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Data looks stale or wrong

Work through this in order. The cause is almost always upstream of where the symptom appears.
1

Check the integration's last sync

Go to Integrations. Every connection shows its last successful sync and its last error. If a source has not synced, nothing downstream from it will have moved.
2

Look for 'needs reauth'

An expired or revoked authorisation stops syncing without breaking anything visibly. Health, signals, and briefs keep working from increasingly old data. Reconnect it.
3

Check the computed-at time

Health verdicts carry the time they were computed. If that predates the evidence you expect it to reflect, the next scheduled run will pick it up.
4

Confirm the source actually has it

A call that was not recorded, a ticket outside the connected queue, or an event that never fired cannot reach Superhawk.

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Integrations

An account is missing
  • Superhawk syncs the accounts in scope for your workspace, usually defined by account owner, not every company in your CRM.
  • Check your own permission scope. With own or team scope, the account may exist and simply not be visible to you.
Credentials rejected despite being correct The two most common causes are region and site mismatches:
  • Amplitude — US (amplitude.com) and EU (analytics.eu.amplitude.com) are separate. A valid key against the wrong region fails to authenticate.
  • Datadog — several regional sites, each with its own API endpoint. Select the one matching the domain you log in at.
  • Salesforce sandbox — sandbox and production use different OAuth endpoints.
OAuth fails
  • Check pop-ups are not blocked. The flow opens in a new window.
  • Confirm you have permission to authorise apps in the other tool. HubSpot needs Super Admin or App Marketplace access; Gong API credentials need a Gong admin.
  • For Salesforce, IP restrictions or connected app policies on the org will block the connection regardless of your own permissions.
Slack connected but no messages Confirm the Superhawk app has been invited to the target channel. Slack will not let an app post to a channel it is not a member of.

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Health and signals

An account shows ‘insufficient data’ Superhawk does not have enough evidence to assert a band. This is the correct answer, not a failure. Check which sources are connected — a call recorder is usually the missing one. A health verdict looks wrong
  1. Open the factors and follow each to the panel it came from.
  2. Check the confidence. A low-confidence read is Superhawk saying it is working with thin evidence.
  3. Check whether a source is disconnected or has stopped syncing.
  4. Check the feature catalog. Usage read against an incomplete catalog produces misleading adoption gaps.
A signal is about the wrong company Signals sourced from external company data depend on matching your customer to a public record. When the match is wrong, the signal is confidently about a different business. Check the company name in the evidence, dismiss the signal, and mention it to your Superhawk representative so the matching can be tuned. Too many signals to work through Filter by direction first (churn or upsell), then severity. Dismiss what does not apply — a list nobody trusts gets ignored entirely, which is worse than a shorter one.

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Metrics

A metric returns numbers that look wrong Check the window first. A metric left on the default window computes cleanly and measures a different period from the one you intended, with no error to warn you. Preview it against an account whose real numbers you already know.

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Reports and briefs

A report failed Check its status on the Reports page. Retry it, and if it fails again, narrow the prompt — a report spanning the whole portfolio over two years is far more likely to fail than a scoped one. A brief is thin Brief quality tracks evidence coverage. An account with no call transcripts produces a thin brief, correctly, because there is not much to say. Connect a call recorder. A brief is missing for a meeting Briefs are generated for meetings on your connected calendar. If the meeting is not there, or the calendar is not connected, no brief is generated.

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Tasks

A task is stuck Check its state on the task page. Complete and cancel are legal from every open state, so nothing is ever genuinely stuck — see Task Lifecycle. Duplicate tasks for the same thing Report it to your Superhawk representative with the account and the tasks. Close the duplicate and keep the one with the better evidence attached.
Still need help? Contact us at support@superhawk.ai.