Remove files you no longer need.
  3. Try a file under 50 MB.
  4. Confirm the file type is allowed.

See Workspace and Check your storage.

A meeting ends early

Your plan sets a maximum call length. Start a new meeting or check limits in Admin → Billing. See Compare Connect call limits.

A guest cannot join a meeting

  1. Confirm your plan allows guest meetings (Scale and above).
  2. Check that the meeting was set to allow guests when it was created.
  3. Send a new invite link from Connect → Meetings.
  4. Ask the guest to open the link, enter their name, and tap Join.

A calendar event is hidden from a team member

Open the event in Workspace → Calendar and check its sharing setting. Private events are visible only to the creator. Change sharing if the team should see the event.

Get more help

When you contact Support, share:

  • What you tried to do.
  • What happened (including any on-screen message).
  • When it happened.
  • The steps you already tried from this page.

Do not share your password or full payment details.