Troubleshooting
The problems people hit most often, and what actually fixes them. Work down to the heading that matches your symptom.
Before anything else, if several things are failing at once, check status.hellosaasy.ai for the health checks listed there. A green result does not rule out a problem in another service or workflow.
A page shows an upsell card instead of the feature
The feature is not included in your plan, or it is a paid add-on you haven't bought yet.
This is most confusing for Field Service and Union & Labor Compliance. If you told us at onboarding that you dispatch technicians or work with unions, those sections appear in your sidebar before you buy them. Seeing the item does not mean your workspace has it. Opening it shows the add-on page. That is the expected behavior, not a fault.
Add-ons can be purchased from the upsell card itself, and access unlocks immediately without a reload.
See Modules, packs, and plans.
A page vanished from my sidebar
Sidebar visibility is separate from permissions. A module can be switched off three ways:
- Your industry pack turned it off when you ran Industry Setup. Settings → Navigation shows a Set by {pack} pack badge next to any module hidden this way.
- A workspace admin hid it for everyone.
- You hid it for yourself.
Go to Settings → Navigation. Each module in My navigation can be set to Workspace
default, Hidden for me, or Shown for me. Shown for me switches a module back on even if
the workspace hides it, so you don't need an admin.
Two that surprise people: Recruiting and E-Signature are only on by default in the General pack. Every other pack hides them even when your plan includes them.
Hiding is cosmetic. The pages still work if you have the URL, and anyone with the link can open them. If you need to control what people can actually do, use Settings → Roles and permissions instead.
My outreach emails stopped sending
A sending mailbox almost certainly tripped a circuit breaker. SaaSy pauses a mailbox automatically when its recent sending would damage your domain's reputation:
| Breaker | Trips at | Minimum sample |
|---|---|---|
| Bounces | 5% of recent messages bounced | 20 sends |
| Spam complaints | 0.3% of recent messages marked as spam | 50 sends |
The thresholds sit deliberately below where mailbox providers act on their own; Gmail's bulk-sender rules cap complaints at 0.3%, and the major email providers suspend somewhere between 5% and 10% of bounces.
Nothing resumes a paused mailbox automatically. There is no sweep and no timeout. Go to Outreach → Deliverability, find the paused mailbox and read the pause reason for the exact rate and message counts. Then select Resume. Messages that were held because that mailbox was paused are released in the same action.
Before you resume, fix what caused it. Resuming a mailbox that is still bouncing at 5% will trip the breaker again and costs you more reputation each time. Clean the list you were sending to, and check your domain's authentication records on the same page.
Ask SaaSy shows an upgrade prompt
Ask SaaSy requires the Growth plan or above. On Starter the page shows an upgrade prompt instead of the chat. See AI assistants.
An agent's action never happened
Action types use Propose by default, so their proposals wait in the Attention Queue. Only admins can approve them. An administrator can enable Auto-run or Auto-run and notify for an action type; those actions bypass the queue.
Check the queue first, then Agent Autonomy and AI Activity. If an approval returned an error, check the affected record before retrying: an error does not guarantee the action had no effect. Contact support if the outcome is unclear.
I invited someone and they never got the email
- Ask them to check their spam folder. Invitations come from a SaaSy address unless you've set up branded email.
- Check you have seats left. The Team page blocks new invitations once your plan's seats are used up: three on Starter, ten on Growth, unlimited on Scale.
- Re-send from the Team page.
If they have an account already, the link signs them in and adds them to the workspace. If not, they're asked to set a password when they accept.
I can't reset my password
Password resets and security alerts both depend on a verified email address. You can use SaaSy without verifying (a banner prompts you and you can continue past it), but recovery won't work until you do.
If you're locked out and never verified, email support@hellosaasy.ai from the address on the account.
My export is missing rows
CSV exports from Settings → Your data are capped at the first 50,000 rows, and the page tells you when a cap has been applied. For a complete, logged export, use the Request one here link, which takes you to the formal data-portability tooling.
Exporting does not require an active plan, even after you cancel. See Privacy and data.
I applied the wrong industry pack
It's reversible. The applied view on Industry Setup lists exactly what was seeded (pipeline stages, offerings, lead-scoring rules, and chart of accounts) and offers Revert setup, which removes those same rows. Your own data is not touched.
Afterwards you'll see which modules were enabled and hidden, with Keep visible next to each hidden one.
An integration stopped syncing
Most sync failures are an expired or revoked authorization at the other end; someone changed a password, removed the app, or the provider's token simply aged out.
Go to Settings → Connections (or the integration's own page), check its status, and reconnect. Reconnecting re-runs the authorization; it does not duplicate the data you've already synced.
See Integrations and Connections and sync.
Something says "access denied"
That is a role problem, not a navigation one. Navigation settings only hide items from the sidebar; they never block access.
Check Settings → Roles and permissions. Roles are Member, Manager, and Admin, and a handful of surfaces, including the Attention Queue, agent autonomy, and agent budgets, are admin-only by design.
Some workspaces also use scoped roles such as accountant, auditor, or collaborator, which deliberately see a much smaller sidebar and are enforced on the server. If you hold one of those, the restriction is intentional.
See Team and roles.
Still stuck
Email support@hellosaasy.ai. Include:
- Your account email and the name of the affected business; the Support & Help page in your dashboard prefills both.
- What you expected to happen and what happened instead.
- Whether the page appears under Settings → Navigation. That single detail tells us immediately whether you're looking at a visibility problem or a billing one.
- For billing questions, the Stripe invoice number or transaction date.
Mark genuinely urgent issues with [URGENT] in the subject line. First-response targets are 48 hours
on Starter, 24 on Growth, and 4 on Scale, during business hours (Monday to Friday, 9 am to 6 pm UTC).