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If you’re running into a problem, check below for known issues and solutions.

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Login Issues

Can’t log in to my account
  • Double-check your email and password. Passwords are case-sensitive.
  • Try signing in with Google SSO if you originally signed up that way.
  • Clear your browser cache and cookies, then try again.
  • If you’ve forgotten your password, use the Forgot Password link on the login page.
Email verification not received
  • Check your spam or junk folder.
  • Make sure you entered the correct email address during signup.
  • Request a new verification email from the login page.
If you signed up via an invite link, email verification may not be required.

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Integration Issues

Slack is not connecting
  • Ensure you have admin permissions in your Slack workspace to authorize apps.
  • Check that pop-ups are not blocked in your browser — the OAuth flow opens in a new window.
  • Try disconnecting and reconnecting the integration from Settings → Integrations.
CRM sync is not working
  • Verify your API credentials are still valid (keys may have been rotated).
  • Check that your field mappings are correctly configured.
  • Try triggering a manual sync by clicking the refresh button on the integration card.
  • For HubSpot/Salesforce OAuth issues, disconnect and re-authorize the integration.
Datadog data not appearing
  • Confirm your API key and Application key have the correct read permissions.
  • Check that you’ve enabled the data streams you want (session replays, errors, RUM) in the integration settings.

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Trial Issues

Trial data not appearing
  • Verify that your integrations are connected and actively syncing data.
  • Check that a CRM account is linked to the trial — go to the trial and click Link Account.
  • Allow a few minutes after connecting integrations for initial data to sync.
Can’t create a new trial
  • Only workspace Admins and Owners can create trials. Ask your workspace admin to upgrade your role.
  • Ensure all required fields are filled in (company name, domain, start date, end date).

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Report Issues

Analysis report not generating
  • Reports require data to analyze. Ensure the trial has at least one call transcript (from Gong) or session data (from Datadog).
  • Check that the AI agent run completed successfully in the Agents section.
  • If a report is stuck, try clicking Generate Report again to trigger a fresh analysis.
Report data seems outdated
  • Reports reflect data at the time of generation. Click Generate Report to create a fresh analysis with the latest data.
  • Make sure your integrations have synced recently — check the last sync time on Settings → Integrations.

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AI Agent Issues

Agent run failed or timed out
  • Very large datasets may cause timeouts. Try running the agent on a single trial rather than in batch mode.
  • Check that the trial has connected integrations with data available.
  • Wait a moment and try again — temporary service issues may resolve on their own.
Agent gave unexpected results
  • AI agents analyze available data. If key integrations (Gong, CRM) aren’t connected, the analysis will be incomplete.
  • Connect additional data sources for more comprehensive insights.
  • Remember: AI-generated insights should always be verified with your own judgment.
AI agents can make mistakes. Always verify critical insights before taking action.
Still need help? Contact us at support@superhawk.ai.