> ## Documentation Index
> Fetch the complete documentation index at: https://docs.connie.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Inbox troubleshooting

> Fixes for common problems with the Inbox, connected accounts, meeting recording and the dialer.

Find your problem below, or search this page for the exact message you see. Each answer explains why it happens and how to fix it.

## Accounts and syncing

<AccordionGroup>
  <Accordion title="A connected account is not showing any messages">
    **Why:** the account isn't ticked in the **Accounts** picker, it's still syncing, or it's disconnected. **Fix:** open **Accounts** at the top of the Inbox list and tick it. If it's greyed out, click the refresh icon (**Reconnect**). See [Connect your accounts](/inbox/connect-accounts#reconnect-a-disconnected-account).
  </Accordion>

  <Accordion title="This account’s connection has expired. Reconnect it to select it.">
    **Why:** the account's sign-in has expired, for example after a password change, signing out, or removing access. **Fix:** click **Reconnect** next to it in **Accounts**. If you see "Reconnect it in Tools to select it", go to left sidebar → **Tools** → open the app → **Accounts** and click **Disconnected**.
  </Accordion>

  <Accordion title="Account disconnected — reconnect to send messages">
    **Why:** the account you're sending from is disconnected. **Fix:** [reconnect it](/inbox/connect-accounts#reconnect-a-disconnected-account), then send again.
  </Accordion>

  <Accordion title="Couldn’t reconnect the account — please try again">
    **Why:** the reconnect didn't complete. **Fix:** try again and finish signing in. If it keeps failing, reconnect from left sidebar → **Tools** → the app → **Accounts**, or contact [support](/help/contact-support).
  </Accordion>

  <Accordion title="An account disappeared from the Inbox">
    **Why:** it was disconnected. An account you disconnect yourself disappears straight away; one that disconnects on its own stays visible with **Reconnect** for 7 days. **Fix:** reconnect it from left sidebar → **Tools** → the app.
  </Accordion>

  <Accordion title="Sync failed for my account">
    **Why:** usually the account needs reconnecting ("Please reconnect this account to keep it syncing."); otherwise it was a temporary problem ("Something went wrong. Please try again."). **Fix:** reconnect if asked, then click **Try again** on the sync card.
  </Accordion>

  <Accordion title="I clicked Stop syncing but it kept syncing">
    **Why:** **Stop syncing** only hides the progress card. **Fix:** nothing to do. The sync finishes in the background.
  </Accordion>

  <Accordion title="Old WhatsApp messages are missing">
    **Why:** Connie can only get the history your phone shares. **Fix:** click "Click here to get older messages from your phone.", or check WhatsApp on your phone.
  </Accordion>

  <Accordion title="This conversation is unavailable from the connected account.">
    **Why:** the conversation no longer exists in Gmail, Outlook, LinkedIn or WhatsApp (it was deleted there, or the account lost access). Messages already saved in Connie stay visible. **Fix:** check the conversation in the original app, then click **Check again**.
  </Accordion>

  <Accordion title="Chrome extension connect is coming soon.">
    **Why:** the LinkedIn Chrome extension option isn't available yet. **Fix:** connect LinkedIn with **Credentials** or **Infinite Login**. See [Connect LinkedIn](/inbox/connect-accounts#connect-linkedin).
  </Accordion>

  <Accordion title="I cannot see a teammate’s mailbox">
    **Why:** the account is shared with **Only you** or **Specific users**. **Fix:** ask the person who connected it, or an admin, to change **Manage access**. See [Choose who can use an account](/inbox/connect-accounts#choose-who-can-use-an-account).
  </Accordion>

  <Accordion title="Calls needs at least one phone number selected">
    **Why:** you tried to untick every phone number while in **Calls**. (Meetings shows "Meetings needs at least one calendar selected".) **Fix:** keep at least one ticked.
  </Accordion>
</AccordionGroup>

## Messages and conversations

<AccordionGroup>
  <Accordion title="My filters disappeared">
    **Why:** changing the **Accounts** selection takes you back to **All conversations** and clears filters. **Fix:** apply them again, or [save them as a view](/inbox/overview#save-filters-as-a-view).
  </Accordion>

  <Accordion title="The filters on my saved view changed">
    **Why:** filters added while a view is open are saved into that view. **Fix:** set them back, and switch to **All conversations** before experimenting.
  </Accordion>

  <Accordion title="I cannot find Sent, Spam, Trash or Scheduled">
    **Why:** these folders no longer have their own entries in the left column. **Fix:** open them by URL: `https://connie.ai/<workspace-id>/inbox?filter=sent` (or `spam`, `trash`, `scheduled`, `archive`, `starred`, `unread`). For unread and starred, the **Unread** and **Favorites** pills are quicker.
  </Accordion>

  <Accordion title="Search does not find a word in an older message">
    **Why:** search only looks at names, the latest message preview and subjects. **Fix:** use **Filter options → Advanced filters → Content**, or open the conversation and search inside it.
  </Accordion>

  <Accordion title="The Platform filter is missing">
    **Why:** it only appears when you've connected at least two of email, LinkedIn and WhatsApp. **Fix:** nothing to fix.
  </Accordion>

  <Accordion title="I deleted a conversation and it is in Trash">
    **Why:** the confirmation says it can't be undone, but deleting from the list moves the conversation to Trash. **Fix:** open `https://connie.ai/<workspace-id>/inbox?filter=trash` and click **Restore to inbox**, or **Delete forever** to remove it. **Empty Trash now** also deletes the conversations from Gmail.
  </Accordion>

  <Accordion title="There is no star option on an Outlook conversation">
    **Why:** Outlook doesn't support starring. **Fix:** use a label instead.
  </Accordion>

  <Accordion title="The other person cannot see my reaction">
    **Why:** reactions are delivered on WhatsApp and LinkedIn only. Gmail and Outlook don't have reactions, so a reaction on an email stays inside Connie. **Fix:** nothing to fix.
  </Accordion>

  <Accordion title="The file is too large for this channel">
    **Why:** emails allow 25 MB per file and 25 MB in total; LinkedIn and WhatsApp allow 15 MB per file. **Fix:** send a smaller file, or share a link. If a file under the limit still fails, try a smaller file, or MP4 instead of MOV on WhatsApp.
  </Accordion>

  <Accordion title="Maximum 10 files allowed. Remove some to add new ones.">
    **Why:** a message can have up to 10 attachments. **Fix:** remove some files or send them in a second message.
  </Accordion>

  <Accordion title="My message shows Not sent">
    **Why:** the message couldn't be delivered, often because the account is disconnected. **Fix:** reconnect the account if needed, then click **Retry**, or **Remove** to discard it. A bounced email shows **Not delivered**.
  </Accordion>

  <Accordion title="This email is still being delivered. You will be able to reply in a moment.">
    **Why:** the email you just sent hasn't been confirmed yet. **Fix:** wait a few seconds and reply again. Attachment links on a just-sent email also become clickable after a few seconds.
  </Accordion>

  <Accordion title="Edit your draft... (coming soon)">
    **Why:** you can't edit an email draft from inside the conversation yet. **Fix:** open it from the **Drafts** view and click **Edit**, or **Send** / **Discard** it.
  </Accordion>

  <Accordion title="This scheduled message is already being sent and can no longer be cancelled.">
    **Why:** the message's send time has arrived. **Fix:** nothing to do; it's on its way.
  </Accordion>

  <Accordion title="Pin limit reached. You can only pin 3 messages per conversation.">
    **Why:** each conversation can have up to 3 pinned messages. **Fix:** unpin one first.
  </Accordion>

  <Accordion title="There is no Suggested reply">
    **Why:** a suggested reply only appears after Connie's AI labels a conversation "Interested", and it expires after 24 hours. **Fix:** use **Ask AI** (⌘J / Ctrl+J, or Space in an empty composer) or **AI Assist**.
  </Accordion>

  <Accordion title="Couldn’t build a filter from that — try rephrasing.">
    **Why:** the **AI filter** couldn't understand the request. **Fix:** rephrase it, for example "Unread messages from this week", or use **Advanced filters**.
  </Accordion>
</AccordionGroup>

## Meetings

<AccordionGroup>
  <Accordion title="The notetaker did not join my meeting">
    **Why:** a recording condition wasn't met: **Auto-record** is off, the meeting is on a calendar that isn't ticked, the event has no meeting link, another workspace records this calendar, **Record external meetings only** is on and everyone is from your workspace, `[no_record]` is in the title, or the calendar was disconnected. **Fix:** check **Settings → Calls** and click **Action → Resync**. For a meeting happening now, use **Inbox → Meetings → Add meeting → Paste Meeting URL**. See [How the notetaker joins](/inbox/meetings#how-the-notetaker-joins).
  </Accordion>

  <Accordion title="A meeting I changed in my calendar did not update in Connie">
    **Why:** the change didn't reach Connie. **Fix:** go to **Settings → Calls** → **Action** → **Resync** on that calendar. You can resync once every 15 minutes ("Recently synced — try again in about" a few minutes). Admins and the person who connected the calendar can resync.
  </Accordion>

  <Accordion title="A rescheduled meeting has no notetaker or shows old results">
    **Why:** this can happen when a meeting that was **Missed** is moved to a new time. **Fix:** click **Resync**. If the notetaker still isn't booked, use **Paste Meeting URL** when the meeting starts, and let [support](/help/contact-support) know.
  </Accordion>

  <Accordion title="Call was not recorded">
    **Why:** nobody let the notetaker in from the waiting room within about 20 minutes. **Fix:** admit the notetaker when it knocks, or change the meeting's waiting-room or lobby settings.
  </Accordion>

  <Accordion title="The meeting shows Removed">
    **Why:** someone in the meeting removed the notetaker. Any partial transcript is kept. **Fix:** to record the rest, add it again with **Paste Meeting URL**.
  </Accordion>

  <Accordion title="The meeting shows Consent Declined">
    **Why:** all participants declined to be recorded. **Fix:** no recording is possible for that meeting.
  </Accordion>

  <Accordion title="The meeting shows Failed on Zoom">
    **Why:** the Zoom link was missing its password, or the meeting requires registration or sign-in. **Fix:** use the full invite link including the `?pwd=` part, and remove the registration requirement.
  </Accordion>

  <Accordion title="Recording not available">
    **Why:** the recording failed, the notetaker was removed early, or the recording is older than your **Retention period** and was deleted. **Fix:** check the meeting's status. To keep future recordings longer, an admin can raise **Retention period** in **Settings → Calls**.
  </Accordion>

  <Accordion title="There is no transcript while the meeting is live">
    **Why:** the transcript is created after the meeting ends. **Fix:** wait for **Processing** to finish; it usually takes a few minutes.
  </Accordion>

  <Accordion title="The meeting is stuck in Processing">
    **Why:** processing takes a few minutes; if the workspace is out of credits, it isn't processed. **Fix:** check your credits and [add more](/billing/top-ups). If it's still stuck, contact [support](/help/contact-support). If you see "Analysis failed", click **Reanalyze** (no extra charge).
  </Accordion>

  <Accordion title="Only workspace admins can update calendar accounts">
    **Why:** removing a calendar from Calls and changing its settings is limited to admins, even if you connected it. **Fix:** ask a workspace admin.
  </Accordion>

  <Accordion title="The calendar is recording in another workspace">
    **Why:** only one workspace can record a given calendar. **Fix:** an admin can click **Record here instead** in **Settings → Calls**.
  </Accordion>

  <Accordion title="The notetaker has a different name than my Bot display name">
    **Why:** for restricted Google Meet meetings, the notetaker joins signed in to a Google account and shows that account's name. **Fix:** nothing to fix.
  </Accordion>

  <Accordion title="The consent page is a chat message, not a page">
    **Why:** when **Show consent page** is on, Connie posts your **Consent message** in the meeting chat as the notetaker joins. **Fix:** nothing to fix.
  </Accordion>

  <Accordion title="Access denied. You do not have access to this call.">
    **Why:** the meeting belongs to a different workspace. **Fix:** switch to the right workspace (see [Navigating Connie](/navigating-connie)), or ask a member of that workspace to share it.
  </Accordion>

  <Accordion title="This email may already have been sent. Check the sent folder first.">
    **Why:** Connie isn't sure whether an earlier attempt to send this action's email went through. **Fix:** check your mailbox's Sent folder before sending again.
  </Accordion>
</AccordionGroup>

See also: [Meetings troubleshooting](/inbox/meetings#troubleshooting).

## Calls and the dialer

<AccordionGroup>
  <Accordion title="Microphone is blocked">
    **Why:** your browser isn't letting Connie use the microphone. **Fix:** click the microphone or lock icon in the address bar, allow microphone access, reload, and try again.
  </Accordion>

  <Accordion title="Pick a caller number in the Number field first.">
    **Why:** no phone number is selected for the session. **Fix:** in **Dialer settings**, choose a number under **Number**, or click **+ Buy a phone number**.
  </Accordion>

  <Accordion title="No phone numbers found to start a session.">
    **Why:** no row has a valid phone number, or **Contact number** points at the wrong column. **Fix:** pick the right column under **Contact number**.
  </Accordion>

  <Accordion title="The line is busy / No answer">
    **Why:** the person didn't pick up. **Fix:** turn on **Call twice**, or click **Call again** between calls.
  </Accordion>

  <Accordion title="The call was blocked by the carrier">
    **Why:** the phone network refused the call. The message mentions an account balance; that's Connie's phone service, not something you manage. **Fix:** try another caller number, and contact [support](/help/contact-support) if it keeps happening.
  </Accordion>

  <Accordion title="Lost connection to the dialer and could not reconnect.">
    **Why:** a network issue, VPN or browser extension. **Fix:** check your connection, turn off the VPN or blocking extensions, and try again.
  </Accordion>

  <Accordion title="My calls are missing from Inbox, Calls">
    **Why:** the Inbox only shows answered calls. **Fix:** open the session's **Calls** tab for every attempt.
  </Accordion>

  <Accordion title="There is no audio recording of my call">
    **Why:** dialer calls are transcribed, not recorded. **Fix:** nothing to fix; read the **Transcript** in the session's **Calls** tab.
  </Accordion>

  <Accordion title="Phone number could not be renewed">
    **Why:** there weren't enough credits for the monthly charge. **Fix:** add credits by the date in the message. After 7 days the number is cancelled and can't be recovered.
  </Accordion>

  <Accordion title="I cannot find my dialing session again">
    **Why:** sessions aren't listed in Records. **Fix:** while you're in any session, the left sidebar lists all your **Dialer sessions**. Bookmark sessions you use often. If you can't open any session, contact [support](/help/contact-support).
  </Accordion>
</AccordionGroup>

See also: [Calls and the dialer troubleshooting](/inbox/calls-and-dialer#troubleshooting).

## Still stuck?

Email [support@connie.ai](mailto:support@connie.ai) with your workspace URL, what you were doing, and the exact message you saw. See [Contact support](/help/contact-support).

## Related

* [Inbox](/inbox/overview)
* [Connect your accounts](/inbox/connect-accounts)
* [Meetings](/inbox/meetings)
* [Calls and the dialer](/inbox/calls-and-dialer)
* [Help: top problems](/help/troubleshooting)


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